Measuring ROI on a Scenting Program

When investing in a scenting program, measuring return on investment (ROI) might not seem as straightforward as it would be for something like room upgrades or restaurant sales. After all, scent is an intangible experience, it influences guests on a subconscious level. However, that doesn’t mean its impact can’t be tracked. By focusing on the right metrics, management can get a clear picture of how scenting enhances both guest satisfaction and revenue.

1. Guest Experience & Reviews

The easiest way to measure ROI is through guest feedback. A well-designed scenting program enhances first impressions, comfort, and overall satisfaction. Hotels can track:

• Online reviews (TripAdvisor, Google, Booking.com) for mentions of "pleasant smell" or "welcoming atmosphere."

• Guest satisfaction scores (via post-stay surveys).

• Direct feedback from VIP guests and loyalty members.

If guests consistently mention the scent as a positive factor, it means the program is working!

2. Increased Bookings & Repeat Stays

Scent is deeply tied to memory and emotions, meaning a signature hotel scent can create an emotional bond with guests. This can lead to:

• Higher repeat bookings (loyalty program data can confirm this).

• Increased direct bookings from word-of-mouth recommendations.

• A boost in brand perception, helping justify premium pricing.

By comparing booking patterns before and after introducing scenting, hotels can see if retention rates improve.

3. Length of Stay & Spending Patterns

A well-scented lobby makes guests feel more comfortable and relaxed, which may lead to:

• Longer stays in common areas like the lobby, lounge, or bar.

• Increased food & beverage sales in lobby-adjacent areas.

• Higher upsells on spa treatments, room upgrades, or event bookings.

Analyzing POS data from the lobby bar or café before and after scenting is introduced can indicate if guests are lingering—and spending—more.

4. Emotional Impact & Brand Loyalty

Some hotels take scent branding a step further by offering branded candles, diffusers, or sprays that guests can purchase. If the hotel’s signature scent is available for sale and guests are buying it, that’s direct proof they’re emotionally connected to the fragrance.

5. Staff Productivity & Morale

Scenting doesn’t just affect guests—staff members also benefit. Studies show that certain scents (like citrus or white tea) can reduce stress and improve concentration. Measuring employee satisfaction or tracking sick days taken after introducing scenting may reveal a boost in workplace well-being.

Final Thoughts: Turning Scent into Measurable Success

To measure ROI effectively, hotels should track a combination of qualitative (guest feedback, reviews, staff morale) and quantitative (booking rates, F&B revenue, time spent in common areas) data. The key is consistency, monitoring trends over time will reveal the full impact of a scenting program.

In the end, scenting isn’t just about a pleasant smell, it’s about creating an emotional connection that leads to higher guest satisfaction, increased revenue, and long-term brand loyalty. And that’s an investment worth making.

Contact NeoScent International for all your scenting needs, and if you are not selling your signature scent candles, diffusers, or sprays in your gift shop we can help with that as well.

You can reach us at neoscent.com or call us at 02 559 2330 where our team is on standby to support you with your scenting needs.