Overview
During the pandemic, the guest experience had to travel home with them.
The Challenge
Luxury hotels needed to deliver the same level of care through takeaway packaging, festive hampers and communication that guests would normally only experience inside the property.
The Thinking
The challenge wasn't designing packaging. It was preserving the feeling of Marriott outside the hotel—a much harder brief than it sounds.
The Solution
Every detail, from materials to typography, was considered so the experience remained recognisably Marriott the moment it left the building.
The Outcome
Packaging and collateral that guests associated with the same quality as the in-hotel experience, delivered through a fraction of the usual touchpoints.
What I Learned
Premium brands don't become memorable because they look expensive. They become memorable because every touchpoint feels intentional.
Result
Takeaway and festive packaging that carried the in-hotel Marriott experience home.
