Patterns of In Situ/Ex Situ Use of Personal Care Amenities by Hotel Guests

Abstract

This qualitative study presents a taxonomy of hotel guests’ use of personal-care amenities (PCA). The in-depth interviews revealed three axes of PCA use: location (ex situ / in situ), intensity (use / non-use), and purpose (utilitarian / symbolic). PCA, even if not used by the guests, symbolize the hotel’s efforts to pamper and indulge its guests. Despite their awareness of PCA’s ecological footprint, almost all participants suggested that large pump dispenser will diminish their hotel experience. The responses also indicate that PCA do not fully meet men’s needs and desired.  More careful attention on the part of hotels to the issue of PCA is expected to lead to improved guest satisfaction. The heterogeneity of PCA usage patterns provides important marketing opportunities.