How to create the perfect guest experience, as told by the team at Out of Eden.
Think back to your last hotel stay. What stood out to you? Chances are it was how someone or something made you feel. Did you smile at the cute little glass milk bottles that threw up a long-forgotten memory of happy, carefree school days? Were you pleasantly surprised to discover delicious local artisanal treats with your fresh cup of coffee? Or does finding soft slippers and cosy bathrobes in the wardrobe instantly make you feel at home?
In today’s challenging hospitality world, hoteliers don’t have to spend a fortune to stand out from the competition, sometimes it can be simple, small additions in hotel rooms that can make a difference, either by offering an authentic sense of place or creating memories that linger long after the stay has ended. Celebrating a special occasion? Delight guests with a welcoming mini bottle of wine or fizz. Travelling with their dog? Think about dog-friendly welcome packs with ball, chews, and waste bags for their furry friend.
At Out of Eden, we source hotel room products that are practical, efficient, and thoughtful. You, as hoteliers need to know you’re getting the best for your money, and your hotel guests are the same. For over 30 years, we’ve been bringing the largest selection of hotel room products – over 2,000 and growing – to thousands of the best large and smaller hotels across the length and breadth of the country. Do you want your guests to enjoy teas, coffees, and treats from your local area? No problem. We work with talented producers to bring our customers a choice of regional specialities. Is it important for you to showcase your commitment to the environment? No problem. We source a wide range of plastic-free, recyclable, and compostable products, bulk refillable ranges of luxury toiletries, bamboo toilet rolls, and mini recyclable glass bottles of fresh semi-skimmed and oat milk.
In fact, with over 80 per cent of global travellers believing sustainable travel is important* and the same amount saying they are willing to pay more for sustainably produced or sourced goods**, guest satisfaction today can be heavily influenced by sustainability. Being conscious of how you can lower your environmental footprint could be key to building brand loyalty.
Claire Armstrong heads up the newly expanded 8-strong Sales Team at Out of Eden, and has just appointed six Regional Sales Representatives covering London, the Southwest, the Midlands, the Northwest, the Northeast, and Scotland. She said: “Product quality is key, durability and price points are key, but we do have a lot of conversations with customers about being more environmentally friendly. It’s no coincidence that some of our best-selling products are from our refillable ranges as a huge 79 per cent of our customers have already made the switch to refillable toiletries.
“As a proud, family run company, we listen and act on what our customers or potential customers want. There are lots of products in our range today that are there because they’ve been requested by customers, and similarly, products have been added as and when we’ve recognised there’s a gap. Many of us have hospitality backgrounds so we understand how the industry works and the daily challenges hoteliers face. That’s why we’ll never be hard sellers. For us, it’s about building and nurturing long-standing relationships and helping to make a real positive difference to a hotel’s bottom line and overall guest experience.
“Just as you want to create the optimum guest experience for your hotel guests, we’re driven by providing the optimum customer service experience for our hotel customers. And in the end, everybody benefits.”
So, guest experience doesn’t have to be lots of big things, it’s often one or two tailored or personalised little things that help make a stay more memorable.
*Statista Sustainable Tourism Worldwide, Dec 2025.
** PwC’s 2024 Voice of the Consumer Survey.