Hotel marketing has always been built on the foundation of the 7Ps: Product, Price, Place, Promotion, People, Process, and Physical Evidence. But the hospitality world today looks nothing like it did even a few years ago.
The way guests search for stays, compare prices, evaluate experiences, and make bookings has shifted dramatically:
- AI tools shape how travelers discover hotels
- TikTok and Reels influence trip-planning more than brochures ever did
- Pricing is visible everywhere in real-time
- Experience-led travel continues to dominate over generic stays
- Reviews, content, and digital presence now act as “pre-experience” evidence
Because of these shifts, the 7Ps don’t need replacing, they need a modern refresh. If this is your first time learning the 7Ps of hotel marketing, this edition will help you understand the fundamentals and how they apply to the digital, fast-moving landscape hotels operate in today.
Below is the enhanced, educational, and practical version, built for hoteliers who want to stay relevant, competitive, and guest-centric moving forward.
1) PRODUCT: Your Rooms + Experience + Digital Identity
Traditionally, the “product” in hotels was simple: rooms, amenities, F&B, facilities. But today, the product has expanded to include the full experience + the story + the digital presence that shapes first impressions.
Guests first meet your hotel online, not at the lobby. This means your product now begins with what travelers see before stepping into your building.
What defines the hotel “product” today and moving forward:
- High-quality, updated visual storytelling (photos, videos, tours)
- Micro-experiences (sunrise packages, guided walks, cooking classes)
- Personalisation options
- Room features designed for hybrid travelers (WiFi, desk setup, charging points)
- Sustainability practices
- Digital “pre-visit” content like guides or itineraries
Your product is no longer just the room you sell, but the value your guest feels.
2) PRICE: Dynamic, Transparent & Intent-Based
Price has always been the only revenue-generating P. But now it’s also the most exposed, guests compare rates instantly across channels.
Today’s travelers look for dynamic fairness: Rates that make sense based on timing, demand, and value, without confusion or inconsistency.
What influences pricing now and moving forward:
- AI-led demand forecasting
- Real-time competitor shifts
- Guest booking intent (early planner vs. last-minute traveler)
- Mobile vs. desktop pricing
- Membership / loyalty pricing
- Google Hotel Ads visibility
Travelers expect pricing that feels transparent, justified, and smart. Hotels that use data-led pricing and not gut-feel always win.
3) PLACE: Your Visibility Everywhere Guests Search
“Place” used to mean the physical location or distribution channels. Today, the word means digital visibility. Your hotel must appear everywhere a guest begins their search which now includes platforms traditional marketers never expected.
Where travelers search now and onward:
- Google Hotels
- OTAs
- TikTok Travel Search
- Instagram Reels & Guides
- Travel review platforms
- Your own direct website
- Meta search engines
- Messaging platforms (WhatsApp, FB Messenger)
The more visible you are, the more “bookable” you become. This is why a strong booking engine, optimised web content, and OTA consistency are crucial.
4) PROMOTION: Content, Conversation & Community
Promotion is no longer just ads and seasonal discounts. Guests expect authentic storytelling, real videos, and consistent communication across every touchpoint.
Hotels today must speak the language of modern travelers: short, visual, honest, and experience-driven.
What works best now:
- Reels/TikTok videos drawn from real experiences
- User-generated content (UGC)
- Email journeys (pre-stay → in-stay → post-stay)
- Digital partnerships (local attraction, restaurants, creators)
- Creator-led staycations
- SEO content answering real traveler questions
- Retargeting ads for high-intent audiences
Promotion today means being memorable, not just visible.
5) PEOPLE: Your Team + Technology Partners
The heart of hospitality has always been its people. But today “people” also includes your technology ecosystem because tech directly impacts the guest experience and staff efficiency.
A trained, empowered team supported by the right systems produces better service, better reviews, and better loyalty.
People now includes:
- Front desk, housekeeping, F&B
- Revenue, marketing, and reservations teams
- PMS, channel manager & booking engine providers
- Automation and AI tools your team uses daily
A hotel with great people and great tech feels seamless to guests. A hotel with weak processes or unsupported staff feels chaotic online and onsite.
6) PROCESS: The Frictionless Guest Journey
The guest journey has become more digital, more automated, and more expectation-heavy. “Process” includes every touchpoint from discovery to post-stay follow-up and determines whether guests feel cared for or frustrated.
What defines a great modern hotel process:
- Easy website booking flow (3–5 steps max)
- Automated email confirmations and reminders
- Fast enquiry response
- Clear upsell communication
- Smooth check-in and checkout experience
- Rapid, personalised review responses
- Seamless integrations between PMS, channel manager, and booking engine
If your processes are smooth, guests feel it and share it. But if your processes break, guests also share it… loudly.
7) PHYSICAL EVIDENCE: The Proof Behind Your Promise
In hospitality, physical evidence remains one of the most powerful Ps because it proves whether your marketing is telling the truth. In upcoming year, physical evidence includes offline and online elements that shape the guest’s trust and perception.
What counts as physical evidence today:
Offline:
- Room cleanliness
- Ambience and smell
- Interior design
- Staff appearance
- Facilities
Online:
- Your website
- Your social media presence
- Reviews
- Guest-generated content
- Response quality
- Updated photography
Your digital presence is physical evidence because it reflects how much care you put into maintaining your brand.
Technology, trends, and platforms will always evolve but the 7Ps remain timeless because they touch every part of the hotel business.
The reason this framework still works today is simple: It forces hoteliers to think holistically not just about selling rooms, but about shaping experiences, value, and trust. When hotels align all 7Ps, they build a brand that feels reliable, modern, and guest-centered.
