Experience is Everything: A Lesson in Hospitality from Hotel Esencia
A globe-trotting photographer with an eye for beauty re-examines the client experience with his toes in the Tulum sand.
Any talented photographer can take a decent portrait of another person. I have built my business by not only offering top-tier photography services, but by elevating the client experience to a level beyond expectation. The way my subjects feel when they are in my studio, on my set, or wherever they send me is critical to the outcome we see in their final images. From our first meeting to our final review, I want my clients to feel seen, heard, appreciated, and celebrated. At TRIS Studio that could mean pouring their favorite wine, or playing their chosen artist through my speakers to set the tone. No matter the thoughtful touches, it always means making my clients feel valued and pampered like they deserve.
On a recent vacation to Mexico, I had the pleasure of being on the receiving end of a world-class client experience at Hotel Esencia, about 30 minutes from vibrant Tulum. It was here that I reveled in a level of hospitality and attention to detail that not only left me feeling brand new, but inspired me to find new ways to cater to my own clientele at TRIS Studio. Here are some of the standout efforts made by the staff at Hotel Esencia that truly put this resort over the top:
Leading up to our stay I was connected with a VIP coordinator. They are there to answer any and all questions you may have before your trip. She provided their food menus in advance so I could share them with my nutritionist. I also got the spa menu and started to fantasize about the treatments that I would be having while there.
We were given a personal concierge for our stay. We were connected with them via WhatsApp upon entering the property, and from that moment onward, if there was anything we could possibly want, we would text them and they would make it happen.
Here are a few examples:
I hate packing and unpacking. He got that done for me.
I had him schedule, and alter, all my spa appointments.
He also made any reservations I needed for the various restaurants. One of which, Beef Bar, being a Michelin Star restaurant with locations in Paris, Monaco, and Hong Kong.
Upon checking in, we were asked the following questions:
What paper do you enjoy reading?
How do you take your coffee in the morning?
What time do you typically rise each day?
Do you have any allergies?
Every morning at the appropriate time, our coffee (mine iced of course) would be brought five minutes before we woke and placed on our patio, along with the paper and a daily agenda of what to expect on the property that day. They also took the time to make personal suggestions for activities and spa treatments.
At Hotel Esencia, you can make your experience what you want. If you’d like some R&R or you want to focus on wellness, your time is tailored to you. For me, I wanted to focus on wellness and as a result, I got their Rooftop Wellness Suite, for around $1700/night. Equipped with a Peloton bike, weights, yoga mats, TRX cables, and even a virtual personal trainer upon request.
The spa was, as you would expect, particularly pricy, but I truly believe you get in equal proportion to what you spend here. The treatment options were not only what we are familiar with from our local spas, but they were sure to utilize the geographic location as a source of inspiration for both the architecture of the spa, as well as the varied treatment options.
In addition to the various treatment options (including wonderful facials with Tata Harper skincare), you have access to the following anytime during the day with no need for an appointment:
Infrared sauna
Steam room - I recommend asking for a body scrub (which is also complementary) to use while in the steam room.
Cold (more like cool) plunge tub
Hot tub
What will blow your mind is that they will ask you how long you wish to stay in each treatment room, and after they offer you a beverage they will personally come get you upon completion of the duration you planned to stay in each room. What that means is you can truly disconnect–no need to bring your phone, or leave your watch on to keep time.
I enjoyed a morning walk every day with Henry, and I noticed that there were 32 (yes I counted) uniformed men raking the beach front.
Each beach cabana had a designated service button. From the moment you click that button to the moment a smiling gentleman comes to take your order was a short three-minute wait, at most.
And here is my favorite part. The hotel had several restaurants but if you think that mattered, you'd be wrong. On the first night, we all wanted to eat at different places. One was interested in sushi, another steak, so we all sat at TAIYO and each of us ordered from a different menu. No problem. And the food came out all at the right time, cooked to perfection. On our last night, I wanted to sit at MISTURA. Our dinner was lovely. I had a craving for something random though—octopus. It was not on the dinner menu, but they happily accommodated my request and it was absolutely delicious.
As you can imagine, I had a difficult time leaving Hotel Esencia. From the minute we stepped onto the property, to the second we (reluctantly) left, no detail was overlooked. This team has mastered the art of the client experience, truly making guests feel heard, appreciated, and pampered throughout their stay.
Providing an unparalleled client experience is something I have always prioritized with my business, and this trip proved to me just how far that extra effort can go in making my clients feel special on set and confident in front of the camera. Now I’m left brainstorming how to reach Hotel Esencia’s level of attentiveness and care at TRIS Studio.
Are you ready for the photo experience of a lifetime? Reach out to book your session and let’s make some magic together.
