Field Notes
Luxury Wellness, Standards & The Guest journey
The Wellness Industry Showed Its Hand. Here’s What I Saw.
Las Vegas is not a city that does anything quietly. So it was fitting that the International SPA Association chose it as the backdrop for what turned out to be one of the most forward-facing conferences the wellness industry has seen in years. I was there in a media...
$22.5 Billion Says the Spa Industry Is Thriving. So Why Are So Many Struggling?
Twenty-two and a half billion dollars. That's what the North American spa industry generated in revenue in 2024, according to ISPA's most recent study. Third consecutive year of growth. Visits up over three percent. Revenue per visit climbing. By every macro measure,...
The Invisible Gap: Why Luxury Spas Drift (and How to Bring Them Home)
Every luxury wellness property begins with a clear vision. It’s a vision of sanctuary, of seamless service, and of a guest experience so restorative that it stays with a person long after they drive away. But as any leader in this industry knows, there is a quiet,...
What the Wellness Industry Has Always Known About Standards — And What It’s Still Learning
The word "standards" does not have a great reputation in wellness circles. It carries weight that feels at odds with the industry's identity, the suggestion of clipboards and inspection rubrics, of measurement imposed from outside onto something that is, by its...
The Real Cost of Inconsistent Spa Standards in Luxury Wellness
There's a version of this story every luxury spa leader knows. A guest books a weekend retreat based on a glowing online review. They've seen the curated Instagram feed, read the promise of "transformative wellness experiences," and paid a premium price to be there....
Why Your Spa Guest Experience Falls Short of Your Brand Promise — And What to Do About It
You built something exceptional. The design is right. The treatment menu is carefully considered. The brand story is clear — at least on paper. And yet something isn't landing the way you imagined. Guests are pleasant but not effusive. Reviews are good but not...
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Fresh perspectives on luxury spa/wellness business operations and guest experiences. Dive into my latest articles to help your team move from “doing” the standard to delivering the brand promise.