Procrustes and Hospitality: Avoiding the One-Size-Fits-All Approach

Written by Ahmad Tekriti

While reading Nassim Taleb, I stumbled upon an fascinating myth that immediately resonated with my daily experiences in the hospitality industry. The legend of Procrustes, from Greek mythology, tells the story of a hotelier infamous for his iron bed. He invited travelers to spend the night, but none ever fit the bed perfectly. To “adjust” his guests, Procrustes would stretch or amputate them to force a fit. This horrifying tale serves as a stark reminder for modern hospitality: a one-size-fits-all approach can leave guests feeling neglected and undervalued.

In today’s data-driven era, guests expect tailored experiences that align with their unique preferences and circumstances. Anything less feels impersonal and outdated, especially when guests know hotels already collect data about them during booking and online check-ins. A failure to leverage this information is a missed opportunity to deliver the memorable, personalized experiences guests increasingly demand.