Traditional guest feedback methods such as surveys or mystery shopping are not ideal for collecting information about customers\u27 reactions to a hotel\u27s physical design. Because design is a visual medium, survey questions may not capture the whole of a guest\u27s reaction to the design. By the same token, the reaction of mystery shoppers to design is not necessarily representative of all guests. Instead, a photography-based approach allows guests to show managers and researchers what they consider to be the hotel\u27s design highlights and failures. A pilot study indicated that guests took notice of design elements that signified that the hotel was being considerate of their needs, as well as providing a functional, high-quality environment
