ILH – Persona / Regular Guest


Lewis Mackenzie

Technology Consultant

Age:                                  41

Income:                            £70.000

Location:                          Tunbridge Wells

Tech:                                 Dell laptop for work, iPhone11, Fitness tracker, iPad

Comfort with tech:         High


A quite place where he can have good night sleep. Easy access to public transport to get around to see his clients. Meal options, breakfast and dinner, perhaps also room service. Familiarity with the room and hotel is important. Preferably he likes the same room at every stay, because he is in town for work 2 x a month. Has a friendly yet professional relationship with the reception staff. He ll need parking for his car as well as an ironing board in the room. He ll need an invoice at the end of the stay with all his expenses.

Pain points

Doesn’t want to waste time at check-in and check-out.

To look for a restaurant after coming back in the evening.

To look for parking in the city center.

To have to get used to a new room environment.


To have effortless stay.

Diane and Dave Bingham

Teacher, Bus driver

Margret Kipling

Travel Agent

Jane Phillips

Hospitality Reservations Manager