Designing the Arrival Experience

There is a fleeting but powerful transition in every hospitality experience when a guest crosses the threshold of a destination into a world of calm and restoration. This is the psychology of arrival. At WATG this moment is a carefully choreographed sequence that sets expectations, stirs emotion, and defines memory.

People travel to disconnect from the familiar in search of a sense of wonder and discovery. The arrival experience is where the tone of the journey is set. A well-considered arrival affirms the guest’s choice, signaling that they have arrived not just at a destination, but at a state of mind.

The power of these first moments is well-documented. Studies in cognitive psychology point to the primacy effect, the tendency for first impressions to disproportionately shape perception. The Servicescape concept, developed by Mary Jo Bitner, outlines how the physical and sensory attributes of a space, from layout and lighting to scent and sound, influence guest emotion and behavior. A recent study published in the International Journal of Hospitality Management found that reception quality, including the ambiance, attentiveness of staff, and spatial design, was one of the top contributors to guest satisfaction and Net Promoter Score (NPS). The arrival experience, then, is the emotional and psychological foundation upon which the entire guest journey is built.

Key considerations:

• Sequence and Approach
  We consider the full guest journey, starting at the site boundary. This shapes how spaces unfold, building a sense of anticipation as guests move toward the heart of the property.

• Orientation and Flow
  Clear and intuitive movement is essential. We design for smooth circulation whether guests arrive by car, on foot, or by boat, ensuring transitions feel effortless from entry to check-in.

• Framing and Thresholds
  Architectural elements signal the point of arrival. Portals, canopies, and framed views help create a welcoming transition and a clear sense of entry.

• Materiality and Tone
  Materials are chosen for their connection to place and their ability to evoke feeling. Texture, color, and finish work together to establish mood the moment a guest steps inside.

• Sensory Engagement
  We think beyond what a space looks like. Light, sound, scent, and texture are layered to create a multi-sensory experience that resonates emotionally and stays with the guest.

• Connection to Nature
  Landscape is part of the journey. Planting, water, and natural materials guide the transition around the property and reflect the local environment.

• Cultural and Contextual Relevance
  Arrival experiences are shaped by their surroundings. We draw from local architecture, materials, and traditions to create a story that feels authentic and rooted.

• View and Reveal
  We often design arrival to culminate in a reveal. Whether it’s a courtyard, ocean view, or distant peak, these moments are designed to leave a lasting impression.

Peeling away from a busy road that funnels visitors to the beaches of Canggu, WATG turned a narrow area of the site into a welcoming private driveway to the resort. The driveway slows down the frenzied traffic to create a ‘decompression moment’ – a fitting prelude to the tropical oasis that beckons at the hotel arrival area. 

Arriving under the shade of the main drop-off, guests are greeted by a sense of calm as they start their journey of peace and relaxation. A bridge set over a serene water court leads to the arrival pavilion. Surrounded by tropical landscape, the arrival pavilion features materials and details that allude to Balinese culture, yet the architectural language is decidedly contemporary.

Guests are invited to experience Hotel Wuxi on a journey through time. A central water feature with a large opening above, a pure and circular form which symbolizes harmony and unity, welcomes the arrival and draws guests into the tranquil courtyard environment. Inspired by Chinese garden principles which represent a microcosm of nature, tranquil spaces with shifting and borrowed views are created.  

Water is celebrated as a connector and woven throughout the storytelling. A network of canals is extended from the old town into the resort, flowing to connect people, spaces, and experiences. Guests are ferried to their villas by boat, a carefully orchestrated and immersive ‘slow travel’ arrival experience. 

Paying homage to the intellectual pursuits of Hua Tai Shi, a revered grandmaster and scholar, The Living Room, comprising the lobby and lounge, is envisioned as a traditional library and house of wisdom. The ambiance is enhanced by the natural elegance of timber and stone, chosen for their ability to age beautifully. From the smoothness of polished timber to the intricate weave of silk tapestries, every surface tells a part of Hua’s story. This tactile experience is enhanced by curated scents and subtle sounds, designed to evoke emotion. 

The guest journey begins with a sculptural “mountain” of Cabo stone that curves for 100 meters, flanked by fire urns and Agave. This leads to the Fire Courtyard, defined by native cactus, pale stone, and handcrafted fire bowls that cast dramatic shadows at night.

In contrast, the Water Courtyard offers calm and coolness with a dark stone pool, bamboo planting, and a native tree as a focal point. The overall layout follows a rhythm of quiet, enclosed spaces opening to expansive ocean views, where guests can take in sunsets and migrating whales.

Working in collaboration with Ian Schrager Company, the design narrative was drawn from local elements and reflected the building’s fabric. Upon arrival, guests are greeted by lush landscaping, meandering walkways, and subtle lighting leading into the hotel’s lobby, which features a five-story atrium and a sinuous balustrade that echoes the movement of water. The focal point of the lobby is a suspended, large-scale kinetic installation by world-renowned art collective Studio Drift, which pays tribute to evolution and the ultimate human desire to be able to fly. 

The arrival experience at Yanbai Villa weaves together traditional Chinese artistry with contemporary design. Stones and tiles from the site were repurposed into a vibrant tapestry of blue and green, framed by the suspended timber ceiling. A fossilized stone centerpiece at reception offers a tactile sense of permanence and calm. The interiors unfold as a quiet journey of contrast and contemplation, where traditional Chinese sensibilities meet contemporary luxury, and each space invites presence and reflection. 

“To ensure an all-encompassing sensory experience, each space is carefully curated through a balanced play of visuals, lighting, proportion, colour and textural contrasts. Beckoning guests in, a grand wooden ceiling structure is suspended in the arrival area and connects the outdoor setting to the dramatic interior. ” – Deepu Mahboobani, Managing Principal, Wimberly Interiors

A well-designed arrival experience introduces the narrative of the destination, creates emotional resonance, and sets the tone for everything that follows. It’s a moment of connection, where expectation shifts into experience. At WATG, we treat arrival as the first chapter in a story, the beginning of a journey, shaped by the land, the culture, and the desire for something memorable. Through careful integration of master planning, architecture, interiors, and landscape architecture, we design arrivals that feel intuitive and offer guests a sense of calm and wonder, something they’ll carry with them well beyond check-in.