The Great Guest Experience Race: Why Cruise Lines Are Sailing Past Resorts
- Ralph de Klijn
- 2 days ago
- 4 min read
The hospitality world is changing fast. Both cruise lines and resorts want the same travelers, but one industry is clearly winning the guest experience battle. And it's not the one with the permanent address.
Technology That Actually Works
Cruise lines jumped on digital tools like their lives depended on it. Passengers use mobile apps to control cabin temperature, book dinner, and even order drinks. RFID wristbands replace room keys and wallets. Everything connects.
Most resorts? They're still fighting with basic WiFi and outdated systems. While cruise passengers order cocktails from their phones and get live updates about port activities, resort guests wait in lobby lines to ask simple questions.
Why cruises win: They built tech systems that actually help guests instead of frustrating them.
Making Everyone Feel Special
Here's what's impressive: cruise lines make 4,000 passengers feel like VIPs at the same time. They use guest data to predict what people want, suggest restaurants they'll love, and recommend shore trips based on past choices.
Resorts handle fewer guests but often treat everyone like a number. You check in and become "guest 247" instead of a person with specific needs and preferences.
Why cruises win: They remember what you like and use that information to make your trip better.
Entertainment That Evolves
Cruise entertainment went from cheesy lounge singers to Broadway shows, celebrity chef restaurants, and experiences that rival Disney parks. Robot bartenders, virtual reality, multi-story entertainment decks – they never stop trying new things.
Resort entertainment? Still mostly pool games and evening shows that haven't changed since the 1980s.
Why cruises win: They have to innovate because they can't rely on location alone.
Service That Connects
Cruise staff go through intense training that teaches more than just job skills. They learn how to create real connections with guests. Service isn't just about being efficient – it's about making people feel genuinely cared for.
Many resorts still train staff to be polite and helpful, but miss the deeper connection that turns a good trip into an unforgettable one.
Why cruises win: They train people to care, not just serve.
Operations That Flow
Managing thousands of guests in a moving hotel while visiting different countries requires serious operational skills. Cruise lines had to perfect every process – from getting on the ship to dinner reservations to entertainment scheduling.
This shows up in the guest experience. Everything flows smoothly because it has to. Resorts often haven't identified the small frustrations that add up to big problems.
Why cruises win: They eliminated friction because they had no choice.
Innovation Born from Necessity
Cruise ships can't compete on beaches – every Caribbean destination has those. So they compete on experience, service, and amenities. They innovate because they must.
Resorts in beautiful locations sometimes get lazy. They think the setting sells itself and stop pushing for better experiences.
Why cruises win: Beautiful locations made them complacent while cruise lines got creative.
But Resorts Have Their Own Magic
Let's be fair – resorts aren't losing everything. They have advantages that cruise lines can never match.
Authentic Cultural Connections: The best resorts don't just offer a place to stay – they offer a gateway to local culture. Guests can experience authentic local cuisine, learn traditional crafts, explore nearby communities, and connect with the destination in ways that cruise passengers, with their limited port time, simply can't.
Personalized Intimacy: A 200-room resort can know every guest's name, remember their coffee order, and customize experiences in ways that most cruise ships struggles to match. When done right, resort staff become local ambassadors who create genuine relationships.
Immersive Experiences: Resorts can offer multi-day cooking classes with local chefs, guided nature walks with resident experts, or cultural workshops that go beyond surface-level entertainment. They have time to create deep, meaningful experiences.
Flexible Pacing: Resort guests control their own schedule. Want to sleep until noon? Fine. Prefer dinner at 6 PM instead of 8 PM? No problem. This flexibility is something cruise schedules can't always accommodate in the large ship categories.
The Smart Resorts Are Learning
The most successful resorts today are taking notes from cruise industry innovations.
They're hiring cruise industry experts to help them:
Streamline operations using proven cruise methodologies
Implement better training programs that focus on emotional connections
Use technology to enhance rather than complicate the guest experience
Create seamless service delivery that eliminates common frustrations
These forward-thinking resorts combine the best of both worlds: cruise-level operational excellence with resort-style cultural immersion and personalisation.
Training Makes the Difference
Whether cruise or resort, the properties that excel share one thing: comprehensive training and development programs. Staff who understand both technical skills and emotional intelligence create experiences that guests remember long after they return home.
The best resorts are investing in training programs that rival cruise industry standards, while maintaining their unique ability to showcase local culture and create intimate guest relationships.
What Both Industries Can Do
Smart operators in both sectors can improve by:
Building tech that helps guests instead of complicating their stay
Training staff to create connections not just complete tasks
Using guest data to personalise experiences
Fixing the small annoyances that guests notice but don't always mention
Always looking for better ways to serve guests
Leveraging unique strengths while learning from other industries
The Real Difference
Success isn't about cruise versus resort – it's about understanding that today's travellers expect experiences that feel personal, smooth, and memorable.
The winning properties invest in the right systems, train their people properly, and build cultures focused on guest satisfaction. They treat hospitality like both an art and a science.
Your Next Move
Whether you're running a cruise line looking to stay ahead or a resort ready to elevate your guest experience, the path forward combines the best of both worlds. At iStrive, we've spent decades in both industries – from launching new cruise ships to rebuilding resorts after hurricanes. We understand what makes guests happy because we've seen it work across different types of properties and different types of travellers.
We help cruise lines maintain their edge through operational excellence, staff training, and guest experience innovation. We help resorts close the gap by bringing proven cruise industry practices to land-based hospitality, while preserving the cultural authenticity and personalized service that makes resorts special.
The guest experience race isn't about one industry beating another – it's about both industries learning from each other to create better experiences for travellers.
Ready to elevate your guest experience?
Contact iStrive:
Email: info@istrive-ltd.com
UK +44 203 916 5708
US +1 786 414 2084
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