Sometimes, people select a place with the objective of relaxing, enjoying beautiful landscapes and finding tranquility; however, it is the experiences and sensations that are experienced that transform a trip into an unforgettable memory. I experienced this in La Judería de Vejer, where I recently celebrated my 40th birthday with my family. The experience was perfect, the setting, really charming... but what really left a mark was the emotional connection I established with the brand.
In that place I understood that customer experience is not about a specific area or a set of rules: it is a way of thinking that is reflected in every detail and in every corner, as long as there is a brand that values service, people and emotions.
Vejer de la Frontera is, in itself, a dream setting: an intricate network of white streets, steeped in history and with the scent of the sea in the air. However, La Judería de Vejer has been able to take advantage of this environment to give life to something even more special: spaces full of affection in which wine is always the protagonist, as expressed by Ana, Joaquín and Mario, the founders of the team.
Their approach is clear and forceful: establish businesses of accessible dimensions, implement authentic sustainable practices, collaborate with local suppliers, innovate without sacrificing substance and, most importantly, make each individual feel at home.
And that's just what I experienced.
We stayed in one of the apartments at Casas La Judería in Vejer. When we opened the door, we found a story waiting for us: a bottle of manzanilla on the bed accompanied by a handwritten note that read:
"In La Judería de Vejer, we celebrate dreams with a shot of manzanilla. Let's raise our glasses to yours: to those that have already come true and to those yet to come."
That expression was not simply advertising, but a manifestation of purpose. It represented the essence of the brand and sought to initiate the experience in an emotional way, rather than turning it into a mere procedure.
We were on a trip with our dog, Soto, and they had left us some cookies for him. A small effort that had a big meaning: they had paid attention to our needs. They accepted Soto as a member of the family, not just as an extra costing 15 euros per night.
Our little Julen, who is eight months old, already had his crib ready. There was nothing more to wish for and nothing more to look forward to: we just wanted to enjoy the feeling of being at home.
Networking: when your companies communicate with each other
However, the real charm came at the birthday dinner, at the Taberna La Judería de Vejer - a different place, in a different building, with a different ambience - and yet it was totally integrated with our accommodation.
When we arrived at the table, we found a gift: a custom-made onesie for Julen, which included a picture of him and Soto, along with a greeting card.
That feature not only filled us with enthusiasm, not only made a great impression, but also showed that the brand was cohesive, active and working in a coordinated manner.
It is not common that an inn and a restaurant, although physically distant by several tens of meters, manage to exchange information, empathy and objectives to create a joint experience. However, when this happens, the visitor perceives it as something natural. Therein lies the essence: allowing the surprise to emerge in a fluid way. By the way, they also offered us dessert 😄.
Today Julen wears his onesie with enthusiasm at school and the image they gave us adorns our fireplace mantel. It's a chapter of our family history... and also a part of the brand's history.
What makes this experience an example of an emotional experience for the customer?
1. True customization
It is not about using predefined models or automatic procedures; it is about being attentive, listening and responding.
That's when I understood why Ana asked me for a photo of the two youngest members of the family a few days before I arrived.
Relationship between companies
The collaboration between the lodge and the bar was excellent. This connection significantly enhances the quality of service.
3. Emotion as a tactic
Aspects were not designed to amaze, but to provoke emotions. When a brand manages to connect with the emotional realm, it ceases to be just a supplier and becomes a lasting memory.
4. Mark with intent
Its approach, which includes love, wine, sustainability, local products and innovation, is not just a slogan: it is reflected in every action.
Turning 40... and feeling at home
I wanted to commemorate my 40th birthday in a serene way, away from the stress of work, surrounded by my family, in a lovely place. My only expectation was to enjoy the peace, excellent food and relaxing moments.
What I got was something much deeper: warm treatment, a genuine interest in my well-being and a genuine emotional bond that cannot be simulated.
For this reason, I would like to dedicate this article to Ana Poley, who provided an exceptional, welcoming and caring service. I am grateful for her ability to demonstrate that a brand can go beyond simple accommodation and remain in the visitor's memory.
Director of TecnoHotel. He holds a degree in Journalism from the Complutense University and has more than a decade of experience in the educational and cultural field. Since 2017, he has been in charge of the editorial and coordination of TecnoHotel. He has held the positions of editor and editor-in-chief, and was appointed director in September 2023.
