Evolving trends, challenges in luxury travel: Insights from GM Forum 2024 panel discussion

On September 19, 2024, the Hotelier Maldives GM Forum hosted an insightful panel discussion titled, ‘Redefining the Luxury Travel Experience.’ Moderated by Reena Abdul Wahid, Communications Strategist at the Maldives Association of Tourism Industry (MATI), the discussion delved into the evolving landscape of luxury travel and how industry leaders are adapting to meet changing traveler expectations.

The panel featured Solah Mohamed, Chief Operating Officer of Crown & Champa Resorts, Abdulla Ghiyas, Chairman of Visit Maldives and President of the Maldives Association of Travel Agents and Tour Operators (MATATO), and Ashwin Handa, Senior Vice President of Operations at Atmosphere Core. Together, they explored topics ranging from personalisation and sustainability to the future of luxury travel in the Maldives.

The panel kicked off with an exploration of what luxury means in today’s travel industry. Solah Mohamed explained that at Crown & Champa Resorts, luxury is no longer just about opulence but about creating memorable, personalised experiences that cater to individual guest preferences. “Today, luxury is more about personalisation, privacy, and the seamless integration of services rather than simply offering high-end facilities,” he said.

Abdulla Ghiyas shared a broader perspective on luxury in the Maldivian context. “Luxury travel in the Maldives is about a blend of exclusivity and authenticity. We offer unparalleled natural beauty combined with top-tier service, which has been a key differentiator in the global market,” he noted.

As the discussion progressed, the panelists shared insights into the latest trends shaping luxury travel. According to Ashwin Handa, technology is playing an increasingly critical role in enhancing guest experiences. “We’re seeing the integration of AI and machine learning to anticipate guest preferences even before they arrive. At Atmosphere Core, we’re leveraging these technologies to personalise experiences, whether it’s dining preferences or wellness routines.”

Ghiyas highlighted that wellness tourism and sustainable travel are gaining prominence in the luxury sector. “The demand for wellness-centred experiences is on the rise, and this aligns with our efforts to position the Maldives as a holistic luxury destination,” he explained. He also touched on how luxury travellers are now seeking more immersive experiences, often engaging with the local culture and environment in ways that go beyond the traditional luxury offerings.

Personalisation emerged as a central theme in the discussion, with all panelists emphasising its importance in creating a distinctive luxury experience. Solah described how Crown & Champa Resorts tailors experiences for its guests, from bespoke dining arrangements to customised excursions. “It’s about understanding the unique needs of each guest and delivering an experience that feels crafted just for them,” he said.

Ashwin echoed this sentiment, noting that personalisation can also present operational challenges. “Managing personalisation at scale requires us to be flexible and innovative, but it’s something we prioritise because it’s what luxury travelers expect today,” he said.

Sustainability is becoming a key focus for luxury resorts, and the panelists shared how they are incorporating eco-friendly practices without compromising on luxury standards. Solah discussed Crown & Champa Resorts’ efforts in minimising environmental impact, from reducing plastic usage to promoting reef conservation programs. “We believe sustainability and luxury can coexist. Our guests are increasingly eco-conscious, and they appreciate our initiatives to protect the environment,” he added.

Ghiyas elaborated on the importance of sustainability for the Maldives as a destination. “Luxury travellers are more informed than ever before. They want to know that their travel choices are not harming the environment. This pushes us to align our luxury offerings with sustainable practices, whether through energy-efficient technologies or supporting local communities.”

The conversation also touched on the challenges of maintaining luxury standards, particularly when catering to guests from diverse cultural backgrounds. Solah explained that Crown & Champa Resorts faces the challenge of delivering consistent service while respecting the varied expectations of guests. “Luxury means different things to different people. For some, it’s about privacy, while for others, it’s about personalised service. Our goal is to understand and cater to these nuances,” he said.

Ashwin added that one of the key challenges in the luxury travel sector is the growing competition. “With new destinations emerging, maintaining a competitive edge requires constant innovation and a deep understanding of what luxury travellers value most,” he said.

The panelists shared their visions for the future of luxury travel. Ghiyas emphasised the need for the Maldives to continue positioning itself as a top-tier destination by diversifying its luxury offerings. “We need to focus on innovation and offer experiences that are not easily replicated elsewhere. Wellness tourism, immersive cultural experiences, and sustainability are all areas that will help us stay ahead.”

Ashwin expressed optimism about the future, noting that the luxury travel market will continue to evolve. “We see growing demand for unique, tailor-made experiences. The challenge for resorts will be to continuously adapt while maintaining the highest standards,” he said.

As the panel discussion came to a close, Reena Abdul Wahid asked the panelists for their final thoughts on how emerging luxury destinations can establish themselves in the market. Solah advised new destinations to focus on authenticity and service excellence, while Ghiyas stressed the importance of collaboration between industry stakeholders. “When the entire industry works together, it creates a stronger destination brand, and that’s what we need to focus on,” Ghiyas concluded.

This year’s GM Forum, now in its eighth edition, focused on ‘The Evolving Luxury Landscape’ in the Maldives. Industry leaders discussed the future of luxury travel, including the new luxury traveller’s psyche, digital marketing, and sustainable practices. The forum featured diverse panels and interactive sessions, emphasising personalised guest experiences and local cultural integration. It aimed to foster active participation and share innovative case studies from the luxury travel industry.

Sponsors and partners of GM Forum 2024, the largest gathering of hospitality leaders, include:

• Ooredoo Maldives: Digital Partner (Title Sponsor)
• Bestbuy Maldives (BBM): Silver Sponsor
• Dhivehi Insurance: Silver Sponsor
• Fuel Supplies Maldives: Silver Sponsor
• Maldives Airports Company Limited (MACL): Silver Sponsor
• Manta Air: Aviation Partner
• Male’ Aerated Water Company: Beverage Partner
• Atmosphere Wellness: Wellness Partner
• Souvenir Marine: Transport Partner
• Printlab: Printing Partner
• CROSSROADS Maldives: Venue Partner
• Lights Out: Coverage Partner
• Associate Sponsors: Alia Investments, Villa Hakatha, GAGE, Wyntronix, Uniforms Unlimited and Spa Ceylon Maldives