The Culloden Estate & Spa, Northern Ireland’s first five-star hotel, has completed a £500,000 (€585,000) investment to upgrade almost 100 bedrooms, reinforcing the central role of Customer Experience in driving growth within the premium hospitality sector.

Located near Holywood and owned by Hastings Hotels, the estate has recorded a strong year of performance, with increased demand from both the Republic of Ireland and the United States. The refurbishment focuses on the hotel’s fourth-floor garden rooms, delivering upgraded interiors designed to enhance comfort, wellbeing and guest satisfaction.

The programme included new soft furnishings, lighting, seating and décor, alongside a complete bathroom refit. The upgrades are positioned as a strategic response to evolving guest expectations, where quality of rest, spatial comfort and attention to detail are increasingly critical to brand loyalty and repeat visitation.

Cormac Fadden, general manager of the Culloden Estate & Spa, said: “We’re delighted to unveil our newly upgraded bedrooms, which have been thoughtfully designed to reflect the character of the estate while balancing timeless luxury with contemporary comfort.”

He added: “Our bedrooms play a central role in the guest experience and this investment underscores our commitment to creating restorative spaces where guests can relax, from elegant interiors to beautifully finished bathrooms, with wellbeing at the heart of every design decision.”

For senior decision-makers across hospitality and service-led industries, the investment highlights how Customer Experience is being operationalised through physical environments, not just service delivery. Bedrooms remain the primary touchpoint in luxury accommodation, directly influencing online reviews, pricing power and brand differentiation in competitive markets.

Fadden added: “Ongoing investment in our bedrooms, facilities and our team during 2025 ensures we are well positioned for the next phase of growth.”

Follow the full story behind the Culloden Estate’s latest investment and growth strategy.

(Photo Credits to Bradley Quinn)