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How often do you walk into a hotel lobby and instantly have a bad reaction? You don’t quite know why you’re feeling uncomfortable in the space because all of the things that should be wrong are right – the doormen are polite and efficient, the check-in staff knew who you were, the lighting is flattering and the whole place is generally well-designed. Does the same thing happen to you in restaurants? The service is good, the wine list perfect, the chairs comfortable and the food impeccable yet you know you’ll never return.

So what is it? Could it…



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