How Da Nang retains tourists through quality service and positive experiences
DNO - In the context of an increasingly fierce competition among destinations, Da Nang has identified the retention of visitors through new products and positive emotions throughout their stay as a vital factor for the sustainable development of its tourism sector. And those experiences, first and foremost, are created by the people who work in tourism.
Enhancing service quality
Contrary to the traditional focus only on new products or beautiful scenery, Da Nang is shifting its emphasis to creating "positive emotions throughout the stay" - a factor highly valued by travelers and a key factor in their decision to return to the destination.
Such emotions do not just come from amazing landscapes, but begin with the smallest things like a friendly smile at the reception desk, attentive guidance from reception staff, or thoughtful directions while exploring the city.
In a review posted on the website http://www.airbnb.com.vn, Mr. Mark Wilson, a tourist from Australia, shared that what impressed him most during his stay at the Sol Villa based in Son Tra Ward was the enthusiasm and friendliness of the accommodation staff.
“They were always ready to help, from small things like giving directions and recommending restaurants to the way they greeted me whenever we met. It made me feel like I was at home” he wrote.
Mr. Mark Wilson's very personal experience quite clearly reflects the current trend among today’s travelers: a preference for destinations that offer positive, human-centered experiences.
Therefore, alongside investments in infrastructure and new tourism products, Da Nang has identified service quality enhancement and the cultivation of a tourism etiquette culture as key differentiators to retain visitors over the long term.
And under this approach, the tourism workforce is considered as the city's "image ambassadors".
One of the key strategies is the implementation of the Da Nang Tourism Culture Criteria (Da Nang SMILE), launched in 2025. The "SMILE" message is not just a slogan, but also a commitment to sincerity in service which is an essential factor that allows visitors to feel respected and genuinely welcomed.
Enhancing digital experience
Beyond the human factor, Da Nang is also promoting digital communication and developing smart tourism experiences. New digital platforms such as VR360 maps, smart tourism assistants, and promotional content on social media are being invested in to better attract and interact directly with modern travelers.
At the same time, night-time tourism activities, festivals, culinary experiences, and river- and seaside-based experiences are becoming increasingly diverse, helping to extend visitors’ length of stay and stimulate deeper exploration.
In reality, many international visitors return to Da Nang not only because of its beautiful scenery or reasonable prices, but also the consistent quality of service and the polite, attentive, and warm attitude of the staff.
When positive conduct becomes a shared habit among tourism workers and local residents, the image of Da Nang as a city that is “worth visiting and worth remembering” will be further enhanced and spread more strongly in the hearts of tourists.