Mandarin Oriental Hotel Group

Making traditional elegance a digital experience

In each of their 29 legendary international properties, Mandarin Oriental lavishes guests in luxury at every point of interaction. They came to us looking to translate that experience in digital so they could increase both engagement and online bookings.



  • Customer Experience Strategy
  • Digital Experience
  • Information Architecture
  • User Experience
  • Social Media Campaigns
  • Content Strategy
  • Web & Mobile Design

Use images for an immersive experience

We designed an immersive website to extend the Mandarin experience into people’s homes. Using powerful images from their photo library, we created an online experience that is as inspiring and luxurious as the hotel itself.

For me, one of the great things about finding CSA and working with them is that I feel that it’s adding to my portfolio of people who are equally obsessed with the details.

Jill Kluge, Group Director of Brand Communications

Mandarin Oriental Hotel Group

Accelerate understanding and drive bookings

By bringing scannable grids of photographs to key points in the user journey, visitors were able to immediately get a sense of the in-room experience. This simple structure drove faster understanding of the properties and increased the number of online bookings.

Create a social experience to deepen loyalty

We created a place for loyal fans to share their love of the brand. Focused on participation, this digital platform gave celebrity endorsers and dedicated guests a place to post photos and tell stories about their personal experiences. And because this community was right on the Mandarin Oriental site, we could convert guests’ enthusiasm into booked reservations.


Increase in direct online reservations


The digital experience was honored with the HSMAI Adrian Award and Stevie Award

Top 5

Moved from 11 to 5 in L2’s Digital IQ Index of hospitality sites