Tourist experiences at nature-based accommodation: a case study of Wilderness Lodge Arthur's Pass, New Zealand

Abstract

As resource managers face a growing challenge of reaching balance between conserving resources and providing quality tourist experiences, it becomes essential to have an understanding of how providing beneficial experiences for tourists can lead to positive action for the environment by fostering environmental awareness.

An understanding of tourists' expectations, value-based motivations, emotions, thoughts and benefits gained is vital if managers are going to continue to attract a particular market segment to a destination, and successfully manage their behaviour and actions once they are on-site (Silverberg, Backman & Backman, 1996). Through a better understanding of the beneficial components of tourists' experiences, operators may be better prepared to offer patrons a positive and meaningful experience while fostering environmental awareness.

This exploratory case study investigated the beneficial experiences gained by patrons to Wilderness Lodge Arthur's Pass in New Zealand. Patrons' demographic characteristics, trip planning method and environmental value-based motivations were also examined. A qualitative approach incorporating 35 in-depth interviews allowed patrons to describe their encounter using their own terms, perspectives and the subjective meanings they attributed to various dimensions of the experience.

The demographic characteristics of participants in the present study were found to be similar to ecotourists in general (Ballantine & Eagles, 1994; Wearing & Neil, 1999). Patrons to Wilderness Lodge Arthur's Pass tended to be from western countries – mainly the United States and United Kingdom, of equal gender ratio, of an older age group (between the ages of 55-69), and highly educated.

Patrons reported two main trip planning methods: the use of a travel agent and self planning where they were informed of the lodge through an Internet search, guide book or word of mouth. Overall, patrons did little investigation of what the lodge had to offer, beyond contact with a travel agent. Both methods of travel planning, however, appeared to have met patrons' expectations. In addition, of these two methods neither provided for a more beneficial experience.

Wilderness Lodge Arthur's Pass patrons displayed varying environmentally conscious behaviour. Overall, patrons were not overly environmentally motivated. A majority of patrons (N=29) did not display environmental value-based motivations but found this aspect to be an 'added bonus' of the experience. Other aspects of the experience, such as the nature-based setting and personal interactions with other patrons and hosts were found to be of greatest importance to the patron experience at Wilderness Lodge Arthur's Pass.

The results of the study indicated that the following eight experiential dimensions conceptualise patrons' experiences at Wilderness Lodge Arthur's Pass: Remoteness, Immersion in nature, Novelty, Personalisation, Interpersonal relationships, Simplicity, Discovery and Activeness. The study's findings, although indicative, have both practical and academic significance. The implications of the study and future research needs are considered.