Users landing on a 404 page typically feel being lost or stuck. For a luxury hotel brand, a broken link can shatter the sense of hospitality and service, leading to immediate site abandonment.
To transform a technical failure into a brand-building moment. The goal was to reduce bounce rates by utilizing "hospitality-first" microcopy that humanizes the error and provides intuitive re-routing to high-value pages (Booking, Rooms, and Special Offers).
I utilized Contextual Empathy and industry-specific metaphors. Instead of a cold "Page Not Found," I framed the error appropriately and strategically placed "Rescue Links" to ensure the user journey continued without them having to use the back button.
Elimination or drastic reduction of bounce rate from the website