Development of Visitor Experience Model and Best Practices for Visitor Management at Select Tourism Sites in Sri Lanka

Context

Developing the right tourism products to match visitor experience with expectations not only increases the number of arrivals and repeat visitations but creates ripple effects such as generating new employment opportunities, infrastructure development, and economic effects which improves the local residents’ quality of life. 

Sri Lanka being a country endowed with rich tourism assets, improving the visitor experience while effectively managing the visitors is vital to develop the industry and enhance the competitiveness of the country. This has been identified as a top priority in the sustainable development of its tourism sector and the Sri Lanka Tourism Development Authority has requested UN Tourism´s support in defining best practices for visitor management and designing a visitor experience model to improve tourist satisfaction and help site preservation.

Highlights

As part of the research activities, comprehensive site inspections are being carried out throughout the month of June at key attractions: Temple of Tooth, Sigiriya Rock, the Polonnaruwa Ancient City Complex, Hurulu Ecopark, Galle Fort, Yala National Park, and others. During these visits, consultations with site managers, tourists, and other key stakeholders are held to address issues related to the management of visitor flows and the overall visitor experience. 

The inspections and consultations reveal that multiple factors such as accessibility, safety, service quality, and the diversity of activities significantly shape tourists’ satisfaction and perceptions. For example, the presence of trained guides, effective crowd management, and well-maintained facilities are crucial in enhancing experiences, while deficiencies in amenities or poor signage can detract from visitor enjoyment. Integrating technology and digital tools for real-time monitoring and management of visitor flows is vital to analyze current and future demand for specific locations.

These preliminary findings were presented to the Chairman of the Sri Lanka Tourism Development Authority, Mr Buddhika Hewawasam, and to the Director of Research and International Relations, Mr. Udana Rathnayake, during a mid-term review meeting.

Stay Tuned

A final workshop is scheduled to take place at the end of September 2025 where UN Tourism will present to the various key stakeholders groups a set of recommendations on visitor management and a proposed visitor experience model that can be applied for the selected sites. Ultimately, formulating and disseminating best practices for visitor management, including the integration of digital solutions and stakeholder collaboration, is vital to ensuring the sustainable development and long-term resilience of Sri Lanka’s diverse tourism sites and destinations.