Under the experience economy, passenger experience has become the key to the public service of digital cultural tourism. The thinking and method of service design are of great significance in the sensory design, interaction design and emotional design of travel experience, which brings unlimited opportunities for promoting personalized cultural and cultural tourism. Based on the thinking and method of service design, this case puts forward the principle of urban intelligent hotel service experience, and constructs the hotel personalized service system centered on the passenger experience by analyzing the needs of typical users. Using the methods of questionnaire survey, user interview and user journey map, the paper conducts field research on Dunhuang City Boutique Hotel and finds out the problems of service status. By establishing the user role model, the user needs and design strategies are obtained. Through the experience of tourists in entertainment and leisure, peripheral tourism and cultural perception, the key principles of service design in the sustainable development of hotel services are summarized.