Resumo: World Heritage Cities are tourist destinations with a long tradition that attract a high influx of visitors. On the other hand, the “Smart Destination” (SD) model was created as a new paradigm of destination management, strongly promoted by the Spanish Central Administration. Bearing this in mind, this article aims to explore the knowledge and interpretation of the SD model revered by the stakeholders of a World Heritage destination. To this end, the city of Segovia has been chosen as the subject of our case study. A total of 28 semi-structured interviews were conducted with destination stakeholders and experts in the smart destination model. The results obtained show the need to adopt a bottom-up approach that develops human capital and a more strategic orientation. An action model is proposed based on the central issues identified by the stakeholders.
