“When you get into a hotel room, you lock the door, and you know there is a secrecy, there is a luxury, there is fantasy. There is comfort. There is reassurance.” Diane von Furstenberg
Today’s guests have certain expectations for their experience. From comfortable accommodations to excellent customer service, there are a few key things that guests want when they stay at a hotel. Understanding guests’ needs enables hoteliers to build long-lasting relationships with their guests and also assist in driving ancillary revenues.
Let’s dive a little deeper into what guests want:
Cleanliness: One of the most important things that guests want when they stay at a hotel is a very clean room and property. Nothing turns a guest off and usually results in a bad online review in a room that does not meet cleanliness expectations. In addition to traditional cleaning methods, technology can also play a role in maintaining cleanliness, such as using electrostatic disinfection sprayers or UV-C light sterilizers to kill bacteria and viruses. Keep your hotel clean. It’s a must.
Comfortable Accommodations: Another important thing that guests want when they stay at a hotel is comfortable accommodations. There is a trend where guests almost want the feeling of home when staying at a hotel. They want it to feel inviting, comfortable, and “homey”. I personally just would like an incredibly comfortable bed. Nothing fancy, just a great bed.
Excellent Customer Service: Guests also want to feel valued and appreciated during their stay at a hotel. Offering and excelling at the delivery of amazing guest service is now more important than ever and offers personal value during a stay. The pandemic has been a global stressor for most people, and the expectation of high service standards is now top of mind for all travelers.
Sustainability: In recent years, sustainability has become an increasingly important consideration for many consumers, including those who are looking for a place to stay when they travel. Actually, a Booking.com survey stated that sustainability is a top priority for 81% of travelers today. As a result, hotels that prioritize sustainability are becoming more popular among guests.
Technology: Guests increasingly require technology for connectivity, from excellent high-speed Wi-Fi to easy access to charging ports. Technology can enhance the convenience of amenities, such as offering mobile room service ordering, in-room tablets for accessing hotel information and services, and smart concierge services that can provide recommendations and assistance. As people now utilize their smart devices almost constantly, being able to use these devices proactively is a must. Check-in, opening doors, ordering amenities, etc., need to be available, and more importantly, they need to be easy to use. Providing these services and others can be key to ensuring guest satisfaction, especially as remote work and online streaming become more common.
As I have said many times before, as I mangle metaphors, none of this is rocket surgery. It is all basic sense. Figure out what your guests want and give it to them.
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