5 Simple Ways to Improve the Guest Experience

Guests are more likely to choose a well-rated hotel than a cheap one.

Consistently improving the guest experience is integral to keeping up with the competition. As new staff and trends come and go, you have to keep up your reach towards perfection. In today’s digital age, where a single negative review can spread like wildfire, a clean reputation is more valuable than ever. Guests have a lot of power in influencing the choices of other customers with their online feedback. An unhappy guest can easily share their complaints on social media or review sites, deterring potential guests from booking with you.

According to research from TripAdvisor, 4 out of 5 consumers either always or frequently look at reviews before booking a hotel. Nearly 80 percent are more likely to choose the hotel with a higher rating when picking between otherwise identical properties. The good news is that the majority of travelers also look at about nine reviews at a time and tend to ignore the “extreme” ones. So while one poor experience won’t necessarily ruin you, it’s of course important that you ensure your reviews are consistently positive. If you see a guest that’s particularly satisfied, you and your staff should definitely give them a little nudge to leave a review.

Here are a few ways to make sure you keep your guests happy and your review section positive.

Personalized options

You should have an understanding of your guests’ preferences, such as their preferred room temperature, type of pillow, or dietary restrictions. By recording these details in a guest profile, hotels can offer a more customized experience, making guests feel valued and attended to throughout their stay. One way to do this is by sending out a pre-stay questionnaire about any special needs/wants they may have.

Efficient check-in and check-out processes

Sitting through a frustrating check-in process is a terrible way to set the tone of a guest’s trip. A bad check-out experience is even worse, as it’ll be the most recent thing they think of when considering an online review. Offering mobile check-in options allows guests to bypass lines, while express check-out provides a hassle-free experience from start to finish.

Keeping up with tech

Providing reliable high-speed Wi-Fi, enabling smart room controls, and offering access to popular streaming services ensures that guests can stay connected and entertained. Even I was personally able to install a couple of voice-activated lights, and I’m not living in luxury. And business travelers who can’t maintain a wifi connection are sure to leave frustrated. Using modern technology adds to the overall convenience and uniqueness of the stay. If upgrades are too expensive to install in every room, consider adding them to a portion of rooms that guests can reserve special for a few extra bucks.

Common areas

Creating public areas like comfortable lounges or outdoor spaces to relax in the fresh air encourages guests to really take the time to enjoy their stay with you. These spaces are great for socializing, making the hotel that much more memorable. By providing these amenities, you create an environment where guests can relax, unwind, and connect with others during their stay.

Insights on the local area

A knowledgeable and approachable concierge staff member can improve the guest experience by offering recommendations for local attractions, helping with restaurant reservations, and offering insights into the neighborhood. If you can’t afford to keep a small team dedicated to this, consider a spot with brochures for local attractions, a calendar of upcoming events, or lists of local favorites like restaurants, spas, or shopping areas.