What do guests expect from their accommodation provider?

Some aspects of
the guest experience are timeless. Travelers tend to expect, among
many other things, cleanliness, complimentary shampoo, proximity to
business meetings or key attractions, and a great view. But with
emerging technologies and evolving guest needs, hotels are having
to play catch up to stay current with guest needs.

When booking a hotel room, guests have expectations that are
determined by various factors such as the images of your property
that are on the web, reviews that other guests have left you, the
descriptions you have, etc. All you have to do is manage, and
eventually exceed these expectations and guest satisfaction is
guaranteed. Here are some things that guests now expect to be
available to them when they visit your property.

Instant connectivity

After price and location, this may very well be the most
important factor in a guest’s decision to book with you
specifically. Many guests have said they would give up some
amenities for better connectivity during their stay at their
accommodation. For many guests, Wi-Fi is a
necessity, not a privilege, and they laugh at the suggestion that
they should have to pay for a service the coffee shop down the
street is offering for free.

Mobile Check-Ins and Digital Keys

With the theme of instant connectivity comes mobile check-ins
and digital keys for rooms. Boarding passes, event tickets and
reservations can all be loaded onto smartphones, so there’s no
reason why you shouldn’t be able to check into your room on your
mobile device either. This saves the guest time and allows them for
a quick and easy check-in service at their own pace.

Simply check-in online, receive your room number through a
confirmation email or text and head for that room when you get
there. It couldn’t be any easier and is a great way to save
time.

Fast and easy to use booking system

These days, this really goes without saying. This is the direct
place where decisions are made for guests. They either book with
you or they don’t. Having a sufficient and easy-to-use
online booking system
makes all the difference. STAAH’s
products give you the option of personalising your
booking engines
against your brand and to give your guests a
seamless experience by booking your property in
three easy steps.

STAAH booking system is PDS2
ready for European properties.

Sustainability is a given these days

Guests are becoming increasingly environmentally
conscious
so they automatically expect accommodation to be
the same. If you haven’t already, it is important that you
highlight your eco-friendly initiatives such as
waste reduction and recycling programs, renewable energy and
water-saving initiatives, use of local and organic produce, or the
availability of electric car recharging stations. This will provide
your guests with the comfort and knowledge that you too are doing
your part to be eco-friendlier and sustainable where you can.

A personal connection

I don’t know about you, but when I travel and stay somewhere,
I still like to feel like I am at home (minus the everyday hustle
and bustle of course)! But the feeling of being looked after and an
added personal touch. While true that great
service has always been a fundamental part of hospitality,
technology has replaced some of the services guests once took for
granted. Automation is driving more self-service — including
mobile check-in and check-out — but
fundamentally, guests still want hotel staff to take care of them
in some regards.

Guests don’t want to just feel like any other guest that’s
stopping in the hotel for a night and then forgotten about in the
morning. A personalised, tailored service is always expected by the
guest and is a great way of keeping them 100 percent satisfied.
Ways to do this could be a welcome note upon arrival, or a valet
service. Some hotels are even getting mobile savvy and using
‘push notifications’ to use as reminders to
guests such as

‘your massage is booked for 2pm today Mrs James’. Keep it
personal and savvy, one step ahead of the guest!

If you can meet and surpass all of the main guest expectations,
then you’re well on your way to satisfying your customers and
hopefully turning them into loyal brand advocates. Your customers
should always come first and you should always strive to go above
and beyond to ensure that they enjoy their stay.

 

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What do guests expect from their accommodation provider?

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What do guests expect from their accommodation provider?