Whether you’re a hotel professional or an owner? Guest satisfaction must be the top priority for you.
If you’re trying your best to provide the best experience to your guests but still think there is something you’re missing.
It’s time to recognize those mistakes that entrepreneurs make in the beginning and hit the nail on the head by asking the right question. Which is obviously, what matters most to the hotel guests?
In this blog, we have covered everything that most guests expect from a hotel so that you can offer your guests the treatment, service, and facility they would appreciate and leave their valuable reviews to increase your hotel’s reputation.
So, let’s get started to find out what matters the most to the hotel guests.
7 Things That Matters The Most To The Hotel Guests
Many hotel chains and travel agencies continue to improve their facilities, amenities, and technology. In spite of that, they still fail to improve customer satisfaction rate.
Therefore, we have done the research to get you what are the things that matter most for the hotel guests and put them together for you here.
1. Competitive Pricing
Whether you serve luxury, economy, or business guests no one would appreciate paying more than the market standard.
Every type of guest looks for the lowest pricing possible in their preferred room type and other services.
Therefore, in order to increase the revenue you don’t only have to see the margin but also keep your pricing competitive to actually survive in the industry.
There are lots of hotel rate shopping tool available in the market that will help you get an insight of your competitor’s pricing.
With the hotel pricing data, you will be able to analyze market pricing and set your own that customers find best for the amenities, services, and everything else you have to offer.
Getting the pricing right is one of the most important factors that most hoteliers neglect. But, you need to fall into the category of who does and whooping it up by watching your revenue multiply.
2. Fast & Seamless Interactions
Travelers hate to feel their time is wasted when they are waiting for the information to be delivered.
In some hotels, the check-in process is so lengthy that makes guests frustrated a bit.
Instead of having guests fill up & providing information at the reception. it’s a better idea to send them a welcome email with all the necessary information and things to fill up.
Plus, hotels can also provide their guests a room service app that they can install on their smartphone while their hotel stays and order any service they want to get delivered without awkward communication.
Be it food, drinks, towels, extra bed sheet, cleaning or whatever your hotel offers should be available in the room service app.
3. Personalized Services
Personalization shouldn’t be only limited to the emails you send to your guests.
But, with as many things & experience, you can put your effort into making them feel special.
Like, prepare a few questions that get you an insight of their preference and make tweaks in your services accordingly.
It could be as simple as what type of coffee they prefer. What would they like to have with coffee? And many more.
And, offer these simple things to your guests for free. It will surely make their day.
Offering a beverage will cost nothing to your hotel and it would make your guest’s day. You can also leave a Thank You Note to the guests for choosing your hotel for their stay.
This would put a long-lasting smile on their face throughout their stay.
4. Emotional Connectivity
In an article published in NYTimes Casey Ueberroth ( Senior Vice President For Marketing At Preferred Hotel Group ) said that repetitive guests drive a massive amount of revenue to the hotels.
Loyal customers, It is statistically proven even 10-15% of repetitive customers are responsible for 60% or more revenue in hotels.
Moreover, these repetitive loyal customers are less price sensitive; they won’t go over different OTA’s and compare hotel pricing for their stay. If they had a gratifying experience at your hotel.
They will keep coming back without caring about the price.
Therefore, it’s important to create an emotional connection with every hotel guest.
You never know who can be your next loyal customer.
Plus, run a loyalty program to make them feel special and offer discounts, free extra services, and shopping vouchers.
Or you can also offer them a membership card that provides better services, discounts, and facilities for a lifetime or a specific period of time.
5. Amenities That Customers Need
There are a few specific amenities that guests can’t compromise for.
Such as a restful mattress, cleanliness, concierge services, a hotel bar, a fitness center, in-room dining, luggage service, and more. On top of that, a high speed wifi for new generation tech savvy guests.
Arrange a quick survey to ask your guest what amenities matter the most to them.
It could be the guests who stayed at your hotel, recently made bookings, or left your website without making the booking.
Plus, through social media ads, you can reach back to those travelers and get to know what you need to improve.
So, now you know how you can make your guests happy. But,if you want to acquire more guests. Here is what you need to do.
How To Acquire New Guests To Your Hotel?
Acquiring new guests to your hotel is a crucial aspect of maintaining a successful business, and there are several strategies you can use to achieve this goal.
1. Invest In Lead Generation:
Lead generation involves identifying, attracting, and converting potential guests into actual bookings. This can be achieved through various means, such as website forms, chatbots, and email campaigns.
2 SAAS SEO Platform:
Another strategy to attract new guests is to invest in a SAAS SEO platform, which can help to improve your hotel’s visibility and search rankings on search engines like Google. A SAAS SEO platform offers a variety of tools such as keyword research, meta tag optimization, and link building. This will ensure that your hotel’s website appears at the top of search results when potential guests are looking for hotels in your area, making it more likely that they will book a room with you.
3. Content Marketing:
Additionally you can focus on building reputation on social media, creating engaging content and reaching out to travel bloggers and influencers who promote your property. You can also consider joining an online travel agency, building deals and packages.
4. PPC Campaigns
Finally, you can consider utilizing PPC & Facebook ads campaigns to drive more bookings. Through PPC and social media ads you can target your potential customers according to their behavior & interest to drive more bookings.
It’s important to keep in mind that acquiring new guests is an ongoing process and requires consistent effort, testing and adjusting to understand which strategies are most effective for your hotel.
I hope you enjoyed reading about what matters the most to the hotel guests?
It’s time to jot down your favorite picks from the blog or start planning and coming up with an infallible execution plan.
The secret of turning the table around when you’re striving for bookings is simply proving your customers what they want.
You don’t really have to go for the fancy things that matter least for the guests or matters only for a small percentage of it.