As a hotelier, it's essential to understand the experiences your customers go through. Every detail matters, every interaction shapes their overall perception of your establishment.
However, many small and large frustrations can tarnish a guest's stay. We have identified for you 36 of these hitches which, when addressed correctly, can make the difference between a dissatisfied customer and a brand ambassador.
Understanding these points will provide you with invaluable insight to improve the customer experience in your establishment. Hold on, and let's see together how to turn these inconveniences into opportunities for improvement!
Reservation and Arrival Procedure
The first impression counts a lot, and the reservation and arrival stages are crucial for establishing a trust relationship with the traveler. At this stage, here are the frustrating points for customers:
Booking additional services is complicated or lacks transparency.
Travelers thus find themselves struggling against a cumbersome process that should be simple and smooth.
Issues encountered during the booking of additional services
Bugs, malfunctions, or a non-intuitive design discourage customers even before their arrival.
No offer options to enhance the stay.
|The absence of additional offers or small gestures can leave an impression of indifference (and the hotelier misses a great upselling opportunity).|
|Guests are switched to a different room without prior notification||(The surprise no one really wants) - this unpleasant surprise disrupts the customer's sense of trust and comfort.|
|Check-in drags on due to a lengthy administrative procedure.|
When all travelers really want is to take a shower and rest.
|Online administrative procedures are often complex and poorly explained||This leads to mistakes and frustration right from the initial booking stages.|
Room & Stay
The room and the stay are at the heart of the hotel experience. This is where memories are created and comfort is truly felt. By paying attention to these friction points, hoteliers can ensure that their guests have pleasant and memorable moments.
Communication about amenities is not up-to-date.
What a disappointment upon arrival when discovering that certain facilities, like wifi or the pool, are not available.
|Out of stock or absence of products.|
Nothing is more frustrating than wanting to order a meal or snack and realizing the chosen option is not available.
|Ordering a meal can sometimes be a challenge.||Especially when indicating allergens or dietary preferences.|
|Lack of flexibility in check-in or check-out times.||Some might wish to arrive earlier or leave a bit later without being bound by strict schedules.|
|11.||Constantly having the electronic room key on hand.|
The fear of losing this key and the ensuing consequences concern many travelers.
|12.||Turn on/turn off the lights.||Guests find themselves fumbling to turn off all the lights before going to bed.|
|13.||Adjusting the air conditioning or heating isn't always straightforward.||Optimal thermal comfort is essential for a good rest.|
|14.||Getting from the hotel to local attractions.|
Guests hope for convenient and easy-to-understand transportation solutions.
|15.||Activity reservations can be unexpectedly canceled by the hotel or its partners.||This situation disrupts the traveler's itinerary and can spoil part of their stay.|
|16.||Raising requests or reporting incidents.|
Travelers expect a quick and appropriate response to their needs and concerns
Customer Service and Communication
Customer service and communication are the pillars of any successful hotel experience. But sometimes there are slip-ups. Here are the ones that most impact traveler satisfaction and loyalty.
|17.||Long waits upon arrival.||After traveling, guests hope for a quick and hassle-free transition to their room.|
|18.||Similarly, excessive waiting during checkout can leave a sour note.||Guests want to conclude their stay on a positive note.|
|19.||Reaching the hotel sometimes proves impossible.||When a guest needs information or assistance, they expect an answer to be easily accessible.|
|20.||Lack of relevant information.||Travelers want to be informed at every stage of their stay.|
|21.||Repeat the same information multiple times||Continuity and service memory are essential to show that attention is paid to details|
|22.||Poor customer service or unresponsive staff.||Guests expect a high level of professionalism and attention from hotel staff.|
|23.||Impersonal or incorrect communications.||Personalization is key to show that each guest is unique and valued.|
|24.||Lack of information about the hotel's security measures.||Security is a priority for most guests.|
|25.||Receiving multiple uncoordinated messages confuses the guest.||Clear and unified communication builds trust.|
|26.||Not being recognized for multiple stays.||Feeling like just a number. Recognition and loyalty are important for building a long-term relationship.|
|27.||Managing activities on one's own, (excursions or restaurant reservations).||Guests appreciate assistance to facilitate their stay.|
|28.||Access to information on local activities and tourist attractions.|
This is an essential part of the travel experience.
Nearly half of experience bookings - 48% - take place once travelers have arrived at their destinations (source: Google study)
|29.||The language barrier during communications.||An effort to facilitate multilingual communication is always appreciated.|
|30.||Inconsistent or contradictory
information||can cause confusion.|
|31.||Lack of clear information about
the hotel's policies.||Transparency is essential for building trust.|
Billing and Post-Departure Communication
Even after departure, the customer experience continues. Hoteliers need to remain vigilant about these points:
|32.||Disputes regarding the final bill.||Customers expect complete transparency and a surprise-free bill at the end of their stay.|
|33.||Similarly, unexpected or hidden fees||spoil the last impression of a stay.|
|34.||Confusing communications about the return of forgotten items.||Losing a personal item is already stressful; clear and efficient communication is essential.|
|35.||Difficulties in getting answers to
questions or concerns after departure.||Customers appreciate a responsive and considerate after-sales service.|
|36.||Lack of follow-up or confirmation of special requests.||Every customer request or concern should be treated with seriousness and attention.|
As this list shows, every detail matters when it comes to the customer experience. By paying attention to these small and large frustrations, you can not only improve the image of your establishment but also generate additional sales and retain your customers. Remember, a satisfied customer is your best ambassador.