Since the spread of COVID-19 last year, the hotel industry has been badly hit. During these tough times, it is especially essential to know what your guests care about. Knowing what customers are looking for and what matters most to them can help you to stand out from your competitors. Here are some factors guests will care about when they stay at a hotel.
Safety really matters
With the impact of COVID-19, guests always put safety as their first priority. Hotel trends tend to focus on sanitization protocols, social-distanced lobbies, temperature check points at entrances and mask-only mandates. Guests are looking for new levels of sanitization methods, techniques, and materials to make their room clean and safe. Providing high-quality PPE products for customers is necessary during the special period.
Provide authentic service
Great service has always been a fundamental part of hospitality. The quality of service is the main factor in building a good reputation and gaining repeat customers. This will have a strong effect on how customers will review your hotel. If customers are satisfied with the services, you will get consistent high ratings online, which really matters for your hotel business. Hotels should aim to provide consistent service and to meet high standards in every interaction with guests. Every guest wants to be treated differently. Try to give a few guests extra attention during special occasions like anniversaries or birthdays. You can provide them with a cake with a card and simply write down your best wishes. They will feel great about the personalized service. This is a great way to build emotional connections with customers.
Customers are looking for a comfortable, high-quality sleep when they choose a hotel. A good rest during the night is the fundamental need for guests. A high-quality bed provides customers a peaceful night’s sleep. A comfortable bed includes a durable bed frame, a comfortable mattress, high-quality duvet, pillows, and bedsheets.
With the common use of high technology, more and more customers are starting to expect smart rooms where they can control the room temperature, lighting, and even entertainment through a mobile device or by voice. Actually, many of today’s top hotel corporations such as Hilton are already working hard on implementing smart rooms, which would also involve using mobile door keys for added security. Interaction through a mobile device will be the trend for how the hotel industry works in the future. Using smart technology can also save time and money for hotels. For example, messaging staff through a smartphone is convenient for the guest and saves time. Customers do not want to spend time lining up when checking-in. Mobile check-in and check-out solve this problem.
Nowadays, travellers are seeking to support sustainable tourism. Many people are consciously trying to make eco-friendly choices when it comes to their hotel stay. So, it’s crucial for your hotel to adopt more eco-friendly practices, so your business can stay competitive, attract more travellers, save money, and do its part to protect the planet. Responsible hospitality practices can be both beneficial to hoteliers and guests. For example, use water glasses and coffee mugs in the room instead of disposable cups, use automatic light switches and use solar power.