The last thing you want is for guests to have such a bad experience checking in to your hotel that they think, 'Is this a joke?'
But bad experiences happen more than you may think. Out of the 40,000 people surveyed in the Market Metrix Hospitality Index (MMHI) during 2013, 17% were so dissatisfied with their hotel experience that they are unlikely to return. Somehow along the way, their expectations weren't met.
Out of these less-than-impressed guests, the top three things that made them think, ‘Are you kidding me right now?' were:
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Lack of employee ‘can-do' attitude
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Internet access
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How quickly phones were answered
Providing value to your guests is no laughing matter. Don't be an accidental fool – make sure your hotel experience beats expectations. Empowering employees with a ‘can-do' attitude, ensuring guests can seamlessly access the internet, and quickly answering phones can go a long way. But there is a lot that goes into guest satisfaction. Learn more about how to satisfy your guests and understand what factors will keep them loyal to your brand. Read more at Increase guest value without reducing rates.
Lola Catero is a director of demand generation with Market Metrix.
