The First Step for Hotels to Exceed Guests’ Expectations
What makes a perfect hotel stay? It’s really so rare, isn’t it? I believe what makes a perfect stay is when the hotel exceeds your expectations… and this is a waltz. A dance of two parties being on the same page when that “Book Now” button is pressed.
As a hotel, how do you begin to exceed expectations? First, by making sure guests have a clear idea of what they’re getting when they book. You must be straightforward about who you are and what you have to offer. If yours is designed to be a business hotel, say it. If you have an elegant inn that’s really meant for adults, don’t skirt that so you can eke out a little business from families… everyone will be uncomfortable when little voices start yelping at 6:30 a.m. Be truthful about your amenities and dining. Maybe even underpromise, so you can overdeliver.
It’s on you, the hotelier, to be honest about who you are, and it’s on your guests to decide if that meets their needs. You can’t control the latter, but by not spreading yourself thin trying to attract anyone and everyone, you might find that you’ve got a better shot at getting the guests whose needs you can not only meet but possibly even exceed.
See also reputation management and the “right” hotel guest. Come on back in a couple of days for some juicy details on exceeding guests' expectations.
What does it look—or feel—like?