What are the Top 5 Hotel Guest Expectations? And How to Exceed Them?

They want to feel like they are being taken care of and their needs will be met by the hotel. They also expect excellent customer service, both from the front desk staff and from housekeeping. In addition, guests want a variety of amenities to choose from, such as a fitness centre, business centre, pool, Wi-Fi, etc. 

Top 5 Hotel Guest Expectations

While staying at a hotel, the guest has certain expectations that are met or not met based on the service experience and what they receive during their stay. Knowing what these expectations are can help ensure your hotel experience meets and exceeds the guest's expectations. When you keep the following points in mind, it will help you ensure that each of your guests has an excellent stay with you!

1. Cleanliness

When it comes to a hotel room, cleanliness is always number one on the list of guests’ expectations. A room should be free of dust, dirt and other signs of wear and tear. Plus, all surfaces should be wiped down and bathrooms should be spotless. Meeting these standards will ensure that guests have a comfortable stay. 

In fact, according to recent research, 79% of people would change hotels if they found evidence of mould or mildew in their bathroom. And more than 80% would change hotels if they found evidence of bed bugs in their room. So, this is one of the main factors that hotels need to keep on the top of their checklist. 

2. Comfort

The Next thing that guests expect from their hotel stay is comfort. That means a clean and well-kept room with plenty of space to move around. The bed should be comfortable, with soft sheets and plenty of pillows.

The temperature in the room should be just right – not too hot or too cold. And it should be quiet so that guests can get a good sleep. Guests want an easy way to communicate their needs. They may need help with housekeeping services like turning down the beds or changing linens or other requests like extra towels for their workout routine. 

Other services include assistance from concierge staff if travellers need advice on where to eat or how to find local attractions and even special amenities for children. 

3. Personalization

Nowadays, customers expect a high level of personalization when it comes to their hotel stays. They want to feel like they are being catered to as individuals rather than just another number in a hotel room. 

One way to do this is by providing each guest with personalized stationery that includes the guest’s name and room number. Giving guests an ice bucket with bottled water helps them feel refreshed from travel or from sitting on planes for hours without hydration. 

Adding coffee service in your rooms also creates a feeling of luxury for guests who enjoy coffee before starting their day or after finishing up work for the day. 

The extra touch can go a long way in making guests feel welcome and taken care of. Providing slippers, robes and bathrobes help make guests feel more comfortable since they don’t have to wear their clothes all day while they’re at the hotel. 

4. Contactless Solutions

As the hospitality industry looks to reopen amid the COVID-19 Pandemic, meeting guests’ expectations will be more important than ever. You need to provide them with various contactless solutions such as contactless check-in system, mobile key access and in-room dining ordering.

These solutions can help hotels meet the top expectations of their guests while also promoting social distancing and safety. It can also provide a seamless and safe experience for their guests. 

In addition, housekeeping services can be contactless as well, with pre-packaged amenities and in-room safes for storing valuables. By meeting the needs of their guests, hotels can create a safe and enjoyable environment for all. 

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5. Helpful Staff

We all know that first impressions matter. And when it comes to hotels, guests will base their entire experience on how they’re greeted and treated by staff. That's why it’s so important for hotel employees to be professional, courteous and helpful at all times.

Hotels should provide training on how to greet every guest and make them feel welcome – no matter what time of day or night they arrive. For example, if a guest is arriving at midnight, an employee should say welcome with a smile rather than asking questions about the late arrival. 

Whether you need directions to your room or just want some information about where to eat around town, good customer service means that hospitality professionals always go out of their way to help. The more you can do for your guests while they’re staying at your hotel, the better!

Other Expectations:

To get a luxurious experience during a hotel stay, guests expect a lot from the hotels such as high-speed wi-fi connection, in-room smart technology, digital guidebooks, security arrangements and many more. A hotelier needs to keep exploring the hotel guest's expectations and exceed them.