Tag Archives: Guest Experience

Anger, receptionist and people at front desk of hotel for frustrated client, lost luggage and check in problem. Customer service, concierge and late booking with man in lobby for appointment error

Hotel Problems Are Rare. New Research Shows How Much They Hurt Guest Satisfaction.

Guest Experience News,

Most hotel stays go smoothly. But when something does go wrong, the impact can be far greater than many operators realize. Several recent studies suggest that while guest complaints may be relatively uncommon, service failures continue to have a significant impact on guest satisfaction. At the same time, hospitality researchers are increasingly shifting their focus from compensation and scripted apologies toward emotional intelligence, proactive recovery, and frontline leadership support. Recent...

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People hang out and hotel bar. Lifestyle and city life.

How Music Changes the Way Guests Feel, Wait, and Even Taste

Emotions, Perceptions, Feelings, ,

If given the choice, it might be tempting to put on a favorite playlist or album on the workplace speakers. But music selection can have a stark impact on how guests perceive their experience. Whether in the hotel lobby, a private spa, or a busy restaurant, the overhead music needs to match the desired atmosphere. The time of day or peak hours should be taken into account, too. But the choice might not be as simple as one might think — even the smaller aspects of a song, like the speed or repeti...

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What Hospitality Can Learn From Video Game Developers – MILAN, ITALY - OCTOBER 5: People visit Games Week 2018, event dedicated to video games and electronic entertainment on OCTOBER 5, 2018 in Milan.

What Hospitality Can Learn From Video Game Developers

Competitive Intelligence, , ,

Popular modern video games have mastered the art of seamlessly collecting user data in-game to inform gameplay changes that keep users engaged. It’s all based on psychology — an understanding of which benefits guest experience managers, too. Video games have shifted from being viewed solely as products to being treated as services. Consumers have come to expect games to provide rewarding interactions that include social connection, require skill, and maintain value over time. Like other service ...

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Cheerful supporters watching football at the pub.

5 Ways to Prepare Your Hotel or Airbnb for the FIFA World Cup

Insights, , , , ,

The U.S. will co-host this year's FIFA World Cup — and there's more than five million fans expected to attend in-person matches across host cities and countries. This creates huge opportunities (and challenges) for hotels and Airbnb hosts alike. With the World Cup kicking off in June, you can start preparing your property and marketing plans now to offer the best experience then. Here are the U.S. cities that will host World Cup matches in 2026:

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Woman smiling while holding a mobile phone for review good rating concept, hand pressing user and five star icon on visual screen for positive customer feedback.

5 Experiences That Produced Positive Google Reviews

Communication and Messaging, , ,

A few years ago, I wrote my first Google review. I’ve written five total reviews since – here’s why I was inspired to do so. The simplest way to encourage reviews is to ask for them. While working in customer service for a small retailer, I learned the importance of Google reviews for SEO and business growth, and we handed out QR codes with orders and requested reviews after every positive interaction. The reviews started flowing in, and we were discovered by tons of new customers. But the tacti...

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Happy home caregiver assisting her senior patient with walking through the kitchen.

The Reality of the Labor Crunch in Assisted Living Facilities

Insights, , ,

An elderly family member living in an assisted living facility that costs more than $5,000 a month complains about the cold food she’s receiving. When she enters the dining hall, she’s told her meal will be ready shortly — but that’s where the breakdown begins. Her tray is prepared, then left sitting in the back of the kitchen. Staff members are stretched thin, juggling meal service with the needs of residents who require help with medication, mobility, and basic daily care. The result is a tray...

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Mechanic helping client to choose car tire in auto store

Timeless Customer Service Qualities to Practice Always

Insights, ,

Between pop up advertisements, enticing signage, or mail flyers, you’ve attracted a potential customer through the door or onto your site. Now what? Now, the real trial begins. The customer’s experience can cause a domino effect with the power to affect business in a number of ways. A negative experience can lead to one star reviews, money lost immediately to reparations, poor reputation from word-of-mouth, and even bad press. Modern tools make customer data more accessible, allowing managers to...

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Anxious lady staring at smartphone screen in hotel room

Hotel Guests Aren’t as Excited About AI Concierges as Staff Members, Study Finds

Concierge, , , , ,

AI is making hotel staff members' lives easier in many regards, like handling extra towel or late check-out requests — but making guests more frustrated, according to a new study. A University of South Florida study of both industry practitioners and recent hotel guests found that 81 percent of respondents said emotional authenticity was a "critical challenge." Plus, 76 percent expressed privacy and trust concerns with voice-based interactions in public settings, in particular. “Overall, hotel w...

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Stock photo of a young blonde girl at the entrance of a hotel gesturing with her hands while the hotel receptionist is on the phone.

When Touchpoints Go Wrong – How Small Moments Damage Guest Experience

Competitive Intelligence, ,

“Beep, beep… could you move your dishes out of the way?” That was not a joke. It was our server. What followed was a series of awkward, poorly handled moments. Forgotten items, reaching across guests without acknowledgment, unclear communication, and rushed service. Individually, each issue seemed small. Together, they defined the entire experience. The food was good. The setting was strong. But the service turned the meal into something memorable for all the wrong reasons. What a touchpoint rea...

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Almost 3 in 4 Consumers Would Pay for Upgraded Customer Service, Survey Finds

Guest Experience News, ,

Helpful customer service is getting harder to come by — so much so that people are willing to pay more for it. A survey done last year from the experience management platform Qualtrics XM found that 72 percent of consumers are willing to pay more for better experiences across several industries. The industry that people are most willing to pay extra for? Unsurprisingly, air travel — with 84 percent of customers willing to pay. The other top areas people would most consider paying for premium cus...

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