Tag Archives: Guest Experience

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How Virtual Reality Is Changing the Way Hotels Engage Guests

Communication and Messaging, , , ,

Before ever stepping into the lobby, today’s guests can walk through their hotel room, scope out the view, and even preview the spa — all from a smartphone or VR headset. Once they arrive, augmented reality tools guide them to the pool, recommend nearby restaurants, and overlay personalized offers onto their surroundings. Virtual reality (VR) and augmented reality (AR) are no longer novelties in the hospitality industry. They’re becoming standard tools for engagement, especially for tech-savvy g...

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Laughing, happy couple and on a boat for retirement travel, summer freedom and holiday in Bali. Smile, love and a senior man and woman on a yacht for vacation adventure, luxury and a cruise date.

How Emotional Intelligence Is Shaping the Future of Luxury Travel

Competitive Intelligence, , ,

When a luxury travel company offers you the chance to train with special forces in Iceland or follow centenarians through a remote Italian village, it’s not just selling an escape. It’s selling a feeling. A growing number of affluent travelers are opting for transformative experiences over traditional indulgences — luxury is increasingly defined by personal growth and memorable moments, not just material comfort. According to a 2025 survey by Preferred Hotels & Resorts, more than 80% of high...

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What a Smile is Really Worth in Hospitality

Emotions, Perceptions, Feelings, , , ,

From mobile check-in systems to AI-driven service models, hospitality leaders often chase the next big innovation. But new research suggests one of the most powerful guest experience tools is also the oldest: a genuine smile. According to a joint study by Hampton by Hilton and Goldsmiths, University of London, guests who were greeted with a smile were 3.5 times happier during their stay and 75% more likely to return. The researchers used eye-tracking glasses and facial analysis software to monit...

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Empathy Training for Staff: Teach Employees to Read Between the Lines

Emotions, Perceptions, Feelings,

The guest didn’t complain. They didn’t ask for help. But something was off -- short answers, a furrowed brow, a glance toward the door. A sharp-eyed server noticed and quietly adjusted course: slower pacing, extra check-ins, and a free dessert. The mood changed. So did the review. In hospitality, service is often judged not by how well staff respond to requests, but by how well they anticipate needs that aren’t voiced. That’s where empathy comes in. Not just as a soft skill, but as a practical t...

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A smiling businesswoman sits in a modern hotel lobby, checking her phone while holding onto her suitcase. She appears relaxed and ready for her trip, surrounded by a comfortable lounge area.

Is Your Digital Check-in Making Guests Feel Unwelcome?

Emotions, Perceptions, Feelings, ,

For many hotels, digital check-in has become a staple of modern service, streamlining the arrival process, reducing front desk wait times, and giving guests more control over their experience. But when the tech does all the talking, something human can get lost in the process. Hospitality leaders are now asking a new question: Is convenience coming at the cost of connection? Digital check-in has become a standard feature in hotels, with nearly half of guests preferring to check out using their s...

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The New Hotel Amenity Is Adventure

Competitive Intelligence,

Hotels today aren’t just competing on room rates and breakfast buffets — they’re competing on memories. Travelers are increasingly picking where to stay based on the stories they can tell when they get home. Airbnb sensed this back in 2016 when it rolled out Airbnb Experiences, which are bookable activities hosted by locals. Last year, “Nights and Experiences” bookings played a significant role in the company’s 18% year-over-year jump in revenue. The brand claims that their Experiences offerings...

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Map These Customer Journey Touchpoints to Improve the Guest Experience

Guest Experience News

Identifying and mapping customer journey “touchpoints” helps your brand offer a better customer experience. A customer touchpoint refers to any time that a customer interacts with your brand, according to customer service technology provider Zendesk. For example, a customer touchpoint interaction takes place when a customer seeks support through a call center agent, chatbot, or live chat. Another touchpoint occurs when a customer visits your brand’s website or uses your company’s app. “Each cust...

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Behind the Bar: How to Avoid Guests’ Top 5 Pet Peeves

Insights, ,

Working behind a bar might seem laid-back, but anyone who’s done it knows it’s anything but easy. The best bartenders make it look effortless because they’re always thinking one step ahead, especially regarding how guests feel. That’s where knowing (and avoiding) common guest pet peeves comes in. Bartenders have got drinks to make, orders to remember, guests to chat with, dishes piling up, and someone waving $20 in their face. It’s a juggling act that requires speed, timing, and a good read on p...

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How Legacy Delivery Restaurants Can Compete with UberEats and DoorDash

Insights,

Pizza joints and Chinese takeout spots set the standard for restaurant delivery for decades. But in today’s world of UberEats and DoorDash, customer expectations have changed. Convenience is king and legacy delivery restaurants that don’t evolve risk losing business to third-party platforms that promise instant gratification. The challenge isn’t just speed – it’s about creating a seamless experience that keeps customers ordering directly from your business instead of a middleman that takes a hef...

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KUALA LUMPUR, MALAYSIA - DECEMBER 01, 2023: the service counter at a McDonald's restaurant. McDonald's is a global fast-food chain known for its burgers, fries, and other quick-service meals.

How Fast-Casual Restaurants Can Deliver Speed Without Sacrificing Guest Experience

Competitive Intelligence, ,

The fast-casual dining space thrives on a delicate balance: delivering meals quickly while maintaining food quality and a welcoming atmosphere. Brands like Chipotle and Pei Wei gained traction by offering fresh, customizable dishes in a streamlined setting. However, guest expectations have evolved, and service, cleanliness, and food consistency missteps have led to declines for even once-dominant chains. How can fast-casual restaurants ensure they provide speed and an experience that drives loya...

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