Before reading countless articles and research material on how guests perceive room quality, or before even conducting a survey on your own, ask a friend. Ask a common guest. Ask the weirdest guest you have ever had. Tere’s no smoke without fire: chances are that even the oddest complaints, or the most unreasonable expectations, are things that you should improve or at least address.
A common person’s quality of stay:
- Basic needs
- A clean room. No smoke or strange odors, no insects, no stains, no hairs on the towels, no dust on surfaces;
- Hot water and a sponge or a washcloth (one use);
- Comfortable sleeping conditions: fluffly pillows, clean bedding, and comfortable mattress;
- Water, tea and food access 24/7. Have you ever considered surprising your guest with a nice cup of milk and honey in the room after midnight if they have trouble sleeping, or after a long day out? Or a light snack – some yogurt and toast would do. Perhaps hot chocolate when the weather is bad? Little details go a long way.
- Relax and/or get-away needs
- Nice décor. Well maintained furniture (and not cheap furniture) and bright colors
- Music. There is a digital music service, a whole library of songs called Spotify.Even YouTube would cut it if Spotify is not up your alley. Use it!
- Relaxing nature scents – aromatherapy: lavender, vanilla, rose, jasmine.
- Luxury needs
- Availability of comfortable armchairs with the perfect floor lamp for readers
- Baby blankets and access to baby songs from an ipad
- More informative channels on TV for people interested in nature, in history, etc.
- Good gym equipment for sports people
- Good connectivity for tech people & young people
- Sunscreen skin care for those who go on excursions all day
- Free rent of mobile recharger to take away on a short trip near your hotel
- Needs for the digital nomads
- You never know when a blogger, Instagram influencer, YouTuber, or other modern media person visits your hotel. Have good Internet access ready for them.
- Have a “blogger room” ready with a laptop and work area, plus an iPad or tablet with apps connecting to Facebook, Twitter, Instagram, and so on
- Have selfie sticks ready for guests who like to share photos on social media
Satisfied guests are happy to have met their basic needs. Happy guests and repeaters are most likely have both their basic and their relax needs fulfilled. But when it comes to guests that will come back even if a brand new, better hotel is built next to you, these are the demanding ones who expect even their luxury needs to be fulfilled, in addition to their basic and their relaxation needs. As far as the digital nomads go: they are just like the most demanding guests you’ve ever had, with even more expectations. You’ll never be able to meet all of them, but strive for the top. And, whatever you do: keep on smiling. That’s the secret to great customer PR.