As part of our ongoing dedication to improving customer service and overall customer experience, we performed an investigation into our guests’ wants and expectations.
It consisted of review cards that were placed inside all rooms as well as an incentive program that our guest could take part in.
Guests could go onto our online survey and take part in a brief series of questions, and after providing an email address, they were entered into our prize draw to be in with a chance of winning a complimentary weekend stay on us!
This weekend would include unlimited access to all hotel amenities, as well as breakfast and dinner on us.
We got around 100 responses to the cards left in rooms, and about 50 online responses.
They were quite and insight into our business, and our managers and directors agreed that it should become part of our yearly evaluation to keep improving on our great service.
So here they are, everything our guests have come to expect, as well as the things they would like to see.
Wifi – Obviously a big one, and this seems to have become more of a necessity rather than a privilege nowadays. We offer free wifi for all our guests, and one the whole guests seem happy, although people have said that it can be slow during peak times.
Mobile Check In – This is a new trend and something that we are working towards offering. Airlines do it, so why can’t we?
Service – With technology decreasing the interactions between guest and staff, we want to make sure that we keep our service top notch and personal, which was something our guests expect.
Eco Friendly – People are coming to expect more from hotels, and consumers will even consider eco friendly hotels when they are booking one.