Top 5 Hotel Guest Expectations in 2020

February 9, 2020
Chillwall AI, hotel guest expectations

Good service, cozy room, hygienic and tasty food, cleanliness, etc, are some you might have expected. Think beyond and find out what other guest expectations could be:

1. Digital Key

Chillwall AI, door, guest expectations

Related article: Tourism AI powered by Chillwall AI


Also referred to as mobile keyless entry or digital key, it allows guests to use their smartphones as  hotel key. Guests now-a-days expect to use their smartphones to control their environment – including room access. This also leads the hotels to reduce workload on the front desk and eliminate the expense of disposable plastic keycards.

2. Mobile Ordering

We talked about controlling their environment, here is another to add to it. By using an app, guests can access all the information they need about their stay from wherever they are. Controlling the room temperature before checking in, pre-ordering the food from hotel restaurant, can be done with the apps hotels are starting to adopt. Give your customers a little more than what they had expected from you.

3. An Emotional Connection

Luxury is not just giving them physical comfort, they expect to be emotionally comfortable too. Besides an excellent service, an emotional connection starts right from the phase of exploring the hotels in websites. Or it may begin from the guest first contacting the hotel. It revolves around how the hotel manages this whole process of engaging the guests. Know your guest expectations and delight them!

4. Eco-Friendly Initiatives

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Hotels going green, hotel guest expectations


Guests are now becoming more environment conscious than ever before. So, how can you be eco-friendly to your guests? Recycling and waste reduction, keeping natural bath amenities, avoiding chemicals used to treat water, sustainably sourced and healthier cuisine, etc are some of the steps you can take.

5. Check-In Experience

Guests neither want to nor expect to stand in line, waiting for something as simple as a check-in. This should be smooth and quick, as mostly are already tired traveling. They’re always willing to be greeted, guided to their rooms, and instructed via app.

It’s time to go above hotel guest expectations. It doesn’t matter what the price is, as long as they feel that what they’re getting for it is worth it. Travelers are more likely to book a slightly more expensive room if they perceive that it offers more value than the cheaper option.

Bonus: A concierge has just gotten virtual, check this amazing virtual concierge out!

For further information, visit Chillwall AI.

Written by Jyoti Khatri

Jyoti Khatri writes for Chillwall on fun events, fitness, lifestyle near me and around the world.

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