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In practice, a budget property can still deliver an excellent guest experience if it aligns well with its guests’ needs.",[],{"type":922,"text":1185,"spans":1186,"direction":932},"A good guest experience is often defined by consistency and the removal of friction.",[],{"type":922,"text":1188,"spans":1189,"direction":932},"For a business traveler, this might look like:",[1190,1193],{"start":1191,"end":1192,"type":1159},6,14,{"start":1194,"end":1195,"type":1159},15,23,{"type":1153,"text":1197,"spans":1198,"direction":932},"A digital check-in that takes under a minute",[],{"type":1153,"text":1200,"spans":1201,"direction":932},"Wi‑Fi that connects automatically without complex login pages",[],{"type":1153,"text":1203,"spans":1204,"direction":932},"A quiet room with a workspace that is ready upon arrival",[],{"type":922,"text":1206,"spans":1207,"direction":932},"For a leisure traveler, the same high-quality experience might look like:",[1208,1210],{"start":1191,"end":1209,"type":1159},13,{"start":1192,"end":1211,"type":1159},22,{"type":1153,"text":1213,"spans":1214,"direction":932},"A personalized guide to local activities sent before arrival",[],{"type":1153,"text":1216,"spans":1217,"direction":932},"A crib set up in the room without having to ask twice",[],{"type":1153,"text":1219,"spans":1220,"direction":932},"A host who knows their name and preferences at the door",[],{"type":922,"text":1222,"spans":1223,"direction":932},"High-performing independent lodgings often focus on making every step feel effortless. If a guest has to wait, repeat information, or struggle to find answers, the experience can suffer.",[],{"type":1134,"text":1225,"spans":1226,"direction":932},"How do you calculate guest experience?",[],{"type":922,"text":1228,"spans":1229,"direction":932},"One common way to measure guest sentiment is the Net Promoter Score (NPS). This metric estimates loyalty based on a single question: “On a scale of 0 to 10, how likely are you to recommend us to a friend?”",[],{"type":922,"text":1231,"spans":1232,"direction":932},"NPS = % Promoters (9–10) − % Detractors (0–6)",[1233],{"start":1157,"end":1234,"type":1159},45,{"type":922,"text":1236,"spans":1237,"direction":932},"Practical example:",[1238],{"start":1157,"end":1239,"type":1159},18,{"type":922,"text":1241,"spans":1242,"direction":932},"You send a post-stay survey to 100 guests.",[],{"type":1153,"text":1244,"spans":1245,"direction":932},"60 guests give you a score of 9 or 10 (Promoters).",[],{"type":1153,"text":1247,"spans":1248,"direction":932},"20 guests give you a score of 7 or 8 (Passives).",[],{"type":1153,"text":1250,"spans":1251,"direction":932},"20 guests give you a score of 0 to 6 (Detractors).",[],{"type":922,"text":1253,"spans":1254,"direction":932},"Calculation:",[1255],{"start":1157,"end":1158,"type":1159},{"type":922,"text":1257,"spans":1258,"direction":932},"60% (Promoters) − 20% (Detractors) = 40",[1259],{"start":1260,"end":1261,"type":1159},37,39,{"type":922,"text":1263,"spans":1264,"direction":932},"Your NPS is 40. Scores above 0 are often interpreted as positive, while scores above 50 are frequently viewed as very strong, depending on your segment and market.",[],{"type":1134,"text":1266,"spans":1267,"direction":932},"How does guest experience relate to other hotel KPIs?",[],{"type":922,"text":1269,"spans":1270,"direction":932},"Guest experience is often treated as a leading indicator that can help you anticipate how other KPIs might move over time.",[],{"type":922,"text":1272,"spans":1273,"direction":932},"Guest Experience vs. ADR (Average Daily Rate)\nGuest sentiment and reputation can influence how confidently you position your pricing. When the experience is consistently smooth and well-reviewed, it may be easier to communicate value even when nearby competitors offer similar amenities.",[1274],{"start":1157,"end":1234,"type":1159},{"type":922,"text":1276,"spans":1277,"direction":932},"Guest Experience vs. RevPAR (Revenue Per Available Room)\nGuest experience can shape future demand signals, especially through reviews and word of mouth. Over time, a consistently good experience may support steadier occupancy patterns and help you sustain performance through different seasons.",[1278],{"start":1157,"end":1279,"type":1159},56,{"type":922,"text":1281,"spans":1282,"direction":932},"Guest Experience vs. CAC (Customer Acquisition Cost)\nDirect bookings and repeat visits are often easier to maintain when guests feel recognized and well-supported. A strong experience can help you rely less on high-friction or high-commission channels by making it simpler for guests to come back and reach you directly.",[1283],{"start":1157,"end":1284,"type":1159},52,{"type":1134,"text":1286,"spans":1287,"direction":932},"What factors influence guest experience?",[],{"type":922,"text":1289,"spans":1290,"direction":932},"Several operational levers can influence guest experience. Here are some key factors that shape how a guest feels about their stay:",[],{"type":1153,"text":1292,"spans":1293,"direction":932},"Speed of communication: Modern travelers often expect quick answers. Waiting hours for a reply about check-in details can create uncertainty and lower confidence.",[1294],{"start":1157,"end":1195,"type":1159},{"type":1153,"text":1296,"spans":1297,"direction":932},"Frictionless processes: Every extra step a guest takes—filling out paper forms, waiting in line, re-entering credit card details—adds friction. Reducing administrative effort can make the stay feel easier and more modern.",[1298],{"start":1157,"end":1195,"type":1159},{"type":1153,"text":1300,"spans":1301,"direction":932},"Personalization: Guests often appreciate feeling recognized. Knowing that a guest is returning, or remembering they prefer a quiet room, can make the experience feel more thoughtful.",[1302,1304],{"start":1157,"end":1303,"type":1159},16,{"start":926,"end":1305,"type":928,"data":1306},59,{"id":1307,"type":701,"tags":1308,"lang":14,"slug":1309,"first_publication_date":1310,"last_publication_date":1311,"uid":1312,"url":1313,"link_type":24,"isBroken":34},"Z7WvqxAAACQAXzCw",[],"the-real-superpower-of-a-hospitality-establishment-is-personalization-find-out-why-and-how-to-do-it","2025-02-19T10:17:17+0000","2025-11-17T14:39:16+0000","personalization-for-hotels-and-how-to-do-it","/en/blog/personalization-for-hotels-and-how-to-do-it",{"type":1153,"text":1315,"spans":1316,"direction":932},"Cleanliness and maintenance: Cleanliness and working essentials strongly shape first impressions. Even great service may not fully offset frustration from a dirty room or a broken air conditioner.",[1317],{"start":1157,"end":1318,"type":1159},28,{"type":1153,"text":1320,"spans":1321,"direction":932},"Staff empowerment: Guests tend to feel more taken care of when your team can solve problems quickly without excessive handoffs or approvals.",[1322],{"start":1157,"end":1239,"type":1159},{"type":1134,"text":1324,"spans":1325,"direction":932},"How to improve guest experience in your hotel",[],{"type":922,"text":1327,"spans":1328,"direction":932},"Improving guest experience often involves changes to communication, processes, and how you use data—not just renovations. You can elevate the stay by removing administrative hurdles and being more present when it matters.",[],{"type":1330,"text":1331,"spans":1332,"direction":932},"heading3","1. Help reduce pre-stay anxiety with proactive messages",[],{"type":922,"text":1334,"spans":1335,"direction":932},"The time between booking and arrival can create uncertainty for the guest. You can help reduce that uncertainty by making pre-stay communication more consistent.",[],{"type":1153,"text":1337,"spans":1338,"direction":932},"Send a confirmation immediately after booking.",[],{"type":1153,"text":1340,"spans":1341,"direction":932},"Schedule a message three days before arrival with clear check-in instructions and parking tips.",[],{"type":1153,"text":1343,"spans":1344,"direction":932},"Use a CRM to send these messages via the guest’s preferred channel, such as WhatsApp or email.",[1345],{"start":1260,"end":1346,"type":928,"data":1347},66,{"id":1348,"type":701,"tags":1349,"lang":14,"slug":1350,"first_publication_date":1351,"last_publication_date":1352,"uid":1353,"url":1354,"link_type":24,"isBroken":34},"aHSoqhEAACYA-T2X",[],"whatsapp-or-email-which-is-better-for-communicating-with-hotel-guests","2025-07-15T06:30:51+0000","2025-11-17T14:39:59+0000","email-or-whatsapp-which-to-choose-to-communicate-with-hotel-guests","/en/blog/email-or-whatsapp-which-to-choose-to-communicate-with-hotel-guests",{"type":1330,"text":1356,"spans":1357,"direction":932},"2. Improve response speed with AI support",[],{"type":922,"text":1359,"spans":1360,"direction":932},"Slow or inconsistent replies can frustrate guests. You can use an AI-powered chatbot or a unified messaging platform to support faster responses.",[1361],{"start":1362,"end":1363,"type":928,"data":1364},77,144,{"id":1365,"type":701,"tags":1366,"lang":14,"slug":1367,"first_publication_date":1368,"last_publication_date":1369,"uid":1370,"url":1371,"link_type":24,"isBroken":34},"aE8tVxAAACQAUCKP",[],"discover-smartchat-the-ai-that-centralizes-whatsapp-booking.com-airbnb-and-replies-automatically","2025-06-17T07:01:19+0000","2025-11-17T14:38:15+0000","discover-smartchat-ai-chatbot-hotel","/en/blog/discover-smartchat-ai-chatbot-hotel",{"type":1153,"text":1373,"spans":1374,"direction":932},"Use automation to answer routine questions like breakfast hours or Wi‑Fi details instantly, 24/7.",[],{"type":1153,"text":1376,"spans":1377,"direction":932},"Route complex requests to human staff so they can focus on higher-touch interactions.",[],{"type":1153,"text":1379,"spans":1380,"direction":932},"Provide a consistent way for guests to get answers during nights or weekends.",[],{"type":1330,"text":1382,"spans":1383,"direction":932},"3. Personalize the stay using guest data",[],{"type":922,"text":1385,"spans":1386,"direction":932},"Your PMS likely holds valuable data that can support more tailored service. You can use this information to make repeat guests feel recognized and first-timers feel guided.",[],{"type":1153,"text":1388,"spans":1389,"direction":932},"Tag repeat guests automatically in your software.",[],{"type":1153,"text":1391,"spans":1392,"direction":932},"Send a “Welcome back” note instead of a generic welcome email.",[],{"type":1153,"text":1394,"spans":1395,"direction":932},"Suggest relevant add-ons based on prior preferences, such as a room type or package.",[1396],{"start":1157,"end":1397,"type":928,"data":1398},51,{"id":1399,"type":701,"tags":1400,"lang":14,"slug":1401,"first_publication_date":1402,"last_publication_date":1403,"uid":1404,"url":1405,"link_type":24,"isBroken":34},"Z7RsZxAAACEAXRcb",[],"your-hotel-guests-are-looking-for-unique-experiences-surprise-them-with-these-complementary-services","2025-02-18T11:18:02+0000","2025-11-17T14:39:10+0000","complementary-services-hotel","/en/blog/complementary-services-hotel",{"type":1330,"text":1407,"spans":1408,"direction":932},"4. Remove friction from arrival and departure",[],{"type":922,"text":1410,"spans":1411,"direction":932},"The traditional front desk flow can feel repetitive for guests. You can modernize key steps to make arrival and departure smoother.",[],{"type":1153,"text":1413,"spans":1414,"direction":932},"Offer online check-in so guests can upload IDs and sign registration cards from their phones before arrival.",[],{"type":1153,"text":1416,"spans":1417,"direction":932},"Enable secure remote payment links so guests can settle charges in advance when appropriate.",[],{"type":1153,"text":1419,"spans":1420,"direction":932},"Provide keyless entry or simplified key pickup where possible.",[],{"type":1330,"text":1422,"spans":1423,"direction":932},"5. Close the loop with post-stay engagement",[],{"type":922,"text":1425,"spans":1426,"direction":932},"The experience can continue after checkout. You can stay connected in a way that supports feedback and makes the next stay easier.",[],{"type":1153,"text":1428,"spans":1429,"direction":932},"Automate a “Thank you” message shortly after departure.",[],{"type":1153,"text":1431,"spans":1432,"direction":932},"Ask for feedback directly before guests post on public review sites, so you can address issues constructively.",[],{"type":1153,"text":1434,"spans":1435,"direction":932},"Include a promo code for a future direct booking to encourage continued engagement.",[],"rich_text$98363396-2348-4425-aab7-d2df0752dbba","rich_text",{"variation":1439,"version":67,"items":1440,"primary":1441,"id":1451,"slice_type":1452,"slice_label":5},"light",[],{"title":1442,"description":1446,"link":1447,"image":1450},[1443],{"type":922,"text":1444,"spans":1445,"direction":932},"Improve the guest experience stress-free. Discover Smartness.",[],[],{"id":896,"type":56,"tags":1448,"lang":14,"slug":898,"first_publication_date":899,"last_publication_date":900,"uid":901,"url":902,"link_type":24,"key":1449,"isBroken":34,"text":904},[],"d0903109-79b7-48ad-8a73-6c3ad229da1b",{},"blog_cta$1ea90ab8-4b92-4ddd-b940-a0ef4d67edf1","blog_cta","Guest experience: what it is and why it matters | Glossary","Guest experience is the sum of every interaction a traveler has with your hotel. Learn what shapes it, how to measure it, and how to improve it.",{},{"prev":1457,"next":1461},{"title":1458,"link":1459},"Fenced rate",{"to":1460},"/en/glossary/fenced-rate",{"title":1462,"link":1463},"Guest satisfaction index (GSI)",{"to":1464},"/en/glossary/guest-satisfaction-index-gsi",1776524640935]