How To Improve Guest Experience In Hotel: 20 Proven Ideas

Guest experience is the heart of hospitality. Today’s guests expect comfort, convenience, and a touch of personalization. The better their experience, the higher your reviews and the more likely they are to return. 

Picture a guest walking into your hotel and finding their room isn’t ready, the restaurant is closed, and there’s no place to store their luggage while they wait. Naturally, they won’t be thrilled. 

On the other hand, imagine a guest arriving and being warmly greeted by name. They head to an upgraded room with a beautiful city view and drop off their bags before enjoying a pre-dinner drink. That’s the type of stay that creates a lasting positive impression. 

So, how to improve guest experience in luxury hotels? It starts with the little details. Personalized greetings, seamless check-ins, and well-timed surprises make all the difference. When you get these things right, you improve your online reputation, generate repeat bookings, and, ultimately, improve your bottom line.

In this guide, we’ll walk you through 20 proven tips to improve guest experiences at your hotel. From personalized touches to optimizing your operations with a property management system (PMS), these best practices will help you provide an outstanding guest experience that stands out from the competition.

What is guest satisfaction & why it matters?

Guest satisfaction refers to the overall experience a guest has with a hotel, from the booking process to check-out. It encompasses all aspects of their stay, including the quality of service, cleanliness, amenities, and how well the hotel meets or exceeds their expectations. 

When guests are happy, they are more likely to return, recommend your hotel to others, and leave positive reviews. On the other hand, unhappy guests can harm your reputation, reduce your revenue, and drive potential customers away. Prioritising guest satisfaction is crucial for building loyalty and attracting new customers. 

Here’s why guest satisfaction matters for your hospitality business:

• Reputation impact: High guest satisfaction boosts a hotel’s reputation, attracting more customers
• Increased revenue: Satisfied guests are more likely to return, leading to repeat business and higher revenue
• Positive reviews: Guests who are happy with their experience tend to leave positive reviews, enhancing online presence
• Word-of-mouth marketing: Happy guests recommend the hotel to others, serving as free marketing
• Customer loyalty: Satisfied customers are more likely to become loyal, ensuring consistent business
• Reduced negative feedback: Unhappy guests can spread negative feedback, discouraging new customers

How to improve guest experiences in hotel: 20 actionable ideas

There are plenty of ways you can improve the experience at your hotel. To make sure you’re always exceeding your guests’ expectations, it’s important to regularly assess and tweak their experience. 

Here are 20 practical and proven tips that will leave a lasting impact on your guests based on your hotel model.

A. Personalized service & hospitality

Creating a personalized experience for your guests goes a long way in making them feel valued and special. Let’s see how you can do that.

1. Use guest preferences to make their stay special

Guests love when you remember the little details about them. If you know their preferred room temperature, favorite drink, or any special requests they’ve made, you can customize their stay. 

For instance, imagine a guest returning to their room after a long day, only to find their preferred pillow and a fresh bottle of water waiting. Simple, yet thoughtful. 

You can even have welcome notes tailored to their visit—this extra touch makes them feel important and valued.

2. Offer VIP treatment for returning guests

Returning guests should feel like they are part of your hotel’s family. Offer them perks like discounts on future stays, room upgrades, or access to special amenities like free breakfast or a spa voucher. 

Think of a guest who has stayed with you multiple times. The next time they book, surprise them with a personalized thank you note and a complimentary upgrade. It doesn’t have to be a grand gesture; even small rewards make a big difference in building loyalty.

In fact, 85% of customers are willing to go the extra mile for a business that offers superior customer service.

3. Integrate AI-driven tools like a digital concierge

More hotels are starting to use AI-driven tools like chatbots or digital concierge services to make their guests’ stays more convenient. For example, a digital concierge can help guests with everything from ordering room service to finding the best nearby restaurants. 

You can also set up an AI-powered engagement system where guests can easily ask questions or make requests without needing to pick up the phone or visit the front desk. Not only does this save time for both your staff and your guests, but it also adds a modern touch to your hospitality.

B. Seamless check-in and check-out process

Guests want a check-in and check-out experience that’s quick. Long wait times at the front desk can leave a bad impression and even impact their overall experience. 

Fortunately, you can easily improve this part of the journey with a few simple upgrades.

4. Offer mobile check-in/check-out to reduce wait times

Nobody likes waiting in line at the front desk. With a solution like QuickInn, you can offer mobile check-in and check-out to reduce wait times and give your guests more freedom. Your guests can check in from the comfort of their phone, choose their room, and even skip the front desk entirely. 

And the best part? You can customize the app to reflect your hotel’s brand, providing a smooth, personalized experience. Plus, the app lets you upsell services and features during check-in—like room upgrades or early check-in—giving you the chance to boost revenue while delivering convenience.

5. Use a hotel PMS for faster front desk management & room allocation

When your staff can quickly check in guests and manage rooms, they’re better able to focus on delivering outstanding service. innQuest’s property management system, called roomMaster, makes it easier for you to manage bookings, allocate rooms, and update guest preferences all from one simple interface. 

For example, if a guest calls in to ask about room availability, your team can instantly pull up real-time data and offer options on the spot. Plus, roomMaster™ automates much of the process, from booking to billing, so your staff can focus on delivering exceptional service instead of paperwork. It’s intuitive and can be used across any device, making the check-in process smooth and efficient.

6. Enable keyless room entry for a hassle-free experience

Imagine a guest checking into a hotel after a long day and being handed a physical key. With QuickInn, that’s no longer necessary. Guests can use their phones to unlock their rooms with keyless entry. This adds convenience and saves time, letting guests go straight to their rooms without a second stop at the front desk. 

Plus, it’s a contactless option that gives guests peace of mind who prefer minimal interaction.

C. Enhancing room & in-stay comfort

Guests expect their hotel rooms to be a retreat—a place to relax, unwind, and feel at home. Whether they’re staying for business or leisure, comfort is what they’re looking for.  

A great night’s sleep or the ability to enjoy in-room entertainment can make a huge difference in their overall experience. So, how can you increase their comfort and elevate their stay? 

7. Offer in-room technology (smart TVs, voice assistants, high-speed WiFi)

Imagine a guest walks into their room, connects to the WiFi instantly, and turns on the smart TV to stream their favorite shows. They don’t have to worry about buffering or bad connections because you’ve invested in high-speed WiFi. 

Plus, voice assistants like Alexa or Google Assistant make it easy for guests to control the room’s lighting, temperature, and even request hotel services—all without lifting a finger. With tech like this, your hotel will feel ahead of the curve and guests will appreciate the extra touch.

8. Provide luxury bedding & premium bathroom amenities

Small touches can go a long way when it comes to comfort. Invest in high-quality bedding that feels soft and inviting. Think luxurious sheets, plush pillows, and a comfortable mattress that ensures guests get a restful night’s sleep. 

But it’s not just about the bed—don’t forget the bathroom! Premium bath amenities like high-end toiletries, thick towels, and fluffy bathrobes add a little bit of indulgence that makes guests feel special. 

When you pamper guests with these details, you create a memorable stay that keeps them coming back.

9. Improve room soundproofing to enhance relaxation

One common complaint from hotel guests is noise. Whether it’s traffic from outside, hallway conversations, or noisy neighbors, disruptions can prevent guests from relaxing or getting a good night’s sleep. 

Hence, you should provide noise-canceling windows, thicker curtains, or soundproof doors. This can greatly reduce noise levels and provide a more peaceful atmosphere for your guests, allowing them to fully relax and recharge during their stay.

D. How to improve guest experience in luxury hotels?

Luxury hotels cater to guests who expect nothing less than exceptional experiences. They are looking for personalized services, unique touches, and the kind of attention to detail that makes their stay memorable. 

Here’s how you can improve guest satisfaction in a luxury setting:

10. Offer personalized butler or concierge services

As mentioned earlier, personalized touch makes all the difference in luxury hotels. To begin with, you can offer a butler service that goes beyond the basics of delivering towels or arranging wake-up calls. Your butler could manage everything from pressing clothes to curating a guest’s daily itinerary. For example, if a guest mentions a love for wine, the butler could arrange a private tasting at a nearby vineyard.

Using the information gathered pre-arrival, think about what little surprises you can offer guests when they check in. If a family is traveling, surprise them with a towel animal and a note inviting them to enjoy the pool. For a couple on their honeymoon, leave a bed of rose petals and a personal note. These thoughtful gestures not only improve the guest experience but also build loyalty.

11. Provide exclusive experiences like private dining or spa packages

In a luxury hotel, it’s evident that there will be guests from all over the world, and they expect the best of service. Although, at times, their stay may not be picture-perfect, you can still make it memorable by offering exclusive experiences that’ll set you apart from the competition.

For instance, a guest might arrive and find a handwritten note inviting them to an exclusive candlelit dinner on a private terrace, complete with a customized menu created just for them. Or, a tailored spa package can go beyond the usual with personalized treatments, such as a bespoke facial using ingredients they love or a deep-tissue massage with their favorite scents.

These are the kinds of experiences that leave guests feeling special and ensure their stay becomes a cherished memory.

12. Leverage guest data for ultra-personalized stays using hotel PMS

The best way to provide tailored services is by analyzing data. With roomMaster, you can tap into valuable guest data that helps you understand their preferences and past behaviors.  

For example, if you know a guest always books a specific room or requests a particular type of pillow, you can prepare everything for their arrival. The performance reporter feature in roomMaster lets you analyze this information and create custom offers for each guest. This insight allows you to cater to their every need and make them feel like their visit has been designed just for them.

The result? Guests leave happy, feel valued, and are more likely to return.

E. Engaging dining & F&B experience

“So long as you have food in your mouth, you have solved all questions for the time being.” — Franz Kafka

Nothing speaks as accurately as this quote by Franz Kafka. When it comes to food, the guest experience is just as necessary as the room. Here are some ways to make dining a key highlight:

13. Offer customized dining options based on guest dietary preferences

Every guest has unique preferences, so why not offer meals that reflect that? For example, if you know a guest prefers gluten-free or plant-based meals, prepare their menu options beforehand. 

A little attention to their dietary needs can go a long way in making them feel valued.

14. Enable in-room dining via mobile apps for quick & seamless ordering

Guests love the convenience of ordering food without leaving their rooms. Mobile apps make this possible with minimal effort. 

Using a beautifully designed mobile app, guests can easily browse menus, place orders, and track their delivery all from their phones. No more waiting for a waiter to take their order—just a few taps and their meal is on the way. It’s efficient, modern, and a seamless experience that keeps guests happy. 

15. Host interactive experiences like wine tastings or cooking classes

Want to make dining even more memorable? Think about wine tastings where you can immerse guests in storytelling or showcase a farm-to-table concept where dishes are made from your hotel’s organic garden. For example, the Tacoma hotel has a Tiki bar in the basement. In addition to beer and mocktails, the cocktail menu features most of your favorite tropical drinks, such as a 1944-style Mai Tai.

You can also integrate local culture and cuisine into activities like cooking classes or guided culinary tours. These experiences offer guests a deeper connection to the region’s flavors, traditions, and stories, making their stay even more meaningful and authentic.

F. Leveraging technology to improve guest satisfaction

Technology plays a major role in shaping guest satisfaction. With the right tools, you can improve efficiency, create seamless interactions, and offer guests the kind of high-tech experience they expect. 

16. Use a hotel PMS to streamline operations and enhance guest interactions

When hotels rely on legacy systems, they often struggle with fragmented processes, double bookings, or missed guest preferences. Front desk teams waste time managing separate systems for reservations, billing, and guest requests. This can lead to delays, mistakes, and poor service.

roomMaster eliminates these issues by centralizing everything in one system. With cloud-based access, you can seamlessly manage reservations, check-ins, and guest preferences. The integrated hotel CRM lets you capture all guest interactions, like special requests or room preferences, into a comprehensive profile. This allows you to automate communications and send personalized messages at the right time. 

Ultimately, it transforms the complex, fragmented process of managing hotel operations into a seamless experience—both for your team and your guests. 

17. Implement automated guest feedback collection 

Collecting feedback while guests are still on-site allows you to address any issues before they leave. Automated systems can send quick surveys after meals, room service, or activities. 

It’s a simple way to gather valuable insights into their experience and allows you to act quickly, making improvements in real time. 

18. Enable self-service kiosks for quick room service & requests

Guests love convenience, and self-service kiosks are a fantastic way to provide it. By offering a kiosk, you allow guests to place room service orders, request additional amenities, or even check out without waiting in line or calling the front desk. 

This empowers guests to customize their experience while reducing the workload on your staff.

G. Post-stay engagement & loyalty building

A great guest experience doesn’t end when they check out. In fact, the post-stay period is a golden opportunity to strengthen your relationship with guests and keep them coming back.

19. Send personalized follow-ups & special offers for future stays

After a guest checks out, reach out to them through text or messenger, thanking them for their stay. Add a personal touch by including a special offer tailored to their needs. For instance, you can offer families a discount on their next stay or a “kids stay free” deal.

If you don’t have a loyalty program yet, consider setting one up. It doesn’t need to be complicated – even something as simple as a “members-only” rate with exclusive offers will make guests feel valued and encourage repeat visits. Engaging with repeat guests this way strengthens your relationship with them and boosts your hotel’s revenue.

20. Encourage user-generated content (guest photos, testimonials, social media check-ins)

Chances are, after offering a great experience, guests will share positive reviews and content. Make it easy for them to do so. 

Encourage them to post their photos or check in on social media, perhaps offering a small incentive like a discount on their next visit for those who tag your hotel. Respond to every review, no matter if it’s positive or negative.

For positive feedback, thank them for sharing their experience. If the review is negative, approach it with the same respect and address the issue professionally, suggesting they reach out via email so you can resolve the situation together. This ongoing communication builds loyalty and shows your commitment to improving the guest experience. 

How to improve a bad guest experience in hotels?

Even the best hotels face the occasional dissatisfied guest. What matters most is how you handle the situation. 

Here are a few ways to turn a negative guest experience into a positive one.

1. Addressing negative feedback promptly & professionally

When a guest leaves a negative review or expresses dissatisfaction, respond quickly and professionally. Apologize for the inconvenience and reassure them that you’re addressing the issue. 

A fast and respectful response can often turn the situation around, and even make the guest feel valued. For example, if a guest complains about noise levels, offer an immediate solution, like moving them to a quieter room or providing earplugs.

2. Proactively resolving issues before they escalate

Don’t wait for guests to voice their complaints. If you notice a problem—perhaps a maintenance issue or a mix-up with a reservation—step in before the guest has a chance to bring it up. 

Take care of the issue swiftly and let the guest know what you’ve done to resolve it. For example, if you see a guest struggling with room temperature, offer to fix it or provide them with a portable heater or fan right away.

3. Training staff on empathy & problem resolution techniques

Your staff are often the first line of defense when dealing with negative experiences. Equip them with the skills to handle issues calmly and with empathy. 

Training them on how to listen attentively, acknowledge guest concerns, and offer solutions goes a long way in keeping guests happy. Show staff how to apologize sincerely and offer solutions, making the guest feel heard and understood.

4. Leveraging hotel PMS to track guest history and prevent recurring issues

Handling a guest’s past complaints or preferences should never be an afterthought. A property management system helps you keep track of every guest interaction, from previous requests to any past issues. 

For example, if a guest previously mentioned a preference for a quieter room, your team can proactively assign a similar room for their next stay, preventing any discomfort. With a PMS like QuickInn, you can record all guest details, improving communication and consistency for returning guests. This allows you to provide an exceptional experience, every time.

How a hotel PMS enhances guest experience

A well-managed stay starts long before a guest steps into the lobby. A Hotel PMS like QuickInn simplifies operations, making every interaction smooth and hassle-free.

Here’s how:

• Faster check-ins and check-outs: Long waits at reception can frustrate guests. QuickInn automates room assignments, check-ins, and billing, allowing guests to move through the process quickly. Contactless check-ins add convenience by letting guests access their rooms with their phones
• Personalized stays: Every guest has different needs. QuickInn tracks preferences, from room temperature to favorite amenities, so returning guests feel recognized. It also supports loyalty programs, rewarding repeat visitors with tailored offers
• Managing housekeeping schedules: A clean, ready room sets the right tone. QuickInn schedules housekeeping efficiently, preventing delays and making sure rooms are spotless before guests arrive
• Direct guest communication: Automated messages keep guests informed from booking to departure. Pre-arrival notifications, service updates, and in-stay messages help personalize the experience and improve responsiveness
• Integrated mobile app: Guests want control at their fingertips. QuickInn allows for express check-ins, keyless entry, and on-demand concierge services. As a result, guests can access property details, request services, and explore local recommendations all in one place 
• Smart data insights: Understanding guest behavior helps improve service. QuickInn provides real-time analytics on bookings, occupancy trends, and spending habits, helping hotels refine their offerings and maximize revenue

Common mistakes that hurt guest satisfaction

Gone are the days when location and good service were enough to satisfy guests. Today’s travelers expect more and are looking for a much richer experience. 

Here are some common mistakes that can negatively impact your guest experience.

1. Slow check-in/check-out process

A slow check-in process can set the tone for a guest’s entire stay. Long wait times at the front desk make guests feel frustrated, especially after a long journey. 

To avoid this, use mobile check-ins with apps like QuickInn™. With this solution, guests can check in before they even step foot on your property, reducing wait times and creating a smooth, seamless experience from the start.

2. Unresponsive customer service

No guest wants to feel ignored when they need assistance. If your staff isn’t readily available or responsive, it can leave guests feeling neglected. 

A proactive approach, using digital concierge services like QuickInn™, can help. With automated systems, your team can stay ahead of guest needs and provide prompt service, even when the front desk is busy.

3. Inconsistent room quality & maintenance issues

Cleanliness, comfort, and functionality are non-negotiable. If your guests book a room expecting a certain standard, only to find maintenance issues or unclean conditions, it’s a major letdown. 

Regular inspections, scheduled room cleanings, and maintaining a solid housekeeping schedule are key here. Plus, QuickInn can help you track room status and maintenance so issues are addressed promptly and guest experiences stay positive.

4. Lack of personalization in services

Guests want to feel valued, not like just another room number. If you’re not personalizing their experience, it can result in disengagement. 

Even small touches—like remembering a guest’s room preferences or offering special offers based on their past stays—make a big impact. Hotel PMS systems store guest preferences, making it easier to customize services and create memorable experiences that keep guests coming back.

5. Not using technology like hotel PMS to enhance efficiency

Technology can improve operations and improve guest satisfaction, but many hotels are still relying on outdated methods. If you’re not using tools like a hotel PMS to manage bookings, track guest requests, or ensure rooms are ready on time, you’re missing out. 

An all-in-one hotel PMS like QuickInn can automate processes, reduce human error, and provide faster, more personalized service for your guests.

Maximize technology to improve guest experiences

The hospitality industry faces various challenges, from labor shortages to outdated technology. But the good news is that you can address all these challenges with the right hotel management solution.

At innQuest, we offer solutions designed for every part of the hospitality industry. Our award-winning property management system, roomMaster, combines hotel booking software and channel management in a simple, intuitive platform. 

Plus, being cloud-based, roomMaste reduces IT costs, simplifies infrastructure, and ensures automatic feature updates. Best of all, your staff can access it from any device, so whether they’re working at the front desk or assisting guests, they’re always equipped with the tools they need.

So, why wait? Book a free demo today and take the first step toward elevating your guest experience!

FAQs

How to improve guest experience in hotels with technology?

Implement tools like a property management system (PMS) to streamline check-ins, personalize services, and automate tasks. You can also integrate mobile apps for contactless check-ins and keyless entry. Use AI-driven chatbots for quick responses and feedback systems to continuously improve. Technology enhances convenience, increases efficiency, and helps create a tailored experience for every guest.

How to improve the guest experience in luxury hotels for high-end travelers?

For luxury guests, it’s all about personalized, exclusive experiences. Think private concierge services, curated dining options, or bespoke spa treatments. Offering smart room features and seamless tech integration provides added convenience. 

How to improve a bad guest experience in a hotel and turn it into positive feedback?

When things go wrong, swift action is key. Acknowledge the issue, apologize genuinely, and offer a meaningful solution, such as an upgrade or a unique service. Make guests feel heard and valued, and use the opportunity to improve their experience. After their stay, a follow-up message or small gesture can show you care and rebuild trust.

What is guest satisfaction, and how does it impact hotel revenue?

Guest satisfaction measures how well you’ve met their needs and exceeded their expectations. Happy guests lead to more bookings, positive reviews, and repeat visits. A great experience means they’ll recommend your hotel, raising your profile and occupancy. Simply put, satisfied guests are the foundation of growing your business and boosting revenue.