To exceed travellers’ expectations, hotels must reinvent themselves and update their offers continuously.
In fact, the experience does not start when the client arrives at the hotel, but much earlier. The website, social networks and after-sales service, for example, are essential elements in reinforcing the quality of the experience. Comments from existing customers are also a way to inspire confidence and attract new clientele. Nowadays, the traveller is not only looking for a room to sleep, but expects to enjoy an exceptional and unique moment.
Hotels must also be able to adapt to each type of customer. The business traveller doesn’t have the same expectations as the tourist who wants to visit, or the family that is on vacation. Therefore, hotels offer a wide range of activities to meet each client’s expectations: co-working space, tourist excursions, rest and relaxation area, work area… It’s about adapting to demand, preserving the authenticity and originality of the place chosen by the client.
Although it’s true that the current trend is towards new technologies, it’s also important to guarantee the quality of all the rudimentary elements: cleanliness, safety, quality of personnel and good functioning of all the basic equipment.
The differentiation of a hotel and the customization of its services attract new customers and increase customer loyalty. The objective is to innovate to offer services that meet traveller’s specific needs and expectations.