You have received some pointed complaints, or a recent guest left a bad review of your hotel online. We have all been there, and it is never a pleasant experience to know we didn’t meet customer expectations.
While there are many ways of addressing customer complaints in the hospitality industry, and a complimentary gift or a sincere apology can go a long way, hoteliers are looking at ways to proactively reduce the chances of those complaints being made at all.
The right hotel design is proving to be a key way of addressing customer complaints, ensuring your guests enjoy each stay in your hotel. Let’s look at 3 common complaints received in the hotel industry and examine how our Guest First Design Strategy plays an essential role in eliminating them.
The Room Is Noisy
The first common complaint is the level of noise in the room. While it may be nearly impossible to eliminate any noise from entering the room, certain improvements can be made within the room itself to help reduce noise.
Some hotels have employed the use of noise-reducing headboards or sound-proof windows and curtains. Other effective methods include specific furniture placement to help reduce noise in the bedroom or installing “soft-close” doors and dresser drawers.
The Room Is Dirty
No matter where your hotel is located, who your guests are, or what your price range is, guests want a clean room. If they notice anything out of place, or have any unpleasant surprises in the room, it is sure to leave a bad impression, and a bad review. In this climate, cleanliness is more important than ever.
In addition to increasing and improving staff training, there are specific design strategies you can use to help your rooms stay fresh and clean, helping your cleaning staff do an excellent job.
For example, we have talked before about “clean design”, meaning a design that is not intricate, detailed, or ornate. If your rooms have many small areas which are hard to reach, it makes cleaning difficult for staff and increases your chances of having spots that get missed.
The Room Is Overpriced
Of course, one of the major concerns for hotel guests is cost. That doesn’t mean they aren’t willing to spend the extra cash, but they want to make sure they are getting good value for their money.
How can design help with this complaint? By having a fresh, updated, and modern look to your hotel rooms, your guests will feel like they are getting better value for their money. They are less likely to think that the room is overpriced for what they are getting – because they are getting quality!
These are just three of the most common complaints hoteliers face on a daily basis. In the hospitality industry, customer satisfaction is key, so getting to know their needs and finding innovative ways to fill them is essential.
Instead of using a reactive approach to customer concerns, why not take proactive steps now, starting from the design of your space, to ensure every guest receives the customer care they deserve?
At Lesley Wong Interiors, we have helped hoteliers improve their guest experience with our Guest First Design Strategy. Reach out using the form below so that we can talk more about your hotel.