This Is What Happens When A Hotel Listens To Customers
What happens when a hotel listens to customers? What does it do when it reads the guest comment cards and makes hotel service decisions based on what travelers want? One answer comes from a boutique hotel in Honolulu, appropriately called the Hotel Renew.
The Hotel Renew needs a renewal, according to its management company, OLS Hotels & Resorts. During the next few months, it's transforming this 72-room property, located just a block away from Hawaii's famous Waikiki Beach, into a different kind of hotel – shortened to just Renew.
"We're brightening up the rooms, and giving the place more of an island theme," says the company's vice president, Rob Robinson.
Hotel Renew's renewal is playing itself out across the entire lodging industry. Hotel occupancy is currently at record levels, according to analysts. PWC predicts steady rate growth through next year, amping up the competitive pressure but also giving hoteliers more money to invest in improvements. How they upgrade their properties can determine their success for years to come. And while it's one thing to review guest comment cards, it's quite another to thoughtfully implement the suggestions.
