Return to Basics – Time to Rethink Your Guest’s Experience
By John Ragsdale Hendrie, Customer Experience Facilitator at Hospitality Performance
Wow, just look at that magnificent sunset! My, that was a super ride on Flicka! Zowie, I cannot take any more of the chef's creation! All memorable experiences one would say. However, how about these comments. Ugh - there is hair in the tub! Egad, there is lipstick on this glass! Does anyone want this condom I found in the bureau? Which series of comments would prevail in your memory?
An interesting report was prepared by commingle:engage, as they drew conclusions from a sampling of some 50,000 guest reviews posted online last year, 2019. CEO and President of Lodging Interactive and commingle:engage, D.J. Vallauri, saw a trend of negative sentiment, wrapped around room quality and cleanliness. The issues were very much related to cleanliness in the bathroom, hair and mold issues.
We pack authenticity, uniqueness, and value into our brands. We want the guest experience to be memorable, but for all the right reasons. Take another look at your guest rooms; do your own audit or call in a professional quality review group. I, as your guest, want to remember the sunset, the horse ride and the chef's concoctions.