By Robert Reitknecht – Hospitality Leader and Guest Experience Expert
Twenty percent of hotel guests say their customer experience (CX) expectations are higher than they were two years ago. So, what's changed between now and then? Greater demand for quality, consistent service organization-wide.
I assume all of us have our own criteria for assessing the hotels we stay in. It can take the smallest thing to make us feel like turning around the moment we enter the lobby. Working in luxury hotels has taught me that guests usually do not get as upset about major issues as they do with what we – hoteliers – may consider meaningless, minor, trivial “thingies”.
Today’s modern travelers have changed. They are empowered, educated and have very specific attributes they are seeking during their hotel stays. Amenities have become tremendously important – travelers aren’t looking for a just soap, shampoo and conditioner, they are looking for an experience, something they can relate to.
There was a time when checking into a luxury hotel meant checking into a world of extravagance and opulence. Perception dictated that the more gilded the interior and the more that was offered, the more luxurious the experience.