In 2024, as the hospitality industry continues to adapt to guests’ travel behavior, ensuring exceptional guest satisfaction remains a top priority for hotels aiming to thrive in a competitive market. From detailed guest rooms to personalized experiences, the landscape of what enhances a guest’s stay is constantly shifting. To navigate these changes effectively, hotels must prioritize main elements that resonate with modern travelers’ expectations. In this blog post we explore the top four strategies midscale, economy, lower-tier, and limited-service hotels can implement to elevate guest satisfaction in 2024, fostering memorable experiences and lasting impressions that keep guests coming back.

Trend Watch: Fewer but Longer Guest Stays in 2024

With hotel rates remaining high post-pandemic in 2024, guests’ behavior has changed to fewer trips per year (9 visits in 2024 versus 10 in 2023). On the bright side, guests stay longer on each visit (3.43 days in 2024, up from 3.36 in 2023). With extended stays, hotels must focus on a better experience from start to finish, from room cleanliness and facilities maintenance to interactions with front desk personnel¹. But what does that really mean for midscale, economy, lower-tier and limited-service hotels?

Midscale, Economy, Lower-tier and Limited-service Hotels

For midscale, economy, lower-tier, and limited-service hotels, J.D. Power² recommends to invest in upgrading their services to meet guests’ expectations for the rates they charge. While full-service luxury and upper upscale hotels generally have higher room rates, they also tend to exceed lower-tier and limited-service hotels’ guest satisfaction with value for money.

Overall, in 2024, most property types, from luxury to limited-service hotels, have experienced a decline in guest satisfaction year over year, except for upper-upscale hotels. However, while the luxury sector dropped by 2 points, midscale properties and the economy tier dropped by 14 and 20 points, respectively.

To ensure guest satisfaction, hotels should avoid making guests feel as if they have overpaid for limited services. The ideal situation is for guests to feel wowed by the overall customer service while paying a fair price for their stay. Here are our top 4 strategies to improve guest satisfaction:

Top 4 Strategies for Midscale, Economy, Low-tier and Limited-service Hotels to Improve Guest Overall Satisfaction in 2024

To improve guest perceptions of value and overall satisfaction, operators of midscale, economy, low-tier, and limited-service hotels should prioritize enhancements in guest rooms, property maintenance, and renovations of older properties, while still focusing on overall guest satisfaction. Let’s look each of these four main strategies one by one in more detail:

Strategy 1 – Guest Rooms: Several elements of hotel guest rooms significantly influence guest satisfaction. Here are some key factors:

• Cleanliness and Maintenance: Guests expect a clean and well-maintained room upon arrival, including fresh linens, spotless surfaces, and functioning amenities.

• Comfortable Bedding: The quality of the bed, pillows, and bedding materials greatly affects sleep quality and overall comfort.

• Noise Levels: Minimizing external and internal noise disturbances ensures a peaceful environment for guests to rest and relax.

• Room Size and Layout: A well-designed layout that maximizes space and functionality makes guests enjoy a comfortable stay.

• Lighting and Ambiance: Proper lighting that can be adjusted to suit different needs and create a pleasant ambiance enhances guests’ overall experience.

• Temperature Control: Effective climate control systems that allow guests to adjust room temperature according to their preferences contribute to comfort.

• Amenities and Technology: Modern amenities such as high-speed internet access, entertainment options, and convenient power outlets for charging devices make for a better stay.

• Safety and Security: Guests value feeling safe and secure in their rooms, including reliable locks, adequate lighting in corridors, and emergency procedures.

• Clean and Functional Bathroom: A clean, well-equipped bathroom with good water pressure and hot water is essential for guest satisfaction.

• Personalization and Attention to Detail: Small touches such as personalized greetings, quality toiletries, and attention to detail in room decor can greatly enhance the guest experience.

Focusing on these elements and ensuring that all are operating properly can significantly improve guest satisfaction and ensure a memorable stay for guests.

Strategy 2 – Property Maintenance: Proper hotel maintenance creates a positive impression and stress-free environment for guests, making them feel welcome and directly influencing guest satisfaction. Here are some key elements in property maintenance:

• Overall Cleanliness: The cleanliness of all areas, including lobbies, hallways, elevators, and public restrooms, creates a positive first impression and contributes to a comfortable stay.

• Exterior Appearance: The exterior areas, such as landscaping, parking areas, and building facades, should be well-maintained and aesthetically pleasing.

• Functional Facilities: Ensuring that all facilities such as elevators, escalators, swimming pools, fitness centers, and business centers are in good working order enhances guest convenience and satisfaction.

• Safety and Security: Regular maintenance of security systems, lighting, fire safety equipment, and emergency procedures ensures the safety and peace of mind of guests.

• HVAC Systems: Proper functioning of heating, ventilation, and air conditioning (HVAC) systems is essential for maintaining comfortable room temperatures and indoor air quality.

• Plumbing and Water Systems: Ensuring reliable water pressure, hot water availability, and properly functioning plumbing fixtures in guest rooms and public areas is crucial for guest comfort.

• Electrical Systems: Regular inspections and maintenance of electrical systems to prevent outages or hazards contribute to a smooth guest experience.

• Pest Control: Effective pest control measures to prevent and address any issues promptly contribute to maintaining a hygienic environment. Using a bed bug mattress cover in hotel mattresses serves several important purposes, including pest control, preventing infestation, protecting guest health, making it easy to keep mattresses clean, and prolonging the mattress lifespan.

• Interior Décor and Furnishings: Ensuring that interior decor, furniture, and fixtures in public areas and guest rooms are well-maintained and in good condition enhances the overall guest experience.

• Environmental Sustainability: Implementing sustainable practices such as energy-efficient lighting, water-saving fixtures, and recycling programs can appeal to environmentally conscious guests and enhance their satisfaction.

By prioritizing these elements of property maintenance, hotels can create a welcoming and comfortable environment that meets guest expectations and contributes to positive reviews and repeat business.

 

Strategy 3 – Renovation of Older Properties: Renovating older properties can significantly improve guest satisfaction in hotels for several reasons.

Firstly, renovations modernize the aesthetics and amenities, creating a more appealing and comfortable environment that meets contemporary traveler expectations. Upgrades in technology, such as high-speed internet access and modern entertainment systems, cater to guests’ digital needs. Improved infrastructure, including updated HVAC systems and soundproofing, ensures a quieter and more comfortable stay. Renovations also often address safety and security concerns with updated fire safety measures and secure access systems, fostering a sense of well-being among guests. Furthermore, renovations allow hotels to incorporate eco-friendly practices and energy-efficient solutions, appealing to environmentally conscious travelers.

A major aspect of hotel renovation and upgrade are replacing old mattresses. Mattresses play a pivotal role in enhancing hotel guests’ satisfaction by providing comfort, support, and promoting restful sleep. A high-quality mattress ensures guests wake up feeling refreshed and free from discomfort or pain, which significantly impacts their overall experience. Durability and cleanliness are also key factors; mattresses that maintain their integrity and hygiene contribute to a pleasant stay. Ultimately, investing in quality mattresses not only improves guest comfort and sleep quality but also enhances a hotel’s reputation for hospitality and guest care, leading to increased guest loyalty and positive reviews.

Overall, renovating older properties not only enhances the physical facilities but also elevates the overall guest experience.

Strategy 4 – Overall Guest Satisfaction: With customer satisfaction remaining high on the list of customer retention, it is important to focus on details that lead to overall guest satisfaction. Several touch points can be enhanced for guest delight and make them feel right at home:

• Warm Hospitality: Friendly and attentive staff who make guests feel welcome and cared for can create a homely atmosphere.

• Comfortable Accommodation: Clean and well-maintained rooms with cozy beds, ample amenities, and a functional layout contribute to a sense of comfort.

• Personalized Service: Tailored services that anticipate guests’ needs and preferences, such as remembering their names or room preferences, can make them feel valued and at home.

• Attention to Detail: Small touches like fresh flowers, quality toiletries, or a handwritten welcome note can go a long way in creating a homely ambiance.

• Safety and Security: Providing a secure environment where guests feel safe and protected is essential for them to relax and feel at ease.

• Homely Atmosphere: Design elements that evoke a sense of coziness, such as soft lighting, comfortable seating areas, and tasteful decor, can make guests feel like they’re in a home away from home.

• Access to Amenities: Having access to facilities like a kitchenette, laundry services, or recreational spaces can enhance the feeling of being at home, helping guests to relax and engage in everyday activities.

• Culinary Delights: For hotels offering food items, offering quality food options that cater to different tastes and dietary preferences can make guests feel satisfied and cared for, akin to a home-cooked meal.

• Efficient Communication: Clear and effective communication channels for guests to reach out for assistance or information contribute to a stress-free stay, enhancing their overall comfort and sense of being at home.

By focusing on these four main strategies, hotels can create an environment where guests not only stay but feel genuinely comfortable and at ease, fostering loyalty, positive reviews, memorable experiences, and lasting impressions that keep guests coming back, improving the reputation of your property.

 

References

1. 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study | J.D. Power (jdpower.com)
2. D. Power: As Rates Rise, Hotel Guest Satisfaction Slips | Business Travel News