The sum of all interactions and touchpoints a guest has with a hotel, from booking to post-stay.
Guest experience encompasses every interaction a guest has with a hotel throughout their journey - from discovering the hotel and making a reservation, through arrival and stay, to checkout and post-stay communication. It includes both tangible elements (room quality, amenities, F&B) and intangible elements (staff friendliness, communication quality, personalization). A positive guest experience drives loyalty, reviews, and revenue.
Guest experience directly impacts your bottom line. Happy guests leave positive reviews, book again, and recommend you to others. Poor experiences lead to complaints, negative reviews, and lost future revenue. In an age of online reviews and social media, one bad experience can influence thousands of potential guests. Investing in guest experience is investing in long-term profitability.
