Satisfied guests are the best marketing a hotel can ask for. A survey by JD Power found that 80% of guests that rated their hotel stay a 10 out of 10 would “definitely” recommend the brand to friends, relatives and colleagues. Because of this, it’s important to put in place a system that will assure preventative measures are taken on a regular basis to keep functions running smoothly, which in turn will keep guests happy.
Thus demands the question: what do guests complain about? The amenity on the forefront of the modern traveler’s mind is, of course, WiFi or some form of internet connection. Today’s guests consider in-room WiFi to be a necessity, not a luxury, and a connection that is not working properly will cause complaints. Hotels need to not only be sure that the network is connected but that it is working efficiently. Most guests have more than one device that they connect to the Internet- tablets, phones, laptops- and if the bandwidth is too low, the network will not be able to handle multiple devices per guest.
Other amenities that guests use, but hotel employees don’t, are easy to overlook. If a coffee machine is not working, a light bulb is out in a bedside lamp, or the batteries in the TV remote are dead, the hotel may not be aware until a guest complains. Similarly, an issue with the heating or air conditioning systems can cause a guest great discomfort that hotel employees may not notice simply because they are not in the rooms long enough.
Fortunately, guest complaints about these amenities are easy to avoid with an effective preventative maintenance schedule, ensuring that all devices and networks are regularly tested, and that any complaints made are addressed and the problem solved promptly.
Negative guest experiences can lead to negative guest reviews online, and the effect these have on future bookings is fully preventable. With the questionnaire function on the Roomchecking application, the managers and inspectors in your hotel can ensure that preventative maintenance measures are consistent across back-of-house teams, review the responses, solve recurring issues, and keep the quality of guest rooms up to the hotel’s standard.