Whether you run an independent hotel, a guesthouse or a spa, the guest experience starts well before arrival and continues after departure. Here are 10 simple points to check today.
Before arrival
- Does your website make people want to book? Real, recent photos, visible prices, and a booking button one click away, including on mobile.
- Are your online listings up to date? Opening hours, address, phone number and photos identical on your website, Google and booking platforms.
- Do you reply to every review? A short, personal reply, including to negative reviews, shows that you listen to your guests.
- Do you send a message before arrival? An email a few days before the stay (directions, parking, times, special requests) reassures guests and prepares their welcome.
During the stay
- Is the first contact warm? Greeting guests by name and a quick explanation of the services make a big difference.
- Does the room tell your story? Linen, amenities, scent, welcome card: every detail should reflect your brand image.
- Do your teams share the same habits? A few written, shared welcome rules guarantee a consistent experience, whoever the guest speaks to.
- Can guests find information easily? Wi-Fi, breakfast, local recommendations: a clear welcome booklet (paper or QR code) avoids repeated questions.
After departure
- Do you thank your guests? A thank-you message after the stay, with a link to leave a review, increases the number of positive reviews.
- Do you give them a reason to come back? An offer for a next stay booked directly builds loyalty and reduces your commissions.
Need an outside perspective?
Our Express audit reviews these points for your property and gives you concrete, prioritised recommendations.