In 2025, 58% of hotel guests believe that AI will enhance their hotel experience. “Hotels that do not meet these digital expectations will fall behind.” According to Hotel Tech Report. Hoteliers will prioritize improving guest satisfaction in 2025. But only those hotels that are equipped with technology to manage feedback and track it can make a real difference to the guest’s experience. Operators must be able to manage and track guest feedback, while also quickly adapting their operations to meet their guests’ needs. They should be alerted to any issues such as long lines at the reception, missing amenities, and guestrooms needing extra attention. Before you begin, please read the following: The check-out process is completed by the guests. The right property-management system powering their reputation-management strategy, operators will have everything they need to hold their property to the highest standard.
Travelers are demanding more from their service experience after the past five years. They have experienced delayed or cancelled flights, missed connections and understaffed hotels. It can be hard to measure the value of customer loyalty and sentiment, but there is no doubt that travelers’ opinions of hotels today have a direct impact on hoteliers’ success. They need a guarantee that their stay will be consistent and enjoyable regardless of a hotel’s location or chain scale, and operators–particularly independents, must find ways to leverage guest feedback to improve satisfaction scores and even generate ongoing loyalty. A 2020 study revealed that “well-executed loyalty programmes remain a”crucial strategy for customer loyalty And help develop competitive loyalty programmes for success.” Independents should be part of the hospitality’s growth story in loyalty.
Future hospitality depends on anticipating guests’ needs before they express them. Operators who integrate feedback into their PMS can instantly act, creating experiences that customers remember and want to return for.
Without context, however, feedback from guests is not always viewed as useful, constructive or actionable. In order to trust the technology and use it as a tool to improve guest satisfaction, develop new strategies or adapt to their needs during their stay, hoteliers need to start relying on its insights. Most importantly, feedback must be collected in a way that is easily accessible. hotel PMSThe levers and controls are located next to each other, so that operators can impact the experience of the stay in real-time without needing to use third-party platforms.
What will You Learn?
You can damage your bottom line if you do not know what to do. Traveler feedback is essential in today’s operational environment. Hoteliers do not have the time to visit all floors of their properties and each guestroom. Guest feedback is a great way to keep hotels up-to-date on anything from musty smells near the pool area of the hotel, to dead zones that prevent guests from using complimentary internet in their guestroom.
“[Having a guest experience management platform] The ability to receive instant feedback from guests has been a game changer for us. All reviews are collected in one place. It can also be used to ensure that we are addressing any issues before guests arrive. Within three months, we noticed that our online reviews had increased by 1.5 points. This is a significant change on platforms such as Google reviews. — Venita Yelley, Operations manager for MCM Elegante Hotel and Suites
Operators can react quickly to problems when they are able to view in realtime feedback from guests’ post-check-in/out reviews and direct or two-way texts. Studies show A hotel that used real-time feedback systems identified frequent complaints regarding slow check-ins. They responded quickly to this and reduced wait times by 40 percent, resulting in a significant increase in customer satisfaction.
Front desk staff should only have to check a box in order to notify housekeeping or maintenance about an intervention. Operators will have the ability to improve guest satisfaction based on feedback in real time when viewing the data on a PMS. Smart hoteliers have already started using data analytics to discover patterns in customer complaints and improve service.
Hotels can benefit from the guest feedback without relying on their loyalty program. They may even encourage more guests to join these programs.
What’s The Message?
Hotels can be a great option for a last resort. leverage guest feedback Discover how hoteliers prefer to interact and communicate with their guests. Everyone wants to be contacted on their terms, whether it’s via email, voicemail, SMS, or your favorite app. The PMS in your hotel can help you implement an effective strategy for guest messaging.
It is essential to streamline your property’s messaging and delivery system. Operators do not have the time to compare offerings, amenities, capabilities, room availability and more between three or more tools and then use another app to communicate with guests. All of these features need to be accessible directly from the hotel PMS platform. all-in-one PMS The above processes could be easily managed without any integrations, or even breaking a limb.
Operators who have access to two-way SMS can create a communication chain between hotel workers, managers, and guests. This can be used to reduce errors and maintain consistency in your property’s workflow. This empowers hotel staff to take decisions and resolve problems rather than feeling like they have to navigate a complicated technology infrastructure just to satisfy guests.
What Impact Does It Have on Loyalty/Satisfaction?
Today, every hotel is striving for consistency. Listening to guests’ feedback on everything from daily rates and operations to guest satisfaction and room turnover helps hotels identify areas that need extra attention. While not all feedback from consumers is constructive or valuable, it is still better to know where you can improve than believe ignorance is bliss.
Physical assets age and degrade with time. The hotels are heavily used and suffer from a lot of wear each year. It doesn’t matter where you are, how big the chain is, or who your clientele is. The greatest differentiator today is how well a company listens to their customers. Today, hotel leaders can differentiate themselves from their competitors by focusing on the small details, lubricating the wheels and smoothing their imperfections in order to provide the experiences that guests want.
The guests know what makes a great hotel stay. Your guests won’t know what they got if your team is equipped with traveler feedback baked into their PMS, where they can make a real difference.
