Managing guest expectations is part art and part science. It is that subtle collective trait in a hotel team that could create a wide gap in the perception of quality delivered.

Managing guest expectations is often confused with understanding guest preferences. Even though understanding guest preferences is a part of managing guest expectations — they aren’t the same.

Guest expectations are the baseline standards or experiences that guests believe they will receive at a hotel. For example, guests may expect clean rooms, functional amenities, and polite staff.

Guest preferences are more specific desires or needs that vary from person to person. For instance, one guest might prefer a room on a higher floor for the view, while another might prefer a ground-floor room for accessibility.

While expectations are generally common across most guests, preferences are individualized and can greatly enhance the personalized experience if met.

So, how are guest expectations formed in the first place?

Guest expectations are formed from a variety of sources:

  1. Previous Experiences: Guests often base their expectations on past stays at your hotel or at similar hotels — who are likely to be your competitors.
  2. Marketing and Advertising: Promotional materials, websites, and advertisements set a certain level of expectation about services and amenities.
  3. Online Reviews and Recommendations: Guests read reviews on platforms like TripAdvisor, forming expectations based on others' experiences.
  4. Word of Mouth: Recommendations from friends and family greatly influence expectations.
  5. Price Point: how much you charge for the stay often sets a baseline expectation of quality and service.

Understanding these sources is crucial for hotels to meet and manage guest expectations effectively.

In a recent publication, Deloitte identified five guest needs and the attributes that correspond to them.

Guest satisfaction scores across the hotel experience [source: Deloitte]

According to this report —

Fixing a problem expeditiously has a significant impact on a guest positively promoting the property. According to survey respondents, guests were 40 percent more likely to positively, organically promote their experience when a problem was fixed quickly

Adopting guest engagement technology, such as a CRM-driven guest app, can significantly help in collecting real-time feedback from guests during the stay and provide a resolution to guest issues before it could become poor online feedback.

Technically called as “guest service recovery”, mid-stay guest engagement is key to meeting guest expectations. The effect is amplified if this guest engagement is powered by technology vs in-person interaction which, in the Millenial and Gen-Z era, is often considered privacy-invading.

Following are a few more ideas to handle guest expectations.

Communicate clearly - Before, during and after the stay.

Effective communication at your hotel is crucial for setting and managing guest expectations. From the moment a booking is made, every email, text, or verbal interaction is an opportunity to establish a positive rapport with your guests.

For example, a pre-arrival email outlining check-in procedures, amenities, and local attractions sets a welcoming tone and equips guests with useful information.

Enable guests to access your hotel’s guest app to take this a level up. With guests becoming increasingly tech-savvy, your guest app could also help set the expectations right during the stay.

It can also enable you to understand guest preferences in advance to provide a customised experience for guests.

Additionally, equip your staff with the tools and training to communicate effectively and handle inquiries with confidence and empathy. A well-informed and responsive team is key to managing guest expectations and making their stay memorable.

Personalise the guest experience

Personalization is key to exceeding guest expectations. Utilize guest data to offer personalized services – from room preferences like pillow type or floor level to customized dining options. If a guest has visited your hotel before, reference their previous choices to make them feel recognized and valued.

Technology can be a significant asset here; consider using a CRM system that can track guest preferences captured from your hotel’s guest app.

For instance, if your app records a guest’s preference for a high-floor room or a specific pillow type, ensure these are arranged before their arrival. This proactive personalization can both delight guests and demonstrate your hotel's attention to detail.

The guest app can also be used to offer personalized recommendations for dining or activities based on a guest's previous choices. If a guest frequently orders vegetarian dishes, suggest the chef's special vegetarian menu upon their next room service order.

This kind of tailored recommendation not only meets but anticipates guest needs, enhancing their overall experience.

By integrating personalization through a guest app, your hotel can create memorable, bespoke experiences that exceed expectations and build loyalty. This approach transforms standard hospitality into a unique journey for each guest, setting your hotel apart in a competitive market.

Elegantly deal with guests who have unrealistic expectations

One of the nightmares of every hotelier is the guest who thinks hotels can do anything for them and that the hotel team is full of magicians.

Dealing with guests who have unrealistic expectations requires a blend of diplomacy, clarity, and empathy. Here are some elegant ways to handle such situations:

  1. Listen and Acknowledge: First, listen to the guest's concerns without interruption. Acknowledging their feelings can help de-escalate the situation.
  2. Clarify and Educate: Politely clarify what your hotel can realistically offer. If the expectation stems from a misunderstanding, gently correct it with accurate information.
  3. Offer Alternatives: If possible, provide alternative solutions or compensations that can satisfy the guest within the realm of your hotel's capabilities.
  4. Maintain Professionalism: Stay calm and professional, regardless of the guest's demeanour. Demonstrating patience and understanding can often turn a negative situation into a positive experience.
  5. Follow-Up: After addressing their concerns, follow up to ensure their satisfaction with the resolution, showing that you value their patronage and feedback.

Offer a guest app to mitigate the risk of expectation mismatch

Following are the common areas where there may be a mismatch between what guests expect  and what your hotel realistically delivers:

  1. Room Quality and Amenities: Guests may expect more luxurious or modern facilities based on promotional photos or descriptions.
  2. Service Speed and Efficiency: High expectations for quick and efficient service, particularly in dining and housekeeping, can sometimes lead to disappointment.
  3. Food and Dining Options: Expectations about the variety, quality, or dietary accommodations in hotel dining can be misaligned.
  4. Hotel Location and Accessibility: Guests might expect the hotel to be closer to certain attractions or more easily accessible than it is.
  5. Wi-Fi and Technology Services: Expectations for fast, free, and reliable Wi-Fi and modern tech amenities are often high.

A guest app for your hotel can effectively mitigate expectation mismatches by offering a range of elegant solutions. It can showcase room amenities before arrival, providing a clear and accurate representation of what guests can expect.

The app can also display the standard estimated time of arrival (ETA) for room service orders, helping manage expectations regarding service speed. Additionally, guests can view dining options, complete with detailed menus, photographs, and serving hours, directly within the app.

For those requiring internet access, the app can facilitate easy Wi-Fi connection and offer upgrades to high-speed options if available at your hotel. This comprehensive tool not only enhances guest convenience but also aligns their expectations more closely with the services provided.

Once you are on the deliberate journey of meeting and exceeding guest expectations, business metrics like CSAT and NPS could help you effectively measure if you are meeting guest expectations.

Haven is a guest engagement software that could enable your hotel to elevate guest experience and increase RevPAR. Request a free demo today to see how.