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Enhancing Guest Experience in the Competitive Hospitality Industry - A Quick Guide

Tobias Roelen-Blasberg
Tobias Roelen-Blasberg
Co-Founder & Head of Product
Explore strategies and technologies to improve hotel guest experiences, from personalized service to innovative solutions like chatbots, facial recognition, and AI-powered review reply generators.
Enhancing Guest Experience in the Competitive Hospitality Industry - A Quick Guide

With the rise of numerous booking platforms, the hospitality industry has never been more competitive. While there are numerous new marketing strategies that business owners can implement, providing excellent guest experience remains the best way to gain the loyalty of customers.

In this blog, we'll delve into the various aspects of improving hotel guest experiences, from understanding what constitutes a great experience to utilizing technology for enhanced customer satisfaction.

What is the guest experience in hospitality?

The guest experience in hospitality refers to guests' overall impression and satisfaction during their stay at a hotel or accommodation. It encompasses every touchpoint from the initial booking to the final check-out, including interactions with staff, the quality of amenities, and the property's ambiance.

With numerous alternative travel accommodations available in the market today, an exceptional guest experience is now the primary selling point of hotels. Recent surveys suggest that 74% of travelers still prefer staying at hotels. However, 44% of the same respondents say they are more than willing to consider other accommodations such as bed and breakfasts and condotels should they be ensured that they'll also get a satisfactory guest experience. For this reason, it's imperative for hotels to always maintain excellent guest experience to remain competitive.


What makes a good experience at a hotel?

A good hotel experience is characterized by several key elements. First is comfortable accommodation. Guests expect clean, well-maintained rooms with comfortable beds and essential amenities that enhance their stay. Equally important is excellent service, where courteous and attentive staff not only meet but anticipate guest needs, going the extra mile to ensure their comfort and satisfaction.

hotelier giving keycard to guest
Provide excellent guest experience, even before check-in. (Source: Freepik)

Personalization is another indicator of a great hotel experience, as it involves tailoring services to individual guest preferences, making each stay unique and memorable. Furthermore, efficient check-in and check-out processes are essential, as they save guests time and minimize any potential hassles.

Why is customer experience important in hotels?

The significance of customer experience in the hospitality industry cannot be overstated, as it serves as the bedrock upon which the success and sustainability of hotels are built. Here's a deeper dive into why prioritizing customer experience is not just an option but a necessity:

Reputation Building

Positive experiences are the foundation upon which a hotel's reputation is built. Every guest's voice carries weight in the age of online reviews and social media. Exceptional experiences lead to glowing reviews and enthusiastic word-of-mouth recommendations. These testimonials serve as powerful endorsements, attracting new guests and establishing the hotel as a trusted and preferred choice within the market.

To learn how online reviews affect hotels, read our article Online Review Statistics Every Hotel Needs to Know in 2023

Repeat Business

Customer loyalty is the lifeblood of any hotel. Satisfied guests are not just one-time patrons; they are more likely to return for future stays. A memorable and delightful experience fosters a sense of attachment and loyalty, turning guests into regular visitors. These loyal customers contribute to a steady stream of revenue and become brand advocates, championing the hotel to friends, family, and colleagues.

Increased Revenue

A guest who has had a positive experience is more inclined to explore and indulge in additional services and amenities offered by the hotel. This could include dining at the hotel's restaurant, booking spa treatments, or participating in recreational activities. Happy guests are not just content with their rooms; they are eager to make the most of their stay, which translates to increased revenue for the hotel.


The hospitality industry is highly competitive, with numerous options available to travelers. In this crowded marketplace, exceptional customer experience is a unique selling proposition (USP). A hotel consistently providing exceptional service and memorable experiences stands out from the competition. This differentiation attracts discerning guests willing to pay a premium for the promise of a superior stay, thereby bolstering the hotel's market position.

How to improve customer satisfaction in the hospitality industry?

Improving customer satisfaction in the hospitality industry is not just a goal but a necessity for long-term success. Here are some strategies on how you can boost the customer satisfaction of your guests:

Ensure seamless communication with guests.

Responding personally to every guest message, both pre-stay and post-stay, is a crucial element in delivering exceptional customer service in the hospitality industry. It involves personalized welcome emails, confirmations, and inquiries about guest needs before their arrival, as well as post-stay follow-ups to show appreciation and gather feedback. Leveraging AI solutions like MARA AI for efficient communication management can enhance the guest experience by ensuring quick and personalized responses, ultimately fostering guest satisfaction and loyalty.

Offer early check-in options.

A study conducted by Opinion Research Corporation (ORC) found that 76% of people said that early check-in options could effectively minimize their potential frustration, and 41% indicated they would be more likely to select a hotel that offers the convenience of advanced check-in via web or mobile device over those that don't. These gestures are particularly appreciated by business travelers and those arriving on early flights.

hyatt place announcement early check in
Hyatt Place offering early check-in to guests. (Source: Upgraded Points)

Provide seamless check-in options.

A study by Statista revealed that 62% of travelers prefer hotels with contactless check-in options. Investing in technology for seamless check-in, such as mobile check-in and keyless entry, not only saves time but also aligns with the evolving expectations of tech-savvy guests.

Ensure it's easy for guests to connect with your team.

Based on a recent HubSpot survey, 66% of consumers expect a response from customer service in five minutes or less. Providing multiple channels for communication, along with quick response times, ensures that guest concerns are addressed promptly, preventing potential issues from escalating. Most importantly, your team should maintain responsiveness from pre-arrival and beyond your guests' checkout. Innovative devices like the SuitePad In-Room Tablet, which combines various functions, offer guests a one-stop solution for all their needs, optimizing efficiency and personalization in the hospitality industry.

Provide expert insight about your location.

An article from Impact Hotel Services emphasizes that guests value local recommendations from hotels. By sharing local tips, restaurant suggestions, and maps, hotels enhance the overall guest experience, making it easier for travelers to immerse themselves in the destination.

Offer personalized stays.

According to a survey by Epsilon, 80% of consumers are more likely to make a purchase when brands offer personalized experiences. Leveraging guest data to tailor experiences, such as recognizing special occasions or preferences, not only increases satisfaction but also drives guest loyalty.

Avoid disrupting the guest experience.

An article from EHL Insights highlights the negative impact of service disruptions on guest satisfaction. Minimizing maintenance and housekeeping activities during peak guest hours not only ensures a peaceful stay but also contributes to higher overall satisfaction scores.

Aside from these maintenance services, it's also imperative for hoteliers to ensure that your marketing strategies will not affect the stay of your guests. For instance, collecting guest insights should be properly incorporated into your check-out process. Read our article Gain Insights and Enhance Your Hotel Services with Guest Feedback to learn more about this.

Incorporating these strategies into your hotel's operations can improve customer satisfaction, as reflected in guest reviews and loyalty. These approaches align with the evolving expectations of modern travelers and underscore the importance of continuous improvement in the ever-competitive hospitality industry.

What is customer experience management in hospitality?

Customer Experience Management (CEM) in the hospitality industry is a comprehensive strategy focused on systematically monitoring, analyzing, and enhancing all guest interactions throughout their journey. It begins with the systematic collection of guest data, including feedback, surveys, and online reviews, which is then analyzed to extract valuable insights into guest preferences and expectations. This data-driven approach allows hotels to create detailed guest journey maps, identifying touchpoints that require improvement and those that delight guests.

CEM also involves a continuous feedback loop, where guest input is actively sought and used for immediate improvements. It requires staff training and empowerment to deliver exceptional service, as well as the integration of technology, such as CRM systems and analytics tools, to personalize experiences and ensure efficient communication. The ultimate aim of CEM is to cultivate loyal guests who become advocates for the hotel, fostering long-term success in a competitive market.

How can technology help improve hotel guest experience?

Technology has now become a cornerstone when it comes to providing excellent guest experience. In fact, a recent study shows that 78% of hotels expect their hotel technology investment to increase in the next three years. Technology not only optimizes operational efficiency in the hospitality industry but also elevates the guest experience by offering convenience, personalization, accessibility, and enhanced security. It has become an indispensable element of modern hospitality, enhancing guest satisfaction and loyalty while meeting the evolving expectations of tech-savvy travelers.

suitepad communication gadget for hotels
SuitePad, communication gadget for hotels.

One example of technology elevating the guest experience is the SuitePad In-Room Tablet, which combines multiple functionalities, including serving as a digital guest directory, a booking tool, a hotel phone, and a remote control. This technology not only streamlines guest interactions but also offers convenience and personalization, aligning with the evolving expectations of tech-savvy travelers and contributing to higher guest satisfaction and loyalty.

What are customer experience solutions?

Fortunately, the market is now brimming with customer experience solutions that hotels can use to ensure guest satisfaction. Here are some of the solutions that are now commonly used among top hotels:

AI Review Reply Generators

Responding to online reviews can be a daunting task, but it doesn't have to be with our AI Review Assistant of MARA. This intuitive tool is designed to ease your Online Reputation Management process, making it more efficient, personalized, and time-saving. It offers the best and most personalized AI for responding to and analyzing your guest reviews.

AI-Powered Review Inbox

One of the key features of this tool is the AI-powered Review Inbox. Your review inbox makes responding to reviews as simple as hitting "Generate reply" and clicking "Send". The Review Inbox connects to multiple review sources, including Google,, and Tripadvisor, giving you a panoramic view of all your reviews. And you can even configure review response automation: Why not allow MARA to automatically respond to simple reviews, like 5-star Google reviews with no text, ensuring you never miss a review? Daily notifications about new reviews keep you updated and in control.

MARA Review Inbox
AI-powered Review Inbox for your online listings.

Simplified Review Analytics

To help you understand and analyze the multitude of reviews, the Review Assistant also incorporates Review Analytics. This provides actionable, easy-to-understand insights that are tailored exclusively to your business. With MARA, you can quickly get the gist of all your reviews without needing to read each one. The analysis is so detailed that you can find out about specific issues like "water in the pool is too cold" or "lack of vegan breakfast option”. These insights help optimize guest experience without requiring you to be a data expert.

MARA Review Analytics
Review analytics for guest insights.

Streamlined Review Automation:

After gaining trust in your personal AI Review Assistant, you can even go on autopilot and create automation rules. This way, you can specify which reviews should be replied by the AI directly with no additional approval. With the configuration below, all Google reviews with no text and a star rating of 4 and above are answered automatically.

MARA Review Automation
Go on autopilot for your online reputation management.

The most personal response AI:

MARA's AI isn't just about efficiency; it's about personalization too. The Brand Voice feature allows the AI to adapt to your tone, making sure your responses sound authentically you. Plus, with Smart Snippets, you can "teach" the AI how to respond to recurring praises or complaints. Your AI then incorporates this information into its responses, but always with different words, providing more personalized, relevant replies.

This review response assistant has quickly become a game-changer for over 2000 customers. Its promising capacity to elevate your overall rating, amplify response rates, glean insights from customer feedback and economize both time and money, is the reason behind its growing popularity.


Online Booking Management CRM

Online booking management CRM systems are a powerful tool for hotels. They centralize guest data, including preferences, booking history, and special requests. This data allows hotels to offer personalized experiences, such as room customizations or restaurant recommendations, enhancing the guest's stay. Furthermore, these systems streamline booking processes, making it easier for guests to make reservations and modifications and improving guest satisfaction.

screenshot dashboard of kapture online booking crm
Sample of an online booking CRM. (Source: Kapture)


AI-powered chatbots are revolutionizing customer service in the hospitality sector. These virtual assistants can handle routine inquiries and requests, such as booking confirmations, FAQs, and even room service orders. By freeing up staff from repetitive tasks, chatbots enable hotel employees to focus on more complex and personalized guest interactions, ultimately improving service efficiency and guest experiences.

Most chatbots use Natural Language Processing and Machine Learning technology. To learn more about how these innovative solutions help hotels, read our article Get the Most Out of ChatGPT: How Hotels Can Leverage Technology.

hijiffy screenshot hotel chatbot solution
HiJiffy, a hotel chatbot solution. (Source: HiJiffy)

Facial Recognition

Facial recognition technology enhances both security and convenience in hotels. During check-in, guests can have their identities verified quickly and securely, eliminating the need for physical keys or traditional check-in processes. This streamlines the guest experience, reduces waiting times, and contributes to a seamless arrival process, all while ensuring the highest level of security.

sample of facial recognition for hotels
Sample of facial recognition for hotels. (Source: Intellectyx)

Voice-Controlled Rooms

Voice-controlled rooms are a cutting-edge solution that offers guests unprecedented convenience. With simple voice commands, guests can adjust room settings like lighting, temperature, and entertainment systems. This level of control not only enhances comfort but also adds a touch of luxury and modernity to the guest experience.

voice command gadget for hotels from VDA Group
Sample of a voice command gadget for hotels. (Source: VDA Group)


Robots are being deployed in various capacities within hotels. They can deliver room service orders, assist with concierge services, and even perform housekeeping tasks. By automating these tasks, hotels can ensure quicker response times and maintain a high level of cleanliness and service quality, contributing to improved guest satisfaction.

To learn more groundbreaking hotel technologies, read our complete article Take Hotel Management to the Next Level with AI: Essential Tools Every Hotelier Needs.

hotel robot from japan
Japan’s hotel robot. (Source: Boston University)

RFID Wristbands

RFID wristbands provide guests with a hassle-free way to access their rooms, facilities, and services within the hotel. These wristbands not only enhance convenience but also add a sense of exclusivity to the guest experience, as they often serve as a symbol of VIP or resort-style stays.

RFID Wristband Marriott
Marriott’s RFID wristband. (Source: Synometrix)

Final Thought

Elevating the guest experience in hotels is a continuous endeavor that blends personalized service with innovative technological solutions. By prioritizing guest needs, embracing technology, and consistently striving to surpass expectations, hotels can craft memorable experiences that foster guest loyalty and prompt them to share their positive experiences with others. However, with the right AI software, you can streamline your operations, including your online reputation management. Don't hesitate to try our AI Review Assistant, MARA, to deploy personalized responses and easily glean valuable insights from reviews. It's free for testing, doesn't require a credit card, and can be fully operational in under five minutes.

This post is part of our hero content series on “Hotel Guest Experience: A Deep Dive into Creating Memorable Stays".

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Frequently Asked Questions:

How can hotels improve customer service?

Hotels can improve customer service by prioritizing guest needs and embracing technology, such as personalized communication, convenient check-in options, quick responses, local insights, personalized stays, and minimizing disruptions during the stay. Implementing these strategies ensures a seamless and enjoyable experience.

What are the 3 C's of enhancing the hotel guest experience?

The 3 C's of enhancing the hotel guest experience are Comfort, Convenience, and Customization. This includes providing comfortable accommodations, efficient processes, and personalized experiences, creating a memorable stay.

Why is customer experience important to the hotel industry?

Customer experience is vital to the hotel industry because it builds reputation, fosters repeat business, increases revenue, and sets a hotel apart in a competitive market.

What is the most important element of the customer experience?

The most crucial element of the customer experience is personalization, tailoring services to individual guest preferences, creating a lasting impression, and driving guest satisfaction, loyalty, and positive reviews.

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