From the moment you arrive and check in your hotel is being judged by the guest. So it doesn’t matter how luxurious the rooms are or how much you’ve spent on the refurbishment, if the person checking guests in isn’t welcoming and friendly guests will have a negative impression of the hotel. The same goes for restaurant staff, an a la carte meal can be ruined if the waiting staff are uninterested and unable to advise diners on the menu
Standard of the room
If your website only shows pictures of luxury rooms but doesn’t state which type they are then guests who check in to a standard room may feel disappointed and complain it isn’t what they expected. If you are going to show pictures of the guest rooms on your website then ensure you show all available types
We see lots of reviews from people who say they had to request several times for extra pillows in their room. Most high quality hotels will always provide extra pillows in the wardrobe as standard. When guests have checked in they want to be able to relax in their room. If the basic things required for a comfortable stay are not provided and need to be requested it won’t help when it comes to getting positive feedback from guests. Foldaway camp beds are not the comfiest to sleep on, and in family rooms they are another thing guests complain about. Mainly because on the hotel website the description was double and 2 single beds, not camp beds
This is probably one of things that is complained about the most in hotel reviews. Usually it’s the cleanliness of the bedrooms. Unfortunately standards in some hotels are just not where they should be and it’s only when a guest complains that the cleaning is done properly. Many hotels have housekeepers who check rooms after chambermaids have cleaned them. This ensures anything that has been missed is completed before a guest checks in. It is totally not acceptable for a guest to check in to a room and find a bin not emptied or hairs in the plughole
So these are the basics people expect and should be receiving from any hotel:
Service-Are all the staff friendly, welcoming and helpful?
Standards-Does the hotel deliver what your website says or shows?
Comfort-Are guests guaranteed a comfortable stay?
Cleanliness-No excuses here, unless work is checked things will get missed