If you stay at hotels often, you know that most of them seem to offer the same old thing – a mildly friendly reception, a decent bed, and a warm shower. Today, however, we’d like to focus on a few of the best hotels that decided to up their game and take customer service to the next level.
Some of the most imaginative hotels (in terms of design and amenities) are being developed around the world. From underwater hotels to treetop hideaways, new properties are pushing the boundaries of what a typical hotel experience should feel like.
Check the list we’ve compiled of amazingly innovative hotel designs and services below, and if you’ve stayed in one just as filled with creative ideas recently, add your photos at the end!
#1 This Hotels Pet Policy
No matter how much hotels innovate, there are still some “basic” requirements that all properties should meet to make their experiences both welcoming and comforting to guests.
The travel industry is dominated by customer service, and hotel businesses live and die by the satisfaction of their guests. As customer demands grow, so does the complexity of delivering an experience they’ll be happy with.
Much is discussed in regards to guest experience in today’s travel world, but often the guest experience and hotelier experience are inextricably linked. Both inspire and feed each other through demand, expectation, and satisfaction. In contemporary society, hotels are facing complex distribution, pricing, and guest contentment challenges – and that’s before COVID-19 hit!
#2 Instead Of A Bible, This German Hotel Leaves A Copy Of The Un’s Declaration Of Human Rights
It seems them fighting to balance their own business needs with the increasing and dynamic nature of travel technology, and the savvy, resourceful attitudes of travellers. As a result, hotels need to be led by traveller behaviour. The majority rules. Early adopters are typically well-educated, have high incomes, and are willing to take risks. Hotels are realising they need to be in many places at once, with constant visibility being a cornerstone of booking success.
When it comes to pleasing guests, ‘personalisation’ is as buzzed as a word can get, but for good reason; there’s no excuse not to be taking a more focused approach to customer interaction. However, optimising the guest experience and ensuring guest expectations are met is a constantly evolving challenge for hoteliers. With a veritable banquet of options at their fingertips, travellers are demanding more than ever before. It makes life harder for hotels, but also gives them a greater opportunity to deliver an experience guests will never forget.
#3 Looked Underneath My Bed At The Hilton Hotel
#4 This Hotel Checklist Reminds You To Steal The Toiletries
Did you know that improving their customer service could collectively save U.S. companies $62 billion annually? The best hotels know that good hotel customer service is ideal for increasing revenue, but it’s also very helpful for brand development and customer retention. Unlike your location, building structure, or amenities, providing the best hotel service experience is something you have complete control over.
#5 My Hotel Gives You A Rubber Ducky
But what does “the best customer service experience in a hotel” really mean?
33% of Americans say they’ll consider switching companies after just a single instance of poor customer service. And while the definition of excellent customer service varies by industry, the best customer service hotel can be defined by the following characteristics:
- Detail. True attention to detail can’t be found in a manual. It can, however, be inspired by great working conditions and a genuine desire to help people.
- Personalization. Birthdays, anniversaries, and other special occasions are great opportunities to personalize a guest’s experience. But there are plenty of ways to customize their visit every day, you just have to look for them.
- Creativity. Customers have expectations for what most hotels will and won’t do. Identify them. Then make it a habit to go above and beyond in interesting and delightful ways.
#6 This Hotel Has A Pillow Menu… With Pillow Samples
#7 My Hotel Encourages Theft Of Its Stationary
At first these suggestions might seem vague. But once you get the hang of it, you’ll soon learn how you can easily apply these best hotel customer service principles to your own property. And if you’re wondering what that might look like, we’re so glad you asked!
#8 My Hotel Phone Has A Number For Bedtime Stories
#9 This Hotel In Singapore Incorporates Landscaping Into Its Facade
What can you learn from some examples of hotels with the best customer service?
Location: Hanoi, Vietnam
Best Hotel Customer Service Tip: Hire the right personalities.
Guests of the Holiday Emerald are amazed at how genuinely kind their staff is. From thoughtful greetings upon entering the lobby to personally following up on special requests like restaurant recommendations, the staff at Holiday Emerald feel more like friends than employees.
Location: Puerto Del Carmen, Spain
Best Hotel Customer Service Tip: Surprise your guests with presents and appreciation.
For example, when recent guests of Lani’s were overheard discussing their upcoming anniversary as hotel patrons (their 100th night in a Lani brand hotel), the staff at the hotel came through big time. They put balloons, champagne, chocolates, and presents in their room on the day. And the owner comped their dinner at the hotel restaurant. This extreme act of appreciation made their guests feel valued and has surely solidified their status as customers for life.
#10 This Bedside Lamp At My Hotel In Japan Can Be Half Lit
#11 Hotel’s Laundry Bag Has A Quote From Nietzsche On It
Location: Dingle, Ireland
Best Hotel Customer Service Tip: Go out of your way.
The customers at Pax rave about the delicious breakfast almost as much as the customer service. A couple past guests mentioned how the hotel went out of its way to provide a shuttle ride to the bus station just for them. And another gushed about the host, John, personally delivering their morning chocolates and Irish Creme. These little touches and extras will always be noticed and appreciated by your guests!
#12 The Mirror In My Hotel In Japan Has A Heated Part That Won’t Steam Up After A Shower
7 Ways to provide the best hotel service experience:
- Survey your guests
- Empower hotel employees
- Get creative with lost and found
- Have a sense of humor
- Problem solve interdepartmentally
- Be legendary
- Form strategic partnerships
#13 Greeted By This Little Guy In My Hotel Bathroom
#14 The Room Numbers At My Hotel Are Shadows
There’s no doubting that COVID-19 has changed customer service forever. The way that hospitality businesses operate and deliver experiences will undergo a raft of edits and adaptations to form a new normal in the long term. But changes have to happen now, and quickly. Failure will result in a business that isn’t operating at all.
On top of complying to any government and industry instated requirements, hotels will need to look closely at what travellers might be coming to their area, what they’re looking for, and what services can be provided to them.
Take into account:
- Flexible booking policies
- Cleanliness and hygiene
- Shared spaces (lobby, bar, restaurant, pool etc)
- Contactless check-in, room entry, room service etc
- Wellness services and amenities
- Surge in adventure/active holidays
- Local health facilities