The OnRes Blog

Create a Memorable Stay: Tips for Improving Guest Experience in Hotels

By: Steve Behrisch , President & CEO

The hospitality industry is all about making guests feel welcome, comfortable, and satisfied with their stay.

And, in today’s highly competitive industry, providing a great hotel guest experience can make all the difference in attracting and retaining customers. 

From the moment guests begin their search to after their stay, it’s important for hotels to prioritize the guest experience.

But where to begin?

Table of Contents

In this blog, we’ll explore practical and effective ways to improve the hotel guest experience, covering everything from website optimization to personalized communication.

Ways to Improve Hotel Guest Experience

By implementing these strategies, your hotel can provide guests with an unforgettable stay that exceeds their expectations and keep them coming back.

Ways to improve hotel guest experience

So let’s understand how to take your hotel guest experience to the next level.

1. Improve Your Website

In today’s technology-driven world, a hotel’s website is often the first point of contact with potential guests. Therefore, it’s essential to ensure that your website is user-friendly, visually appealing, and provides all the necessary information about your hotel.

One way to enhance your website is by using high-quality images that showcase your hotel’s amenities and services. By providing guests with a clear and enticing visual representation of your hotel, you can help them make an informed decision when booking a stay.

It’s also crucial to provide relevant information about your hotel, such as location, nearby attractions, and services available. This can help guests plan their stay and make the most of their time.

Furthermore, with the increasing use of mobile devices, it’s vital that your website is mobile-optimized.

In fact, 61% of users never return to a website that is not mobile-friendly.


That being said, a mobile-friendly website ensures that guests can easily access information and make bookings right from their smartphones or tablets.

2. Streamline the Booking Process

The booking process can be a make-or-break moment for guests, as a complicated or confusing one can discourage them from making a reservation. Therefore, it’s crucial to streamline the booking process to ensure a smooth and hassle-free experience.

Start by providing clear and concise information about room rates, availability, and cancellation policies. Make sure this information should be easily accessible on your website for them to make an informed decision.

To further enhance the booking experience, consider implementing a user-friendly booking system that allows guests to make reservations quickly and easily. The booking system should be intuitive, easy to navigate and offer multiple payment options that cater to different guest preferences.

Moreover, try offering special deals and promotions for direct bookings; this can encourage guests to book through your website saving you on OTA commissions.

3. Provide Personalized Communication

Personalized communication can make all the difference in enhancing the guest experience. From the moment a guest books their stay, it’s important to give a personal touch to make them feel welcome and valued.

One way to do this is by addressing guests by their name and ensuring that their preferences and needs are met throughout their stay. Providing personalized recommendations for nearby attractions and restaurants based on their interests can also enhance the guest experience and make their stay more enjoyable.

Sending personalized emails and messages can also help guests feel appreciated. This can include welcome messages upon arrival, reminders about upcoming events or reservations, and thank-you messages after their stay. 

Personalized communication shows guests that you care about their experience and can help build a strong relationship with them. This can also lead to repeat business and positive word-of-mouth recommendations, that ultimately benefits your hotel’s reputation and revenue.

4. Provide Exceptional Customer Service

Providing top-notch customer service means training staff to be friendly, knowledgeable, and responsive to guests’ needs, creating a positive and lasting impression.

However, it might be crucial for your staff to be available around the clock to answer questions, provide recommendations, and assist with any issues that may arise. 

Here technologies like a guest self service kiosk or portal can be of advantage. This can include any service requests, accepting payments, or arranging transportation.

Moreover, your staff should be trained to anticipate guests’ needs and preferences whenever possible. This can help create memorable stays for guests, welcome repeat business and leave positive reviews that ultimately benefit your bottom line. 

5. Offer High-Quality Amenities

A comfortable bed with luxurious linens and high-quality toiletries can make a significant impact on guests’ satisfaction levels.

Similarly, providing complimentary snacks and drinks, free Wi-Fi, and access to fitness facilities or a pool can also enhance guests’ stays. Offering unique amenities that set your hotel apart from competitors, can create a memorable experience that guests will appreciate and remember.

It’s also essential to ensure that amenities are well-maintained and available to guests throughout their stay. Regularly inspecting amenities and addressing any issues that arise can prevent guests from experiencing frustration or disappointment.

By offering such high-quality services, you can increase guest satisfaction levels, and ultimately result in better revenue and higher bookings.

6. Maintain a Clean and Safe Environment

Guests have a high expectation of cleanliness and safety, and hotels must strive to exceed those expectations (especially post the pandemic).

To achieve this, hotels must maintain a high standard of cleanliness throughout their premises. This includes regularly cleaning and disinfecting all surfaces, providing fresh linens and towels, and ensuring that guest rooms are free of pests. 

Also ensure that your cleaning and maintenance practices align with local health and safety guidelines. In addition to cleanliness, do prioritize guest safety. This includes installing smoke detectors and providing emergency procedures in case of fire or other calamities. 

Maintaining a clean and safe environment not only ensures guest satisfaction but also protects the health and well-being of guests and your staff. This is a critical aspect of hotel operations that should be prioritized at all times.

7. Provide Easy Check-In and Check-Out

Check-in and check-out can be a stressful experience for guests, especially if they have to deal with complicated procedures. So it’s crucial to make it as smooth and stress-free as possible.

Waiting in long lines or dealing with complicated procedures can cause guests undue stress, leading to negative reviews and lower satisfaction scores. 

This can start with providing precise and detailed information about the check-in and check-out procedures on the hotel’s website and through pre-stay communication.

Consider investing in technology such as mobile check-in or a kiosk, which allows guests to check-in digitally and skip the front desk altogether. 

Keyless entry systems can also be implemented if you have the budget and eliminate the need for physical keys. Overall, trying to create an easy and efficient process for your guests to access your property easily.

Frequently Asked Questions

Hotels can personalize the guest experience by leveraging guest data to tailor recommendations, offering pre-arrival communication with local tips, and providing upgrade options or amenities based on preferences. Small touches like handwritten welcome notes and remembering guest names go a long way.

To create a memorable stay, several key factors contribute to a positive guest experience:

  • Friendly and helpful staff: A welcoming and attentive team can answer questions, address concerns, and go the extra mile to ensure guest satisfaction.
  • Clean and comfortable rooms: A clean and well-maintained space is essential for relaxation. Comfortable beds, linens, and proper temperature control further enhance the experience.
  • Efficient check-in and check-out: Streamlined processes minimize wait times and allow guests to settle in or depart quickly.
  • Convenient amenities: Offering amenities that cater to guest needs, such as Wi-Fi, fitness facilities, or on-site dining, adds value and convenience.
  • Personalized touches: Small gestures like remembering guest preferences or offering local recommendations create a sense of care and attention to detail.
  • Value for money: Guests expect a fair price for the quality and amenities offered. Competitive rates and exceeding expectations contribute to a positive perception.

Investing in guest experience leads to increased guest satisfaction, positive online reviews, and higher loyalty. This translates to repeat business, increased revenue, and a competitive edge in the hospitality industry.

Hotels can leverage technology through mobile check-in, contactless room keys, in-room tablets for service requests, and AI chatbots for guest assistance. These tools streamline processes, personalize communication, and empower guests for a more convenient stay.

Beyond the basics of a clean and comfortable room, guests look for amenities that enhance their stay and cater to their needs. Here are some of the most important hotel amenities:

  • Wi-Fi: Reliable and high-speed Wi-Fi is no longer a luxury, but an essential for most travelers to stay connected, informed, and entertained.
  • Comfortable beds: A good night’s sleep is crucial for a positive experience. Comfortable beds with high-quality linens ensure a restful stay.
  • Clean bathrooms: Clean and well-maintained bathrooms are essential for hygiene and overall comfort.
  • Temperature control: The ability to adjust the room temperature to personal preference contributes to a comfortable stay.
  • Fitness center: On-site fitness facilities cater to health-conscious guests who want to maintain their workout routines while traveling.
  • Convenient dining options: Having on-site dining options or easy access to nearby restaurants provides guests with flexibility and convenience for meals.

OnRes software can help hotels personalize guest communication, manage guest data for targeted promotions, and streamline operations for a smoother guest experience (e.g., faster check-in).


There are many ways to improve the hotel guest experience, from the pre-booking stage to after their stay.  It’s up to you how best you can create a memorable and enjoyable stay for your guests.

Remember, a happy guest is a returning guest, and positive reviews can go a long way in attracting new customers to your hotel. 

By implementing these strategies and continuously improving your guest experience, you can stay ahead of the competition and build a loyal customer base. 

So, start implementing these tips today and watch your hotel’s reputation and profitability grow.

Steve Behrisch, President & CEO

Steve joined the OnRes Team as an account rep in 2008 and was promoted to VP of Operations a short time later. In 2011, Steve agreed to purchase OnRes and became President and CEO, and has been steering the ship since; achieving significant milestones such as rebuilding the reservation software from the bottom up, forging new partnerships, doubling the revenue, and much more…
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