The hotel industry is a demanding and very competitive world, where customer satisfaction is paramount. Since maintaining a prosperous and sustainable business depends on customer satisfaction. However, there are hotel mistakes that are common, regardless of the size or category of the establishment. Consequently, they negatively affect the user experience.
Therefore, in this article, we will identify some of the most common mistakes made in hotels and provide solutions to address them. This way you can guarantee a more pleasant and satisfactory stay for your visitors.
1. NOT CLEANING THE ROOMS
Keeping hotel rooms clean seems like a no-brainer. However, you would be surprised by the number of bad comments there are about it on platforms like Booking or Tripadvisor. Therefore, dirty rooms are one of the main hotel mistakes made. Especially when we are in the post-pandemic era, where customers prioritize cleanliness even more.
Therefore, it must be clear that one cannot be careless or limit resources for hygiene and cleaning. Well, when cleaning is done as it should be, you are not only taking care of the health of your clients, but you are also avoiding negative opinions on your website or on the digital platforms where your hotel appears.
2. LACK OF MAINTENANCE AND OLD FURNITURE
Lack of maintenance in facilities and not changing old furniture is also another of the most common hotel mistakes. Because the hotel facilities, especially the rooms, must be working well. For example, air conditioning or heating. On the other hand, there are parts of the furniture that must be changed once they start to make customers uncomfortable. Such is the case of the mattress on the beds, the towels or the showers in the bathroom.
In addition, clients also pay attention to the condition of the common and outdoor areas. Therefore, implementing a regular maintenance program for all areas of the hotel, including rooms, bathrooms, common areas and exteriors, will help ensure a pleasant and welcoming environment for guests.
3. INCOMPLETE OR CONFUSING INFORMATION
Another hotel mistake is not having clear and complete information on their website. For example, incomplete information about the services offered, rate details or location. Therefore, there is little point in having a website if it is not used correctly. Well, whether clients book or not will often depend on this factor.
Therefore, every hotel must offer specific, clear information, and above all, that is visible to the client and easy to read.
4. INCORRECT USE OF SOCIAL NETWORKS
Nowadays social networks are a necessity for marketing and sales. However, you have to know how to use them to get the most out of them. Well, it happens that some hotels direct traffic on their website to social networks just to show that they are there. In this way they are falling into hotel mistakes that are easy to solve. Because the best thing would be to redirect from social networks to the website and booking platforms.
Therefore, hotel promotions must be carried out from social networks, so that users enter the website and make the reservation. This will help you have more direct reservations and therefore greater income.
5. AUTOPLAY MUSIC AND VIDEOS ON THE WEB
It is estimated that many clients make their reservations between 9 in the morning and 5 in the afternoon. Well, the reason is to coincide with office hours and thus receive personalized attention and clear up doubts. The problem is when they go to the website and find a video or music that appears out of nowhere.
Generally, among hotel mistakes this one is not so prominent, but it can be a bit annoying. Which can cause the customer to leave the page and go to another hotel that has a more user-friendly platform. In this case, it is advisable to use very complete and simple descriptions to attract the customer. On the other hand, videos and music are a good option, but they must have their proper place.
6. HAVING POOR QUALITY PHOTOS ON DIGITAL PLATFORMS
One of the characteristics of an attractive website is having high-quality images. Well, these indicate professionalism, quality and seriousness, things that attract a lot of customers’ attention. In this case, it is necessary to invest in good images for the hotel’s digital platforms.
Additionally, image updates need to be made every time a remodel is done.
7. NOT ANSWERING TO COMMENTS
Online reputation is one of the most important aspects to get reservations. Therefore, it is essential to listen to customer opinions, give them an appropriate response and thus maintain a good reputation.
Therefore, not responding to reviews and negative comments is one of the main hotel mistakes. Well, it is estimated that the vast majority of clients review the opinions of others to make the decision to book or not. On the other hand, positive comments must be responded to because the client will feel reciprocated. This way you will be more willing to book again.
There may be other problems that could affect the hotel, so it is necessary to optimize processes to reduce risks. Likewise, if you take these errors into account and apply the correction, you will provide better service and your hotel will benefit greatly.