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6 ways to help delight hotel guests


When choosing a place to stay, the guests of today have a world of options at their fingertips. A hotel can make themselves their first choice to guests by offering a truly unique experience. This experience can and should work for any traveller who walks through its door - from families to individuals to business travellers.

When guests have an unexpected positive experience, like win a prize or get free mini toiletries, it’s something they’ll remember forever. However, when a guest walks through your door they know the type of experience they expect in your retail shop or restaurant. Besides, they come because they know you can give them what they’re looking for.


What if you surprise them with something delightful, fun and free that they’re not looking for? Chances are that a delighted and surprised customer is likely to become a loyal one who will spread the positive experience with family and friends.

The good news is, such tactics don’t cost a lot. The tactics mentioned below will leave a big impact on your customers without costing too much.

1. Make them feel important

A little gift can bring a big smile. Everyone loves freebies! It could be a small freebie, a small coupon or Inara travel toiletries. A small gesture will guests feel special, welcomed or the most important person in the world. Take it a notch higher and impress your guests and leave a lasting impression by offering dynamic services of memorable experiences. Things like giving them unexpected discounts, customizing the menu according to their needs or extending the check-out duration will drive more business to the hotel. Just ensure whatever you do is tasteful, entertaining and desirable.        

2. Waive the extra charges

A favourite amongst most travellers and a great way to build loyalty and satisfy customers is to waive extra charges.

Whether you take off a few bucks from delivery charge, safe fee, resort fee and whatnot, guests will certainly love the gesture and won’t think twice before coming back.

3. Train and monitor your staff

Though this point has been stressed on enough since the past, it’s more critical now than ever to employ staff who is well-trained to handle guests. The slightest carelessness can snowball into negative reviews online which will harm the reputation of the hotel.

It’s essential to regularly train your staff on how to handle all types of guests, whether tough or easy-going.From supplying bathroom toiletries to room service, they should be able to resolve issues and handle situations efficiently.

4. Keep your inventory fresh  

If your guests walk into the kitchen and find that there’s no spatula to make eggs or enter the bathroom and find no bathroom toiletries, they will be highly disappointed. Instead, do the opposite. Surprise them with more than what they expect like a variety of mini toiletries, books, games and sufficient cookware for everyone.

5. Add a touch of modern luxury

Luxury is less about opulence and more about the experience. Whether a five-star hotel or a bed and breakfast, every hotel has a chance to stand out. From the hotel amenity kit to the décor to the bedding to travel toiletries, everything needs to exude luxury.

6. Small things make a big impression

Depending on the guest’s history, arrange for small touches. It could be Wi-Fi vouchers, a welcome drink, packed lunch, a favourite newspaper or laundry service. When delivered to them, it will certainly wow them.

When guest’s check-in, chat with them and find out ways to make their stay stress-free. For instance, ensure business travellers get a room which is equipped with cables, adaptors and such items to get them through the day.

Wrapping up

One of the newest trends in amenities for guests is personalization. Hotels accommodate every need of guests from their desire to eat, shop, watch, etc. so why not also add little touch which guests will appreciate.


Although it seems like it requires a lot of effort, it only takes a bit of effort for payoff even in the long run.

Whether a drop from the airport or a handwritten note or give them the comfort of eating a hot pizza in their PJs, guests are most likely to remember the smallest of small things. 

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Location: Sector 32, Gurugram, Haryana 122001, India

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