For better or worse, the hospitality industry continued to evolve in 2016. And while there were plenty of positives this year, hotels and resorts would be wise to make some resolutions for the new year.
Whether it's doing away with frustrating resort fees, embracing technology or taking a proactive approach to solving guests' problems, we've got a wish list for 2017.
Put an End to Resort Fees
"I have never once in all my years in hospitality and travel sales ever heard feedback from a guest along the lines of 'gee, that resort fee was such a great value add,'" said hotel expert and TravelPulse contributer Scott Laird. "It's a gouge, and there's no way around it."
Pesky resort fees picked up steam in 2016 and hotel guests and travel agents alike can only hope the trend changes course in 2017. Fortunately, there might be a light at the end of the tunnel with the Federal Trade Commission reaching out to Congress this year in hopes of obtaining new legislation protecting consumers from the sometimes hidden charges.
[READMORE] READ MORE: Resort Fees: Who Benefits, Who Suffers? [/READMORE]
While Laird admits "some companies do better than others" in regards to resort fees, he recommends travelers "champion examples of hotels that have come around on resort fees" in an effort to make a difference.
More SMS Messaging
The rise in SMS messaging among hotels is a promising trend for guests and one that we can only hope continues in the new year. Like social media, text messaging has blown up in recent years and has emerged as one of, if not, the most convenient way for travelers to communicate.
"At one property I checked on the status of a delivery I was expecting and the hotel staff texted me and asked if I wanted it delivered to my room or to the table in the hotel restaurant where I was dining," said Laird. "I've also texted properties in advance of my stay to ask if they have garment alteration services available, and after departure to inquire about a lost item."
Being able to contact hotel staff with the touch of a few buttons on your smartphone has the potential to not only reduce headaches for guests, but also make it easier for staff to succeed in delivering a memorable experience.
Make Wi-Fi Free
Wi-Fi has become a must for a majority of hotel guests, regardless of whether they're traveling for business or leisure.
[READMORE] READ MORE: Will This New Trend Threaten The Hospitality Industry?[/READMORE]
As Laird points out, "travelers, especially younger travelers, are fast beginning to regard access to WiFi as a right, not an amenity, and hotels need to react accordingly."
The good news is that Wi-Fi availability is increasing as we head into 2017 and guest demand should keep hotels on their toes.
Be More Transparent
"I want to know how late room service delivers if I'm arriving late in the evening, and I don't want to call to have to find out," added Laird. "I want to know what time my laundry needs to be in if I'm only staying for a single day before moving on to another property."
When it comes to fees, on-site restaurant and amenity operating hours and other important information guests need to know, hotels and their guests stand to benefit from increased transparency in the new year.
Embrace Social Media
At this point, social media is nothing new to the hotel industry. But rather than utilizing Facebook, Twitter, Instagram and other outlets simply to keep guests informed or entertained, it's time hotels embrace social media as a means to improve the guest experience and add a personal touch to travelers' stays in 2017.
[READMORE] READ MORE: How Do Top Hotel Brands Rank on Social Media, Offline? [/READMORE]
"Properties can easily use social media feeds to find out if a guest is running late, has had a stressful day, hasn't had a chance to eat, what their delights and preferences are and even what they look like," said Laird. "Hotels have fast learned how social media can put guest complaints in bold print. It's time they figured out how they can learn about their guests problems before they arise."
For the latest travel news, updates and deals, subscribe to the daily TravelPulse newsletter.
Topics From This Article to Explore
