Despite all the trends in tech and web-based services, the number one trend in the hotel industry is increasing the humanization of the guest experience.

With so many options from which to choose and competition moving physically closer to one another year after year, it's getting harder to stand out and compete. Above all of the other important benefits that hotels and resorts should be implementing, it often gets forgotten that the personal human attention that properties provide to their guests makes a huge impact. Making sure that there is enough staff available to make each guest feel important, remembered, and cared for. In a recent Deloitte survey of 6,600 hotel guests across 25 brands, 75% of respondents indicated that they return to hotels that provide a great guest experience. 

Mistakes can always happen but it is the manner with which you personally manage the event with the affected guests that can reverse what could have results in an eruption of negative reviews on TripAdvisor,, Yelp,, etc. Of course, it doesn't solely apply to negative situations. Making sure that the entire staff greets guests with smiles, names of regular guests are remembered, and happily walking guests over when lost even if it's not that particular staff member's job.

There is no doubt that the growing number of millennial guests are expecting more technological conveniences, the one-to-one human interaction will always make their stay even more memorable.

Guest satisfaction statistics

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