Exceeding guest expectations can seem difficult: Hoteliers can feel overwhelmed with the thought of frequently innovating their services and big updates can come with steep pricing that is impossible to justify in a time of financial restrictions.

The good news is there are many things hotels can do to elevate their offerings without breaking the bank. Memorable experiences don’t have to come with a full renovation, but rather personal touches and stellar customer service.

Engage with guests before arrival

The guest experience doesn’t start when they enter the building. Frankly, it doesn’t even start when they book. The guest experience begins when the consumer begins their search for the perfect hotel.

Does your hotel have an online presence? Even if you’re not regularly updating your social media accounts (which you should), you should at least look up what pops up when people search for hotels in your area. Does your property have clear photographs on its Google page?

Once they do book, this is your chance to reach out to them to provide any potential accommodations. With one automated email, you can let guests fill out requests before they even get there.

Be a local

What are the local attractions? A good host will provide guests with detailed recommendations on the best places to eat, hidden gems and hot spots. In hotels where there is no concierge, front desk staff should be trained on the best places to visit.

It also doesn’t hurt to build partnerships with local businesses and display brochures at the front desk.

Upgrade your breakfast menu

Most people have visited a hotel where the complimentary breakfast is made up of old cereal and expired bagels. If you’re making the claim of serving a hot breakfast, it’s important to fulfill that end of the bargain. Breakfast is one of those services that often results in a review.

Small touches

Leaving a small chocolate or mint on the guest’s pillow is a longstanding hotel tradition. Some hotels go the extra mile of leaving a flower.

A lot of hotels have a hot drink station in their lobby. With COVID-19 precautions easing down, this may be a potential add-on to consider looking forward.

All of these are novel experiences, but don’t assume that the little details don’t count.

Upgrading services for repeat guests

If you have a guest who has booked with your hotel on multiple occasions, you can upgrade their small touches and leave bigger gifts for them upon their arrival. Whether you provide a complimentary treat in their room or upgrading their room, repeat guests can turn into lifelong customers.

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