Guests are more likely to notice what isn’t working than what is

That’s just the nature of human brains. And hotel guests are no different.

Trick – anticipation.

Of course there are going to be things to improve, fix and eventually simply drawbacks you can not influence.

But then you highlight your strengths.

And every hotel’s strength should be serving their guests beyond expectations.

Anticipate your real ideal guest’s needs and wants. This is not like a sweet thing to have in mind. But something to develop a strategy for.

Have a procedure on what information you need to get about a guest before they come and how you plan to use it, how your team notices their needs and wants during their stay or personal details or conclude based on behavior, etc.

Anyone with money can open a hotel, but not everyone can build a brand out of it.

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