Guest experience redefined: The ultimate guide to delighting customers

Do you know that 72% of customers with a positive experience will share it with six or more people? Think about that for a second. Businesses must realize the best form of marketing is making exceptional service the standard.

In hospitality, the ability to exceed guests' expectations and improve their experience is the differentiator between businesses that will stand the test of time and those that won’t. Businesses must ensure that they align their experiences with their clients' lifestyles because today's travelers have higher expectations and have access to a wide range of hospitality options. 

This blog will equip hospitality operators and IT managers with the right strategies to turn fleeting interactions into lasting relationships. We will also examine how an all-in-one, comprehensive solution for guest experience platforms such as Nevrons can help. Sit tight and read on.

What is the guest experience?

The guest experience is the sum of all interactions with a travel business. It encompasses all aspects of the guest lifecycle (including the physical environment, amenities, service quality, and communication) until post-departure. It is a critical factor in success, as the best guest service experiences lead to satisfaction, loyalty, and positive word-of-mouth.

How to improve the guest experience in hotels, vacation rentals, aparthotels

Since 2020, customer behavior has shifted, ranging from technology expectations to shopping habits. Here are some tips to ensure your guests' needs are anticipated and satisfied:

Build an emotional connection

We have all been to an amazing hotel with wonderful experiences and memories. It could be a friendly concierge who recommends a hidden gem restaurant or the thoughtful staff remembering your birthday with a small cake. Hotels that prioritize emotional connection are seen as relaxation hubs that are fun and associated with great experiences.

Provide personalization

A guest who feels the hotel caters to their unique needs is more likely to return for future stays and recommend it to others. 

 Hotels that care about their guests should find out the purpose of a guest's stay and prepare their rooms accordingly to stand out. For instance, providing flowers and champagne to guests who informed you beforehand that they were honeymooners shows preparation.

Let your guests know you've organized the gifts specifically for them. You can include a welcome letter that details the items, and benefits and let them know why you offered them. 

Offer convenience

Today’s guests crave convenience throughout their stay in a hotel, and digital technology is key to delivering it. A study by Oracle indicates consumers want features that streamline processes and empower guests to control their stay on their terms with minimal hassles. More than 53.6% of travelers surveyed said they want contactless check-in and check-out to remain a constant feature at hotels.

Understanding what guests are expecting at each stage of the guest journey ensures that you as a hotelier provide stellar services that exceed their expectations. A guest who only gets basic services such as a clean room and a comfy bed has not received anything exceptional that differentiates you from competitors. The chances of the guest returning to such a hotel are slim. 

But, if you provide exceptional services like on-demand entertainment access, contactless payment, voice control, and a mobile solution they are more likely to become loyal guests and refer their friends. Other amenities you can provide include voice control, personalized offers, facial recognition, etc.,

Utilise guest experience platforms

Guest experience platforms play a pivotal role in enhancing the experience by offering seamless interactions and personalized services throughout the entire guest journey. These platforms utilize advanced technologies such as AI, data analytics, and mobile apps. These platforms integrate various technologies and touchpoints, from IPTV systems to mobile solutions and digital advertising displays, into a cohesive ecosystem aimed at enhancing guest satisfaction and loyalty. An example of a great guest experience platform is the Nevron.

Examples of companies that provide a positive guest experience

Imagine a hotel experience that goes beyond expectations, leaving you with memories that linger long after. That's the essence of the Travellers' Choice Best of the Best, awarded annually by TripAdvisor. This prestigious honor recognizes a select group of hotels—less than 1% of their 8 million listings—that have consistently delivered exceptional service and unforgettable experiences to their guests.

These are the crème de la crème, praised by travelers for exceeding expectations. 

Here are some of them: 

• Rambagh Palace, Bolifushi Island, Maldives
• Ozen Reserve, Bolifushi Gramado, Brazil
• Shangri-La, The Shard, London, United Kingdom
• The Ritz-Carlton, Hong Kong, China
• Romance Istanbul Hotel Istanbul, Türkiye

Guest experience journey

Stage 1: Pre-arrival: setting the stage for a stellar stay

The guest experience in hospitality begins before the guests set foot on your property. Brand awareness, cultivated through effective marketing efforts, is the kickstarter for a positive guest experience. Here's how to excel in this crucial pre-arrival stage:

• Create a user-friendly hotel website that showcases your brand. Include high-quality content that captures potential guests' interest. Remember, travelers spend significant time researching online before booking.
• Actively manage your social media reputation by sharing engaging content and responding to reviews promptly and professionally. 

• Develop a pre-arrival email series after booking. This could include information about the property, itinerary suggestions, local attractions based on guest interests, or a countdown to their stay.
• Provide access to pre-arrival mobile app functionalities such as contactless check-in, pre-arrival information, pre-arrival special offers, etc.

Stage 2: Arrival

On check-in day, the focus turns to in-person guest relations, where the opportunity to make a first impression is again offered.

An in-app check-in can personalize the arrival process. According to a study by Statista, most hotel guests (62%) prefer using an app to check in and out online.

Many hotels have adopted online check-in. It speeds up and simplifies guest arrivals and lets staff focus on guest experience, not admin tasks. When guests check-in online, you can still offer unique experiences. For example, give them a tour of the hotel and provide details about local events and hidden gems they should check out that align with their interests. Guest experience platforms at this point can help with unique guest onboarding, where guests are informed about all the important information about their hotel stay. For example, Nevron can show how to connect to Wi-fi, how to use special services, and propose any personalized services or content. 

Stage 3: Stay

A typical stay can be transformed into an unforgettable experience with the help of amenities and good services.  When guests enter their accommodation, they should feel as though they are experiencing a five-star experience. If there are issues, the hotel staff should address them immediately. 

Throughout the customer's stay, several touchpoints, such as staff interactions should be optimized to meet the client's demands.

Here are some tips to optimize guest experiences:

• Install technology that enhances ease and delivers excellent service. If guests need any service or information, your hotel teams should be aware instantly. The hotel staff should anticipate the guests’ needs even before their arrival, using AI and personalization functions of modern guest experience platforms like Nevron. Integrating your teams and guests into customer relationship management software will help save time in this process. 
• Provide a solid, stable Wi-Fi connection. This will ensure your guests have a smooth stay, especially if they are on a work trip. Every room should offer equal Wi-Fi access. 
• If you have a large hotel property, you can make it more user-friendly by providing legible signs leading to restrooms and restaurants. You can also send them a digital map of the layout. Nevron has great digital signage features for all hospitality businesses.

Stage 4: Check-out and departure 

The check-out and departure process, often considered a formality, is also a crucial touchpoint in the guest journey. A smooth and efficient departure can leave a lasting positive impression, encouraging repeat business and positive word-of-mouth recommendations. A frustrating check-out experience can sour the entire stay and damage your reputation. Here are some tips to optimize this touchpoint:

• Ensure your check-out process is simple and efficient. The best way is to do it virtually.
• While not the primary focus, consider presenting last-minute upselling opportunities for add-on services like late check-out or airport transfers. However, this should be done subtly and without being pushy and salesy.
• Thank guests for their stay and their business. A great example of a perfect check-out is a friendly reminder a day before departure with all instructions needed and of course, upsell options, and request for the assessments of the stay. A genuine expression of appreciation goes a long way in building lasting relationships.

Stage 5: Post-stay communication 

The guest journey doesn't end at check-out. Effective post-stay communication is vital for building lasting relationships and securing repeat business. Reaching out to guests after their stay shows you value their feedback, which encourages them to consider your hotel for future visits. Also, by actively soliciting feedback through post-stay communication, you gain valuable information on what worked well and what areas need improvement.

• To gather valuable guest feedback, send personalized emails with clear feedback forms that combine multiple-choice and open-ended questions. 
• When you receive the feedback, if it's positive, ask for permission to share it. According to statistics, two out of three people are more likely to buy a product or service after watching a video testimonial. This type of social proof builds trust and attracts new guests to your hotel.
• When you get negative feedback, acknowledge it promptly, thanking the guest for sharing their experience. Look into the issue, craft a professional response outlining corrective measures, and offer compensation if needed.

KPIs for measuring guest experience

Key Performance Indicators (KPIs) are quantifiable values that track and measure progress towards a goal. In the hospitality industry, KPIs related to guest experience are essential for understanding how well a hotel, restaurant, or other hospitality establishment is meeting the needs and expectations of its guests. 

There are several ways to measure the guest experience, including:

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Length of stay
• Customer Churn Rate
• Customer Lifetime Value (CLV)
• Brand Advocacy

Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a powerful metric to gauge customer loyalty and predict business growth. It goes beyond simple satisfaction surveys and dives deeper into a customer's likelihood to recommend your business to others.

With NPS, you must ask questions like, "On a scale of 0 to 10, how likely are you to recommend [your hotel] to a friend or colleague?" Responses are then categorized into three groups:

• Customers who say (9–10) are promoters who are loyal customers and highly likely to recommend you to others.
• Customers who say 7-8 are passives who are satisfied with your service but not necessarily compelled to recommend you.
• Detractors are customers who say (0–6). These are unhappy customers who may discourage others from using your business.

Customer Satisfaction Score (CSAT)

In the hospitality industry, CSAT helps gauge guest satisfaction with their hotel stay. CSAT surveys typically ask guests directly about their satisfaction level, often presented on a scale (e.g., 1–5 stars, from very dissatisfied to very satisfied). 

CSAT lets you drill down into specific aspects of the guest journey. For example, you can measure satisfaction with the check-in process, room cleanliness, or guest service interactions.

 The CSAT score is calculated by taking the total number of positive responses (satisfied or very satisfied) and dividing it by the total number of responses received. The result is then multiplied by 100 to express it as a percentage.

Length of Stay (LOS)

Length of Stay (LOS), or the average length of stay a guest has at your hotel, is one of the most significant KPIs for guest experience managers. A declining LOS indicates that visitors are not staying as long as they once did, which may indicate that your hotel isn't meeting guest needs or that there is a problem.

In contrast, LOS indicates that visitors are staying longer than they used to, which is a positive indication that you're doing something well and that they're having a nice time. 

Customer Churn Rate (CCR)

The customer churn rate is the percentage of customers who stop staying in certain hotels over some time. A high churn rate indicates that the business is losing a significant number of customers, while a low churn rate suggests that your hotel is retaining its customers well.

Customer lifetime value (CLV)

Customer lifetime value (CLV) is a metric that reflects the total revenue a single customer can be expected to generate throughout their relationship with your business. It considers not just the initial purchase but also repeatable business and any additional services they utilize.

Understanding your CLV lets you make informed decisions about customer acquisition strategies, marketing efforts, and guest experience initiatives.

Brand advocacy

Brand advocacy is an indirect measure of the hotel guest experience. Happy guests with a positive experience are more likely to become brand advocates, enthusiastically recommending your hotel to others. 

This can take various forms, from online reviews and social media mentions to word-of-mouth recommendations. By monitoring brand advocacy through online channels and guest feedback, you can identify areas where your hotel excels at creating memorable experiences.

Customer experience vs. guest experience

The terms "customer experience" and "guest experience" are often used interchangeably and are two sides of the same coin, but there are some differences. The guest experience refers to every touchpoint and interaction with a service provider, including the environment, services and amenities, and even the emotional connection. You can liken it to having guests over in your home, where you have to make ample provision for every aspect of their stay. 

On the other hand, customer service is often focused on meeting immediate needs or resolving problems. Customer service can be likened to a part of the guest experience, but it is only one piece of the puzzle. The guest experience is much broader. It is about providing a unique experience for guests and creating loyal advocates who will not only return but also recommend the business to others.

How Nevron can help hospitality businesses improve the guest experience

Nevron's all-in-one hospitality technology for an immersive guest experience empowers businesses to create unforgettable interactions for every guest. According to the Oracle Hospitality Industry Trends Report for 2025, travelers worldwide said that on-demand entertainment access was the No. 1 “must-have” to create an amazing guest experience. 

Look no further than the Nevron guest experience platform. With Nevron, hoteliers can access everything they need in one place, from advanced IPTV solutions to interactive mobile apps. 

The Nevron guest experience platform is the key to unlocking unparalleled guest satisfaction. Our customizable IPTV solution is designed to address the triple C's of hospitality: communication, convenience, and choice. By seamlessly integrating entertainment with streamlined information management, we redefine the guest experience.

At the heart of Nevron's guest experience platform is our user-friendly content management system (CMS), which puts you in control of your content and enables direct communication with your guests. From live streaming to promotional content to detailed service information, everything is accessible from your mobile devices, enhancing their stay and maximizing their comfort. Imagine guests seamlessly accessing their personal streaming or gaming accounts right from your room. Our Video on Demand (VoD) service offers a curated selection of movies and shows, allowing guests to indulge in entertainment at their leisure.

But Nevron provides more than that. With the Nevron guest experience platform, we help you take control of your data, where you can learn more about your guests' behavior to tailor offers to them. Whether you manage cruise ships, hotels, or villas, Imagine interactive TVs, streamlined content management, and effortless guest communication—all designed to entertain, engage, inform, and inspire. 

Sign up for a  free demo today.

Final thoughts

The guest experience is the cornerstone of success in the hospitality industry. By prioritizing clear communication, personalized touches, and using innovative solutions like Nevron, businesses can create a seamless and memorable journey for every guest.