Why do hotels have to focus on good customer experience?

Customers experience is extremely important across the service sector, but especially so in hotels. With competition high and the number of accommodation alternatives they can choose from numerous, a negative experience can mean they take their custom elsewhere. Here are three reasons why you should be focusing on providing a great experience for guests throughout their stay:

1. One poor element can affect the whole experience

A good customer experience needs to be provided throughout the time spent at the hotel. This means from arrival, through to checkout. If any element is perceived to be below standard, for example an unwelcome check-in, or poor service in the restaurant, then this will stay in the customer’s mind and will deter them from booking there again.

2. Great experience creates brand loyalty

On the other hand, providing a high quality experience can promote brand loyalty and lead to repeat bookings from the guest. If customers have a great experience they are more likely to return as they will be assured that the hotel will provide a good service and therefore value for money. This is great for bookings and business.

3. Experiences can help gain new custom through e-WOM

Finally, a positive customer experience can also help increase bookings from new customers. With online review sites such as TripAdvisor commonly used to aid decision-making, positive feedback left by previous guests could be the tipping point between whether someone chooses the hotel or not. Indeed customers talking about great service are more likely to encourage new sales at the place than those which highlight poor experiences had there.

Sales Doctors is a sales training company which specialises in helping sales professionals across the world perform better in their sector. We provide a wide range of course and workshops, catering for more than 60 different industries including, hotels, retail, telesales and estate agents. For more details about our book or to join one of our training sessions please get in touch on 01923 43 8972.

We deliver bespoke sales training that propels your sales success

Flexible & bespoke sales training to accommodate the needs of you & your team.


Practical techniques you can easily implement for instant improvements.


Free on-going support via phone or email, after training is complete.


A proven track record working with businesses of all types & sizes.

Latest from our blog
May 2018

Dear Sales Doctor, I am an IFA and I generate the majority of my new business by attending networking events. I was at an event the other day and was aware that out of 35 attendees, there were 4 IFAs. So when someone approached me...

May 2018

Dear Sales Doctor, when cold calling, would you recommend leaving voicemails? That's a great question and I would definitely recommend you leave a voicemail, as long as it's the right message. Many sales people I train leave the following type of voicemail: Good...

May 2018

My Company lost a £120,000 training opportunity last week and we are so grateful for losing it. Are we mad you might be thinking? No: the lesson we gained was invaluable. It's not something we could have read in a sales book or learned on...