Your most profitable reservation comes from direct repeat guests.
Taking care of the modern, tech-savvy guest can seem overwhelming. After all, each has unique needs and preferences, and varying expectations and opinions. With the click of a button a guest may comment, post, and leave reviews about experiences (good or bad) before, during, and after their stay. How is it possible to satisfy each individual need? And would personalizing your guest’s experience really help the bottom line?
Studies show that even a 5 percent increase in customer retention can lead to staggering profit increases of 25 to 95 percent. According to the J.D. Power 2015 North America Hotel Guest Satisfaction Index Study, providing a positive guest experience has a dramatic effect on the likelihood of a return visit, as well as the possibility that a guest will recommend the hotel to others.