What do guests want from their hotel? If you answered “designer beds” and “spiffy lobbies” maybe you’ve been sipping the hotel industry Kool-Aid for too long.
The correct answer is disturbingly simple, according to a new survey of frequent guests by D. K. Shifflet & Associates. People don’t want to be nickeled-and-dimed for their Internet connection or parking. They don’t want to hear the honemooners in the next room. They don’t want to gag on someone else’s cigarette smoke. A free breakfast would be nice, too.
“People would love your hotel if you just changed the lightbulbs”