Are your guests positively surprised by the service you provide on property?

Is your onsite experience seems ‘surprisingly good’ because your digital experience was so below par (think outdated websites and no brand differentiation)?

If so, you are doing a huge disservice to yourself as a property, and to future potential guests.

Your digital presence should be at a very high standard, and your on-site experience should match and ideally surpass that. Quality should be on display during every part of the guest journey.

Consistent quality is what creates guest loyalty, higher average spend on-site, and word of mouth.

Your digital experience is key since its shareable, and guests want to be able to associate with your brand’s values, ethos and aesthetic, while being able to share that association with their network.

It's also the first point of contact for most guests.

Are guests truly surprised because of your on-site service, or are they surprised because you set the bar so low through your digital touchpoints?

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