Guest expectations are higher than ever. In a digital world with near-endless travel plan choices, your ability to efficiently meet and tailor guest experiences is critical to scoring higher reviews and earning brand loyalty.
This article will show you why a guest portal is vital to delivering better guest experiences – and why they’re the easiest way to get better reviews while empowering the guests to perfect their stay in their own way.
The hotelier's mission for happier guests
Hotels can’t hide anymore. They need to deliver the best guest experiences and do it in a way modern guests expect. Google reviews, OTAs, and forums open hotels to complete transparency – and guests are not afraid to share their honest experiences.
While location, facilities, services, and pricing matter, guests often choose the hotel with the best reviews, balancing the hotel’s other features to make their booking decision. Stronger social proof weighs heavier than fancier-looking rooms.
Modern guests have modern expectations. They’re digitally savvy, using sites and services like Amazon to get exactly what they want without entering their credit card details. Or Uber to go where they want with a swipe and a click on their phone.
Hotels stuck with traditional hotel solutions struggle to meet these expectations. They’re great for transactions and booking rooms. But they can’t offer the complete booking experience that sets them apart in an incredibly competitive world.
Hoteliers try and fail – until they realise that in a digital world, their hotel is only as good as the digital tools they use.
How a guest portal gets better reviews
With a guest portal, your hotel can provide a personalised and convenient booking journey from start to finish. It empowers guests to handle everything online, from pre-check-in to room selection, special requests, and even self-check-out – offering a level of service that meets and exceeds the expectations set by digital giants like Amazon and Uber.
Guest portals also offer a platform for real-time communication, empowering guests to make adjustments, request extra services, and provide instant feedback. This transparency and responsiveness improves the guest experience, leading to higher reviews and satisfaction.
Using a guest portal allows hotels to move from handling transactions to creating smooth, memorable experiences that stand out.
1. Pre check-in
The guest experience begins long before they step through your doors. Ensuring a smooth and personalised pre-check-in process sets the tone for their entire stay, making them feel valued and making the experience relaxing from the start.
Without a guest portal
Anna, the manager of a boutique hotel, is overwhelmed with calls from guests who want to confirm their reservations, request special arrangements, or upgrade their rooms. Each phone call eats into her time, and she struggles to keep up with the volume.
One particular guest, Mr. Johnson, calls repeatedly to ensure his room will have a sea view and to inquire about the possibility of an early check-in. Anna manually tracks these requests with traditional systems, often resulting in miscommunications and missed opportunities.
With a guest portal
Anna starts using a hotel solution with a guest portal. When Mr. Johnson books his room, he receives a confirmation email with a link to the portal. Through the portal, he can easily confirm his reservation, request a sea-view room, and arrange an early check-in.
The portal automatically updates Anna and her team, ensuring all requests are noted and addressed promptly.
Mr Johnson arrives, finds his preferences are met without hassle, and is delighted with the seamless experience, leaving a glowing review about the smooth pre-check-in process.
2. During-stay
During their stay, guests look for convenience and fast service at their fingertips. Elevating their experience with easy access to amenities and quick responses to requests can turn a good stay into a memorable one, driving positive reviews and repeat visits.
Without a guest portal
David manages a large resort. Guests frequently call the front desk to order room service, book tables at the hotel restaurant, or request housekeeping services, often leading to long hold times and frustrated guests.
One evening, a family staying at the resort tries to order dinner through room service. They waited on hold for 5 minutes before getting through, then needed some time to make the order since their English wasn’t fluent. When their order is placed, the kids and the parents are cranky.
The negative experience led to a poor review, mentioning the lack of efficient service.
With a guest portal
David starts using a guest portal, enabling guests to order room service, book restaurant tables, and request housekeeping directly from their mobile devices. The family orders dinner effortlessly through the portal, sending their request straight to the restaurant.
They can also book a table for breakfast the next morning without hassle. The portal's user-friendly interface and quick service transform their stay into a memorable one.
The family leaves a five-star review, praising the hotel's modern and convenient guest services.
3. At check-out
After checking in, guests expect seamless access to services and information. Meeting these expectations enhances stay experiences and reflects positively on your hotel's ability to meet modern needs.
Without a guest portal
Maria runs a mid-sized hotel that is popular with business travellers. She often deals with complaints about slow service when guests need to review their bills or make additional service requests.
One guest, Ms. Thompson, checked out frustrated after waiting over 30 minutes at the front desk to settle her bill and get an invoice in her company's name.
The delay inconveniences her and disrupts Maria's front desk operations during peak hours.
With a guest portal
Maria now uses a hotel solution with a guest portal, and Ms Thompson can now review her bill in real time from her mobile device. The portal allows her to request and receive a company-specific invoice instantly.
When it's time to check out, Ms Thompson settles her bill through the portal's in-platform payment service and completes a quick self-checkout.
The smooth process impresses her, and she leaves a positive review highlighting the convenience and efficiency, encouraging other business travellers to choose Maria's hotel.
Summary
Hoteliers face many challenges in today’s digital age. Guests are becoming increasingly digital-savvy, expecting near-instant service and the ability to customise stays to their needs. Delivering the best guest experiences is now essential for staying competitive.
Guests are used to the convenience of popular services, and they want the same from their hotel stays. Traditional hotel solutions often fall short, being great for transactions but lacking in providing a complete, memorable booking experience.
A guest portal is the solution. It empowers your guests to manage their stay from start to finish – from pre-check-in to room selection, special requests, and self-checkout. Everything is reflected in the hotel system in real time, making teams ready to deliver world-class service.
By adopting a guest portal, you move from merely handling transactions to creating exceptional experiences that set your hotel apart.
