5 things 5-star hotels don't want guests to know, according to someone who owns one (2024)

FAQs

What do hotel guests value most? ›

The most important expectation has and always will be cleanliness. Lack of cleanliness is among the top complaints about hotel stays. Good cleanliness often goes unnoticed, but poor hotel hygiene will always be something guests remember about their hotel stay.

5 Star hotels must meet the following criteria:

Exceptional levels of proactive service and customer care. All areas of operation should meet the 5 Star level of quality for cleanliness, maintenance, hospitality, and for the quality of physical facilities and delivery of services. Hotel open seven days a week all year.

A seven-star hotel exceeds even the luxury and premium service required to attain a five-star rating from an official body. These hotels offer something above and beyond a five-star experience, catering to a highly wealthy clientele. They're courting celebrities, captains of industry, and major political figures.

The list can never be ended but as a general one, guests expect their hotel room to be clean, comfortable and inviting. They want to feel like they are being taken care of and their needs will be met by the hotel. They also expect excellent customer service, both from the front desk staff and from housekeeping.

The idea behind the 10:5 rule is that anytime you find yourself within 10 feet (3 meters) of someone, you should smile and make eye contact. When you are within 5 feet (1.5 meters) of someone, you should greet them with a friendly hello or other greeting.

The 15/5 rule at Marriott teaches employees to make eye contact and smile at customers when they are within 15 feet and to give a verbal greeting when customers are within 5 feet.

Use the 15/5 rule.

Employees are taught to make eye contact and smile at customers when they are within 15 feet. Employees then give a verbal greeting when customers are within 5 feet.

If you are ever in doubt about proper etiquette, follow the general rules of proper etiquette. Smiling, saying “please” and “thank you,” and having a positive attitude will show your good manners wherever you are. Everyone at the hotel, including staff and other guests, deserve your respect and kindness.

Guest Surveys: Hotels often conduct surveys to get feedback from guests about their experiences. This feedback can include information about the guests' preferences for room amenities, food and beverage options, and other hotel services.

Do hotels care how many guests? ›

While hotel charges can vary, it is common for hotels to ask for the number of guests during the booking process to determine appropriate room types and amenities. Standard occupancy limits exist for each room type, but these limits can be influenced by hotel policies and local regulations.

A history of luxury hotel ratings systems—and how the “seven-star” hotel was born. Burj Al Arab is a luxury hotel built on an artificial island in front of Jumeirah beach.

Amenities: Consider the hotel's facilities, such as the availability of a gym, pool, restaurant, or spa, and the level of quality of these amenities.

In-Room Amenities – Adding special amenities such as chocolates, champagne or fresh flowers to a guest's room can be a great up-selling option. These added touches can make the guest feel special and enhance their overall stay.

Give More Value to Customers than they Expect

A hotel can get good reviews from guests by doing little things, such as a welcome note or interesting in-room decoration. These little efforts by the hotel can enhance the overall stay experience of a guest and may add more delight in them during the end of their trip.

What is the most important thing in hospitality? The most important thing in hospitality is the customer experience, like how you welcome them & what facilities they have received in your hotel.