Unveiling The Guest Experience: Insights from Our Survey Revealed

Discover the insights and drivers behind exceptional guest satisfaction as we unveil our Guest Experience Survey results. In this exploration, we invited 100 participants to share the key factors that contribute to outstanding guest experiences and the elements that make a lasting impact. From personalized amenities to experiences that generate connection, our survey reveals the perspective that shapes cherished memories and enhances the essence of hospitality.

Participant Snapshot

Age

Gender

The Hotel Experience

We've gathered insights from 100 participants about their hotel experiences and the factors that make a memorable stay. Dive in to discover what influences their hotel choices, what they desire out of the hotel industry, and more.

Hotel Stay Habits

64% of survey participants indicated staying in hotels 2-3 times per year, followed by 16% who reported one hotel stay annually.

Key Hotel Selection Drivers

  • Location

  • Price

  • Amenities

  • Reviews

  • Reputation

There is a Growing Demand for:

  • Personalization

    Personalization was a standout theme among the written responses, with guests highlighting the importance of tailored welcome amenities and personalized greetings. These intimate gestures, especially meaningful during special occasions like birthdays and anniversaries, created a sense of warmth and connection.

  • Wellness-Oriented Menu Selections

    Guests appreciate hotels that prioritize their health and well-being by offering nutritious and diverse menu choices. These options often include health-focused selections made with organic and locally sourced ingredients.

  • Unique Themed Experiences & Exclusive Events

    Our survey revealed a strong desire among participants for more unique themed experiences and events during their hotel stays. Ranging from adventurous expeditions to exclusive events like artisanal workshops and intimate gatherings, guests expressed eagerness for curated offerings that guarantee an immersive and connected experience.

  • Special Loyalty Incentives

    Survey participants showed a strong appetite for special discounts or incentives based on their loyalty, a feature often associated with larger enterprise hotels. This desire stems from the recognition guests feel when their continued patronage is rewarded, fostering a deeper sense of connection with their chosen hotel.

80% of participants prioritized hotel ambiance rating it essential with scores ranging between 8 and 10.

Among the 80% who follow hotels on social media, here are their top 3 preferences for engaging content:

Promotions & Discounts

56%

Events & Activities

47%

Unique Content Setting the Hotel Apart

46%

“Most of my best experiences were when the hotel went out of their way with thoughtful gestures to make me feel special and appreciated. Whether that was a welcome amenity or sending something up via room service to celebrate a special occasion, the little touches always made the difference.”
“I stayed at a hotel in the Catskills that gave you warm cookies at check-in and smores kits for the fire pits they had every night. It was the small touches throughout our stay that made the guest experience feel authentic and unique to us.”
“They took it into their own hands to answer all of our questions before we even had to ask. It’s like they knew exactly what we needed, making the stay effortless and memorable.”

The Restaurant Experience

We've delved into the dining experiences of 100 participants, uncovering what shapes their memorable moments at restaurants. Explore the factors driving their dining decisions, their aspirations for the culinary landscape and the social media content that captures their interest.

Guest Dining Habits

Over half of the survey participants identified themselves as frequent restaurant patrons, with 54% indicating they dine out weekly and 30% dining out 2-3 times per month.

Key Restaurant Selection Drivers

  • Cuisine

  • Ambiance

  • Word of Mouth

  • Price

  • Reviews

There is a Growing Demand for:

  • Seasonal & Thoughtfully Curated Menus

    Our survey findings revealed a significant preference for restaurants that offer seasonal and thoughtfully curated menus. Over 80% of respondents expressed a desire to dine at establishments featuring dishes made with fresh, locally sourced ingredients. Moreover, many participants emphasized the importance of variety and innovation, indicating a preference for restaurants that regularly switch up their menus to showcase seasonal specialties and new culinary creations.

  • Recognizing Loyalty & Anticipating Needs

    The survey highlighted the significance of recognizing and rewarding loyal patronage in the dining experience. Guests greatly value being acknowledged for their ongoing support, whether through loyalty programs, exclusive perks, or personalized gestures tailored to individual preferences. Additionally, guests appreciate interactions with staff who demonstrate a deep understanding of their preferences and anticipate their needs. This level of attentiveness can range from remembering favorite dishes or drinks to proactively addressing special requests or preferences.

  • Events & Activities

    There is a growing interest in restaurants that go beyond traditional dining experiences and offer engaging events and activities. Nearly 70% of respondents expressed enthusiasm for interactive experiences such as themed dining events, tastings, and more. This trend reflects a shift towards experiential dining, where guests seek memorable and immersive encounters that extend beyond the plate.

75% of respondents emphasized the importance of restaurant ambiance, rating it as essential, with scores ranging from 8 to 10.

Among the 85% who follow restaurants on social media, these are the top 3 most engaging content topics:

New Menu & Service Items

68%

Eye Catching Food Visuals

59%

Behind the Scenes Content

53%

“The chef had a five course menu paired with wines for each dish. The ambiance was mainly all candlelight and light, trendy music. The tables had fresh flowers on them. The waiters knew everything about the menu and explained each dish when serving them. (I love when the wait staff are trained and knowledgeable on both the food and wine and can speak to each dish or wine in length. It makes you feel like the restaurant is well run and each person is held accountable for their job). The food and wine were impeccable, too! The chef came out and introduced herself to each table when everyone was eating dessert which added a nice touch.”
“There is a place we frequent often not only because of their amazing food, but the ambiance and service as well. The server brought us mini complimentary french onion soups while we were having drinks. She always knows what we will be interested in trying and goes out of her way to make us feel welcome without us having to ask. Beyond the food, it is the gestures and the care that always make it an extra special experience.”

Key Takeaways

Wrapping up our survey analysis, here are four actionable takeaways summarizing the guest experience insights. These findings can serve as a compass for enhancing hospitality offerings and ensuring memorable stays or visits for every guest.

  • Survey participants expressed a strong desire for loyalty-based rewards or incentives, often associated with larger hospitality establishments.

    However, this presents an opportunity for businesses to think creatively with unique incentives. These gestures need not solely rely on monetary discounts but can encompass personalized experiences, exclusive access, or thoughtful amenities. Such incentives not only stimulate return visits but also elevate the guest experience, fostering a sense of appreciation and exclusivity.

    By offering tailored rewards beyond traditional discounts, businesses can enhance their brand image and cultivate enduring relationships with loyal patrons.

  • Our survey participants highlighted a shared desire for immersive experiences, spanning both dining at restaurants and staying at hotels. Many expressed a keen interest in attending events or engaging in activities during their outings, seeking to enhance their overall experience.

    From live music performances and cooking classes to themed dinners and tasting events, guests crave opportunities to engage and immerse themselves in unique experiences that complement their visit.

    Establishments that curate such events not only satisfy their customers' hunger for variety and entertainment but also create memorable moments that foster loyalty and repeat visits.

  • Reviews emerged as a pivotal factor influencing both hotel and restaurant selections among survey respondents. However, a significant portion expressed reluctance in leaving reviews themselves. This presents a dual challenge and opportunity for hospitality businesses.

    Monitoring and responding to reviews, especially negative ones, is crucial. It's not just about damage control; it's an opportunity to showcase proactive customer service and a commitment to resolving issues promptly. By addressing concerns publicly and offering solutions, businesses can demonstrate transparency and responsiveness, potentially turning dissatisfied customers into loyal advocates.

    Moreover, there's ample room for creativity in soliciting reviews. Engaging with guests during their stay or dining experience and politely encouraging them to share their thoughts online can yield organic, positive feedback. Implementing incentives such as exclusive discounts or complimentary amenities for leaving reviews can further incentivize guests to share their experiences.

    In the digital age where online reputation holds immense sway, actively managing and leveraging reviews can significantly impact a business's success, fostering trust, loyalty, and positive word-of-mouth.

  • In the realm of hospitality, ambiance reigns supreme. It's the soul of every memorable experience, whether it's the warm glow of a hotel lobby or the inviting atmosphere of a restaurant. Guests crave ambiance because it speaks to their emotions, transcending the physical space to evoke a sense of belonging and enchantment.

    For hotels, this might mean transforming lobbies into inviting sanctuaries where guests can unwind after a long day of travel. Soft lighting, plush furnishings, and subtle aromas create an oasis of tranquility, inviting guests to linger and savor the moment.

    Similarly, restaurants understand the power of ambiance in shaping dining experiences. From intimate candlelit dinners to vibrant social gatherings, each setting tells a unique story that resonates with diners. Rustic-chic eateries transport guests to quaint countryside retreats, while sleek urban bistros offer a taste of cosmopolitan glamour. Every detail, from table settings to background music, is meticulously curated to enhance the overall dining experience.

    Ultimately, ambiance isn't just an accessory—it's the heartbeat of hospitality. It's the intangible essence that lingers in guests' memories, drawing them back time and again. By harnessing the power of ambiance, hospitality providers can elevate experiences, forge lasting connections, and create moments that resonate long after the journey ends.

Your Insights. Our Inspiration

Your unique perspective helps us refine our services and create memorable moments. Be a part of the journey towards better hospitality by sharing your thoughts and experiences.