Guest expectations

Hotels strive to go above and beyond – but some demands are impossible to predict

Great hotels of the world strive to deliver a five-star guest experience by anticipating customers’ expectations, yet every regular business traveller will have at least one tale of woe, when what should have been a hassle-free stay turns into a comedy of errors. But perhaps this is not always the fault of the hotelier. Sometimes, even a hotel’s best intentions and efforts can collide with certain travellers’ expectations. I once booked in a client for a stay at The Dominick in New York. It was his first visit to the city and he’d asked for the best room. As such, the reservations team allocated him a lovely room on one of the top floors so he might enjoy the fine views – and who wouldn’t with that kind of skyline? But within ten…

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Business Traveller Asia-Pacific Edition (Digital) - 1 Issue, September - October 2024

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