Guest experience

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• Guest experience

  Guest complaint form: the fields, the signature and what never to write

  A hotel complaint form records guest issues, actions taken, and offers made. Learn the essential fields, what the signature means, and what never to write.

  AI draft · awaiting editorial review

  9 November 202611 min read

• Guest experience

  Words on hotel listings: cabana, pavilion, French balcony, sofa bed, lounge and more

  This glossary defines common hotel listing terms like cabana, French balcony, and sofa bed. It provides plain sentences to publish, ensuring guests understand exactly what they are booking.

  AI draft · awaiting editorial review

  9 November 202612 min read

• Guest experience

  Parcels, flowers and deliveries for guests: what the desk accepts and how it records them

  Hotels accept parcels and flowers under strict rules. This guide explains what the desk accepts, how labels must read, and how staff log items to protect guest privacy.

  AI draft · awaiting editorial review

  9 November 202610 min read

• Guest experience

  Promo and "opportunity" rooms: what the label means and how to avoid the complaint

  Promo and run of house are commercial labels, not room types. Learn how to describe these rooms honestly on your booking page to prevent guest complaints at check-in.

  AI draft · awaiting editorial review

  9 November 202610 min read

• Guest experience

  Your hotel's Google rating: what the number is and why it differs from booking sites

  A Google rating and a booking site score answer different questions. Learn what each number measures, why they differ, and how to manage reviews within Google's policy.

  AI draft · awaiting editorial review

  9 November 202611 min read

• Guest experience

  Deaf and blind guests: alarms, messages and finding the way in the room

  A hearing accessible room delivers alarms and messages without sound. This guide explains how to orient blind guests, handle bills, and offer help respectfully.

  AI draft · awaiting editorial review

  9 November 202611 min read

• Guest experience

  Guide dogs and assistance dogs at hotels: what the rules say and what the desk does

  TİHEK decision 2025/182 confirms that refusing a guide dog is disability discrimination. This guide explains the legal basis, desk protocols, and house rule updates for hotels.

  AI draft · awaiting editorial review

  9 November 202612 min read

• Guest experience

  Post-stay emails: thanks, invoice, review and return offer in the right order

  Send four post-stay messages in the right order: thanks, invoice, survey, and return offer. Learn which need marketing consent and when to stop the sequence.

  AI draft · awaiting editorial review

  9 November 202611 min read

• Guest experience

  Repeat guest rate: how to calculate it from your PMS and what it tells you

  Repeat guest rate is the share of guests in a period who stayed before. This guide defines the metric, explains how to clean duplicate profiles, and shows how to interpret the result by channel.

  AI draft · awaiting editorial review

  9 November 202610 min read

• Guest experience

  When should a hotel take payment? Check-in, checkout or a pay-at-hotel booking

  Clarify when guests pay, whether at check-in or checkout. This guide explains holds versus charges, folio recording, and how to communicate payment terms clearly to prevent disputes at the desk.

  AI draft · awaiting editorial review

  9 November 20269 min read

• Guest experience

  Repeat complaints: finding the real cause in your hotel's complaint log

  Stop fixing symptoms. This guide shows how to code your complaint log, rank causes with a Pareto table, and use five whys to find the process that failed. Get a one-page action sheet for your top two issues.

  AI draft · awaiting editorial review

  8 November 202613 min read

• Guest experience

  A guest's video spreads online: a hotel's first 24 hours of crisis communication

  A guest video spreads online. This guide gives you a working hotel crisis management plan for the first 24 hours. It covers fact-checking, private guest contact, public statements, and legal data rules.

  AI draft · awaiting editorial review

  8 November 202612 min read