Guest experience

All articles

• Guest experience

  Why hotels ask for ID: what the desk can tell a guest who objects

  Turkish law requires lodging facilities to keep identity records and forbids photocopying documents. This guide gives the desk the exact script to explain the legal duty and handle guest objections calmly.

  AI draft · awaiting editorial review

  8 November 202614 min read

• Guest experience

  Late arrivals and night charters: rooms, food and check-in after midnight

  Define your last arrival time, prepare for midnight charters, and manage on-call staff effectively. This guide helps you write a policy that works at 03:00.

  AI draft · awaiting editorial review

  8 November 202613 min read

• Guest experience

  Hotel dress codes: what to write for the restaurant, pool and lobby, and how staff apply them

  Write clear dress codes for restaurants, pools and lobbies. Learn legal requirements, staff scripts and how to apply rules fairly to every guest.

  AI draft · awaiting editorial review

  7 November 202613 min read

• Guest experience

  Family-concept hotels and male guests: what the equality board's fines on hotels show

  TİHEK has repeatedly fined hotels for refusing men traveling without families, finding sex discrimination under Law No. 6701. This article explains the decisions, the burden of proof, and the specific checks every hotel should make.

  AI draft · awaiting editorial review

  7 November 202613 min read

• Guest experience

  Booking.com review score: how it is calculated and what moves it

  The Booking.com review score is a weighted average of recent guest opinions, not a lifetime average. Learn how recency weighting works and which operational factors drive your rating.

  AI draft · awaiting editorial review

  7 November 202611 min read

• Guest experience

  Food poisoning complaints at a hotel: samples, records and claims after the holiday

  Distinguish single reports from suspected outbreaks and secure the required 72-hour samples and temperature logs. Learn how to document incidents and answer late claims with dated records.

  AI draft · awaiting editorial review

  7 November 202611 min read

• Guest experience

  Gluten-free, vegan and diabetic guests: menus and buffets without a separate kitchen

  A gluten free hotel kitchen does not need a separate room. It needs controlled ingredients, surfaces and information. Learn to write defensible buffet labels and manage dietary requests from booking to service.

  AI draft · awaiting editorial review

  7 November 202613 min read

• Guest experience

  Service recovery costs: tracking allowances, upgrades and comps as a monthly number

  Track every allowance, comp and upgrade as a coded line item. This guide shows how to calculate monthly recovery costs and use the data to fund permanent repairs.

  AI draft · awaiting editorial review

  6 November 202612 min read

• Guest experience

  Check-in queues: how many desk agents a peak hour needs, from your own arrivals data

  Estimate the desk agents needed for peak check-in hours using your own arrivals data. Learn to measure wait times, identify bottlenecks, and reduce queue length effectively.

  AI draft · awaiting editorial review

  6 November 202611 min read

• Guest experience

  Older guests in hotels: a checklist for rooms, routes, meals and communication

  A senior friendly hotel adjusts the room, route and pace to each guest's needs. This checklist covers booking questions, room allocation, safe routes and clear communication.

  AI draft · awaiting editorial review

  6 November 202611 min read

• Guest experience

  Answering the phone in a hotel: a call standard for in-house guests, wake-up calls and messages

  A hotel call standard fixes how every call is answered, held and refused. This guide helps you write that page, train it in one shift, and know where the legal line sits.

  AI draft · awaiting editorial review

  6 November 202611 min read

• Guest experience

  Disputed charges at checkout: minibar, damage and extras without a scene at the desk

  Prevent hotel damage charges by posting fees when they happen and showing a running bill. Resolve disputes at the desk by showing the line, its time and who posted it, then correct or keep it with a clear record.

  AI draft · awaiting editorial review

  6 November 202610 min read