What makes a hotel profitable can be narrowed down to one thing: its guests! The guest experience is the main driver of continuous revenue for any successful hotel. When guests are unhappy with their stay, they’re unlikely to return or recommend your hotel to new customers.
In the digital age of online reviews and bloggers, the guest experience has become even more important. Once a guest has an unsatisfactory experience at a hotel, there isn’t anything hoteliers can do to prevent them from sharing that with the world.
