In the previous blog, we discussed the new traveler types that are emerging post-COVID, as well as what to anticipate in terms of each of their expectations. This post will cover a few examples to help you understand what situations you may encounter with these new travelers and their changing expectations.

Hotel Lobby Scene

In the first example, we have both a cautious and adventurous traveler in a busy hotel lobby. A couple of things to notice about this scene. It looks like there is a restaurant and bar off to the left of the check-in area. And, based on some lobby signage, the hotel has implemented several different initiatives in response to COVID-19, including “on-demand” housekeeping service through text as well as capacity limitations for their elevator.

So for this example, let’s assume the hotel did nothing to set any type of expectations for these travelers arriving on property. Much like the pool example we mentioned earlier. With no expectations set by the property, let’s see how both of these travelers felt about their hotel experience.

Cautious Traveler Experience

We’ll start with the cautious traveler, who writes a review titled: Not what I was expecting. The review reads: “Shocked to see the lobby restaurant/bar so busy & crowded with no space between guests. The staff was nice at the front desk, but housekeeping never came to service my room. Very disappointed. Will not be returning to visit.” 

So it’s clear for this guest that even though the property had put some hotel safety policies in place, like the 2 max capacity in the elevator, the guest still felt uncomfortable in other locations on property like the lobby, restaurant, and bar. In fact, due to the lack of expectations set pre-arrival, the guest didn’t even know that there was a lobby bar on the property. If they had, perhaps it would have been less of a shock and less impactful to their overall experience. 

Although the traveler mentioned the friendliness of the front desk staff, based on the review it sounds like they failed to mention the new “on-demand” housekeeping service implemented by the property. Something that could have easily been relayed to this guest pre-arrival via the hotel’s social media, website, or even online review responses.

How Expectations Impact Occupancy

So how does “setting the wrong expectations or setting no expectations at all” impact occupancy? Well, a negative review like this gives the impression to other travelers that this hotel is not prioritizing guest safety: it describes a hotel not taking cleanliness seriously, and overall is simply just not a good guest experience.

This type of review right now is an occupancy killer and can end up having huge revenue impacts on your business. So let’s see if the adventurous traveler, who had this same exact experience, fared any better.

Adventurous Traveler Experience

This adventurous traveler crafts a review titled: Didn’t meet my expectations and it reads, “Took a very long time to check-in, they had housekeeping on demand, but not mobile check-in??? The elevator also took forever. The lobby restaurant was the only good thing about the hotel. Very disappointed. Will not be returning to visit.”

So the hotel is left with the same exact 1-star rating, but extremely different feedback from this traveler. To the adventurous traveler – used to quick and exceptional service from his prior travels – a line at the front desk, no mobile check-in, and a max capacity of 2 for the elevator is more of an inconvenience than a guest safety measure in their eyes.

They would have known this if communicated to them prior to their arrival. In fact, the only positive aspect of their stay was the 1 thing the cautious traveler disliked the most. Of course, we’re not trying to imply it’s possible to make every guest 100% satisfied. However, if some (or all) of these expectations were properly set prior to both of these guest’s arrival it could have lessened the negative impact on their overall experience.

Will it have solved everything? No. But potentially moving that star rating a couple of notches: absolutely and right now hotels just can’t afford to have this type and degree of negative feedback online.

How Expectations Impact Occupancy II

So what impression does the adventurous traveler’s review give to other travelers? The first impression is that this hotel’s service is both slow and a frustrating experience. Pair that with the inability to check in using a mobile device, and other travelers reading this review might assume that this hotel has outdated processes not up to par with the new, post-COVID hotel experience. 

Finally, the hotel experience once again is simply not good. One of these 1-star reviews is bad enough, but imagine if this property received both in a short period of time. A reputation disaster. That’s the risk hotels run when not properly setting expectations.

Travel Media Group’s Reputation Management solution can help mitigate the likelihood of these negative reviews being posted publicly online with a post-stay email program. Learn more about our reputation management and contact us to get started.