How to master hotel customer experience: From overwhelmed to outstanding

Every interaction counts

From the moment a guest lands on your booking page to the second they leave a review, their experience matters. A late reply or a missed message can undo everything else you’ve done right. Clean rooms and good food matter, but guests remember how you made them feel, and that should be heard, valued, and understood.

Consistency builds trust

Great service isn’t about one big gesture; it’s about getting the basics right every time. A warm welcome. Clear communication. Prompt responses. These are the moments that build trust. When done consistently, they create a guest journey that feels seamless.

Personalisation drives loyalty

Guests want to feel recognised. Whether it’s greeting them by name, remembering a room preference, or replying in their language, personal touches show guests they’re more than just a booking number. And personalised service leads to higher return rates and stronger loyalty.

Reviews are the new reputation

One great guest experience can influence hundreds more. Online reviews are now one of the most trusted sources of hotel recommendations. Positive reviews don’t just attract new guests, they’re proof that your hotel delivers quality service. But the same applies in reverse. One overlooked detail can lead to a public complaint, damaging trust before you’ve even spoken to a new guest.

Create spaces that are calm and connected

First impressions set the tone for your guests visit. A clean, peaceful lobby, soft lighting, local artwork, and natural scents all help guests feel grounded from the moment they arrive. Offer quiet areas where guests can take a break or work undisturbed. It’s these sensory touches that make guests feel at ease from the start.

Cleanliness that speaks for itself

Cleanliness is still one of the top drivers of positive guest reviews. Go beyond the basics with visible cleaning schedules and hygiene badges. Guests want to see that you care about the space that they are staying in. Reinforce trust by sharing your cleaning standards on your website, app, or social media. Transparency builds confidence.

Be where your guests are with omnichannel communication

Guests use different channels at different times. Trengo’s multichannel inbox brings WhatsApp, email, live chat, Facebook, Instagram, and more into one view so that your team never misses a message. Whether it’s a booking question, a late check-in request, or feedback after check-out, every message is answered quickly and consistently.

Why it matters: Guests expect instant replies. With Trengo, you deliver them, without having to switch tabs or logging into multiple tools.

Use AI chatbots to answer instantly

Today’s guests expect 24/7 replies. Trengo’s AI Chatbots and Flowbots handle FAQs, booking confirmations, check-in info, and amenity details instantly. This reduces pressure on front desk staff and improves the guest experience—even when your team’s offline.

Top tip: Set up bots to escalate complex queries to the relevant team member. That way, every guest gets the right help and fast.

Automate the essentials with smart workflows

With Trengo’s automated workflows, you can tag VIP guests, assign messages to the right teams (housekeeping, concierge, etc.), and even trigger follow-up messages after check-out. No manual work. No delay. Just smooth, consistent service.

Example: A guest checks in early for the third time. Trengo automatically sends a welcome message and notifies the front desk. The result? A personalised experience without lifting a finger.

Speak your guest’s language

Hotels welcome global travellers. With Trengo’s multilingual support and AI-powered translation, your team can communicate clearly in almost any language. Combined with your team’s local warmth, this ensures nothing gets lost in translation.

Why it works: Guests feel understood and at ease, even if they don’t speak the local language.

Sync your systems for smarter service

By integrating Trengo with your CRM or booking system, you get full context with every message. Know who the guest is, their past stays, and their preferences. It’s how you turn reactive service into proactive hospitality.

Top tip: Set automated alerts for frequent guests or flagged preferences to deliver ultra-personalised touches every time.

Listen to what guests really think

Don’t wait for feedback to show up in reviews. Use Trengo to send automated feedback requests after check-out. Combine this with insights from social media and review platforms to spot trends and take action fast to address any negative feedback.

Take action: Create tags for common complaints or praise and review them monthly. Use the data to adjust services or celebrate team wins.

Empower your team

Technology supports your team rather than replacing them. Recognise the employees who go the extra mile. Celebrate moments of kindness, local recommendations shared, or problems solved on the spot. Rewarding these behaviours creates a culture of service your guests will feel in every interaction.

Design for self-service, without losing the human touch

Not every guest wants to queue at the front desk. Offering digital self-service options such as check-in via WhatsApp, instant access to Wi-Fi info, or mobile room service ordering can help accommodate these guests. With Trengo, you can automate these touchpoints while keeping a human hand ready when needed.

Top tip: Set up Quick Replies for common requests like breakfast hours, parking info, or late check-out options. It saves time and shows you’re one step ahead.

Turn data into proactive experiences

With every message, booking, and review, you’re gathering guest data. Use it. Identify patterns such as guests who regularly request early check-in or always order extra pillows, and act before they ask. Trengo’s CRM and workflow tools help you turn insight into action at scale.

Example: If a guest consistently books for business, automate a welcome message with meeting room availability and express check-in links. Anticipating needs can help you in  exceeding guest expectations.

1. The return of human-centred tech

Technology is not about replacing staff. It’s about supporting them. In 2025, hotels are combining automation with human service to create faster, more personal guest experiences.

For example:

• Smart inboxes that route messages to the right person
• AI bots that handle routine questions
• Instant overviews of guest preferences at check-in

What to do:

• Automate the repetitive. Free your team to focus on people.
• Use tools like Trengo to centralise guest messages from every channel and keep conversations personal.

2. Messaging is the new front desk

Guests often don’t want to wait in the lobby. They expect service on their terms, through their preferred channels. In 2025, most hotel conversations start with a message, not a phone call.

Whether it’s a late check-in, extra towels, or a room upgrade, guests want fast replies through familiar platforms like WhatsApp or Messenger.

What to do:

• Offer direct messaging options at every stage of the guest journey.
• Use Trengo’s multichannel inbox to reply instantly, without switching between apps or losing track of requests.

3. Mobile-first everything

From booking to check-out, mobile needs to be incorporated into the experience. In 2025, hotels that don’t optimise for mobile are missing out on key touchpoints.

Mobile-first guests expect to:

• Check in and out without queues
• Chat with staff on their phone
• Access services, room settings, or amenities via app or link

What to do:

• Use Trengo to send automated check-in links, FAQs, and service messages through WhatsApp or SMS.
• Set up AI chatbots to answer questions 24/7, without adding pressure on your team.

4. Remove language barriers

Travellers are coming from everywhere. In 2025, multilingual support is needed more than ever.

Guests want to communicate in their own language, get answers instantly, and feel understood. This is especially important in cities and resorts with international traffic.

What to do:

• Use Trengo’s built-in translation tools to reply in the guest’s language.
• Train AI chatbots to detect and respond in the right language automatically.

5. Personalisation that actually feels personal

Personalisation isn’t just about using a guest’s name. It’s about remembering what matters to them. Did they request a hypoallergenic pillow last time? Do they usually arrive early? Prefer a room on the quiet side?

In 2025, the best customer experience in hotels is proactive. It anticipates rather than reacts.

What to do:

• Sync Trengo with your booking or CRM system to access guest history instantly.
• Automate welcome messages, upgrades, or alerts based on past stays.

6. Feedback as a part of the experience

Reviews aren’t just for TripAdvisor anymore. Guests expect you to ask, listen, and act.

In 2025, the most successful hotels collect feedback during the stay, as well as after. This helps fix problems before they become reviews and shows guests you care.

What to do:

• Use Trengo to send in-stay surveys via WhatsApp or chat.
• Route complaints to the right team automatically for faster resolutions.

7. Sustainability is service

More guests want to stay with brands that care. Eco-conscious travel has become mainstream. But it’s not just about reducing plastic. It’s about communicating your values clearly and involving guests.

What to do:

• Use messaging to inform guests of your eco-friendly practices.
• Offer digital options for check-in/out, cleaning schedules, or towel replacement to reduce waste.

8. Guests in control

The best hotel customer service experience in 2025 is one where the guest leads. Self-service isn’t a downgrade or impersonal, it’s a sign of respect for their time and preferences.

From choosing their check-in time to adjusting room settings, guests want flexibility. Hotels that give them control see higher satisfaction and fewer complaints.

What to do:

• Let guests access services via WhatsApp or a simple web link.
• Use Trengo’s Flowbot to guide them through tasks like ordering room service, booking spa slots, or extending stays.

9. Faster resolutions with smart automation

In 2025, speed is a top priority. Guests don’t want to repeat their issue or wait for it to be passed around to the correct team member. The best hotel experiences solve problems fast, and ideally, before the guest notices.

This is where automation makes the difference. With tools like Trengo, you can route every query to the right department instantly, whether that is housekeeping, concierge or maintenance, and then follow up automatically once resolved.

What to do:

• Set rules to assign messages based on keywords or guest type.
• Use tags to prioritise VIPs or recurring issues.

10. The rise of AI co-pilots for hotel teams

AI is supporting staff behind the scenes. In 2025, hotels are adopting AI co-pilots to suggest responses, flag potential issues, and keep service quality high during busy hours.

With fewer hands and more messages, AI tools like Trengo help teams stay in control. They ensure nothing gets missed and guests still get the attention they expect.

What to do:

• Use Trengo’s AI Assist to suggest replies based on message context.
• Empower staff with relevant guest history and smart recommendations in one view.

What is customer experience in the hotel industry?

Customer experience in the hotel industry refers to the entire journey a guest has with your hotel, from the moment they search for accommodation to the memories they take home after their stay. It’s about making every guest feel valued and understood by paying attention to details, providing personal touches, and ensuring that each interaction is seamless and memorable. This includes everything from the booking process and check-in, to in-room comfort, local experiences, and post-stay follow-up.

How can hotels improve their customer experience in 2025?

Hotels can improve customer experience by combining technology with genuine hospitality. Key strategies include:

• Conducting guest experience audits using feedback, reviews, and AI-driven sentiment analysis to identify and address pain points.
• Optimising the booking and pre-arrival process with mobile-friendly websites, multiple payment options, and AI-powered chatbots (such as those offered by Trengo) for 24/7 support and personalisation.
• Enhancing check-in with digital and contactless options, whilst maintaining warm, personal greetings and memorable first impressions.
• Upgrading in-stay experiences with smart room technology, wellness amenities, and proactive, AI-driven service that anticipates guest needs.
• Offering unique local experiences and tailored on-property activities to make each stay special.
• Following up after the stay to gather feedback and build loyalty.

How do I handle customer complaints in a hotel professionally?

Professional complaint handling involves:

• Listening calmly and attentively to the guest’s concerns without interruption.
• Empathising, apologising sincerely, and acknowledging the issue.
• Taking detailed notes and identifying the root cause of the problem.
• Offering practical solutions or compensation where appropriate, and communicating clearly about next steps.
• Following up to ensure the guest is satisfied and feels valued.
• Training staff regularly in complaint management and empowering them to resolve issues promptly.
• Platforms like Trengo can help by centralising guest communications and ensuring no complaint goes unanswered.

How does personalisation improve the hotel customer experience?

Personalisation makes guests feel recognised and valued. By using guest data and AI tools, hotels can tailor room amenities, recommend dining or local activities, and customise communications before, during, and after the stay. Personal touches such as remembering a guest’s favourite pillow or offering bespoke experiences can turn a good stay into a memorable one, increasing loyalty and positive reviews. Trengo enables hotels to automate and scale personalised messaging across all channels.

What are some customer experience trends in the hospitality industry?

Key trends for 2025 include:

• Hyper-personalisation using data analytics and AI to tailor every aspect of the guest journey.
• Seamless digital experiences, such as mobile check-in, digital keys, and smart room controls.
• Balancing technology with the human touch—ensuring digital advancements enhance, rather than replace, personal service.
• Sustainability and local experiences, with guests seeking eco-friendly options and authentic, local activities.
• Proactive service, where hotels anticipate needs and resolve issues before they become complaints.
• Automation of routine tasks, freeing staff for high-value, guest-facing roles.

How can automation or AI be used in hotel customer experience?

Automation and AI streamline operations, personalise guest interactions, and improve efficiency. Examples include:

• AI-powered chatbots (like those in Trengo) for instant, multilingual guest support and booking assistance.
• Automated check-in, digital keys, and smart room controls to reduce wait times and enhance convenience.
• AI-driven analytics to monitor feedback, predict guest preferences, and recommend tailored experiences.
• Automated follow-ups and review requests to maintain engagement after the stay.

These technologies allow staff to focus on delivering exceptional, personal service.

What are the most common customer experience mistakes hotels make?

Frequent mistakes include:

• Slow or delayed responses to guest requests lead to frustration.
• Inflexible processes that do not adapt to individual guest needs.
• Poor communication or a lack of clear information about hotel policies and amenities.
• Irrelevant or generic offers that do not match guest preferences.
• Neglecting to follow up on complaints or feedback, missing opportunities for improvement.
• Over-reliance on technology at the expense of personal service.

Using a platform like Trengo helps hotels avoid these pitfalls by centralising communication, automating routine tasks, and enabling more personalised, responsive service.

What is customer experience in the hotel industry?

Customer experience in the hotel industry refers to the entire journey a guest has with your hotel, from the moment they search for accommodation to the memories they take home after their stay. It’s about making every guest feel valued and understood by paying attention to details, providing personal touches, and ensuring that each interaction is seamless and memorable. This includes everything from the booking process and check-in, to in-room comfort, local experiences, and post-stay follow-up.

How can hotels improve their customer experience in 2025?

Hotels can improve customer experience by combining technology with genuine hospitality. Key strategies include:

• Conducting guest experience audits using feedback, reviews, and AI-driven sentiment analysis to identify and address pain points.
• Optimising the booking and pre-arrival process with mobile-friendly websites, multiple payment options, and AI-powered chatbots (such as those offered by Trengo) for 24/7 support and personalisation.
• Enhancing check-in with digital and contactless options, whilst maintaining warm, personal greetings and memorable first impressions.
• Upgrading in-stay experiences with smart room technology, wellness amenities, and proactive, AI-driven service that anticipates guest needs.
• Offering unique local experiences and tailored on-property activities to make each stay special.
• Following up after the stay to gather feedback and build loyalty.

How do I handle customer complaints in a hotel professionally?

Professional complaint handling involves:

• Listening calmly and attentively to the guest’s concerns without interruption.
• Empathising, apologising sincerely, and acknowledging the issue.
• Taking detailed notes and identifying the root cause of the problem.
• Offering practical solutions or compensation where appropriate, and communicating clearly about next steps.
• Following up to ensure the guest is satisfied and feels valued.
• Training staff regularly in complaint management and empowering them to resolve issues promptly.
• Platforms like Trengo can help by centralising guest communications and ensuring no complaint goes unanswered.

How does personalisation improve the hotel customer experience?

Personalisation makes guests feel recognised and valued. By using guest data and AI tools, hotels can tailor room amenities, recommend dining or local activities, and customise communications before, during, and after the stay. Personal touches such as remembering a guest’s favourite pillow or offering bespoke experiences can turn a good stay into a memorable one, increasing loyalty and positive reviews. Trengo enables hotels to automate and scale personalised messaging across all channels.

What are some customer experience trends in the hospitality industry?

Key trends for 2025 include:

• Hyper-personalisation using data analytics and AI to tailor every aspect of the guest journey.
• Seamless digital experiences, such as mobile check-in, digital keys, and smart room controls.
• Balancing technology with the human touch—ensuring digital advancements enhance, rather than replace, personal service.
• Sustainability and local experiences, with guests seeking eco-friendly options and authentic, local activities.
• Proactive service, where hotels anticipate needs and resolve issues before they become complaints.
• Automation of routine tasks, freeing staff for high-value, guest-facing roles.

How can automation or AI be used in hotel customer experience?

Automation and AI streamline operations, personalise guest interactions, and improve efficiency. Examples include:

• AI-powered chatbots (like those in Trengo) for instant, multilingual guest support and booking assistance.
• Automated check-in, digital keys, and smart room controls to reduce wait times and enhance convenience.
• AI-driven analytics to monitor feedback, predict guest preferences, and recommend tailored experiences.
• Automated follow-ups and review requests to maintain engagement after the stay.

These technologies allow staff to focus on delivering exceptional, personal service.

What are the most common customer experience mistakes hotels make?

Frequent mistakes include:

• Slow or delayed responses to guest requests lead to frustration.
• Inflexible processes that do not adapt to individual guest needs.
• Poor communication or a lack of clear information about hotel policies and amenities.
• Irrelevant or generic offers that do not match guest preferences.
• Neglecting to follow up on complaints or feedback, missing opportunities for improvement.
• Over-reliance on technology at the expense of personal service.

Using a platform like Trengo helps hotels avoid these pitfalls by centralising communication, automating routine tasks, and enabling more personalised, responsive service.