What are the most common guest complaints in hospitality innovation and technology trends?

In smart rooms, common guest complaints include: 1. Complexity of technology interfaces. 2. Technical glitches with smart devices. 3. Privacy concerns regarding data collection. 4. Lack of personalized experiences. 5. Over-reliance on technology, missing human touch.

In my years of experience guest complain is essential in the improvement of service delivery, by listen to them we acknowledge their frustration and offering solutions, staff can also demonstrate their commitment to providing exceptional customer service, whether the complain is related to cleanliness, noise level, amenities it is crucial for staff to handle each situation with empathy and understanding. Also taking proactive measures to prevent similar complains in the future can help improve guest satisfaction and maintain a positive reputation for the establishment. By keeping things to standards in rooms we ensures every guest to have a memorable experience during their stay

It's great to enhance the guest experience by adding room controls to a panel or a tablet. However make sure that there is also a traditional option. I know of two perfect examples. A hotel in Sydney when it open many years ago had one of the first in-room control systems. You controlled the lights and blinds etc from the TV. However there was no manual switch for the blinds. Guests never thought to look on the TV. The end result this generated lot's of calls to the operator asking how to open the blinds. It also resulted in a lot of damage to the blind motors as guest just pulled them open. In this case, a great initiative designed to wow guests fell very short. A button as a 2nd method to control the blinds would have solved the issue.

How to turn off the lights. Sometimes tech makes a simple thing we do at home, complicated when we stay in a hotel. It should be obvious, nothing to learn.

In my view, while smart rooms offer the promise of an enhanced guest experience, they also present challenges that can lead to common complaints. Guests unfamiliar with the technology or encountering technical issues such as connectivity problems or malfunctions may experience frustration and confusion. To address these concerns, clear instructions and support for using smart features should be readily available. Additionally, regular testing and updates are essential to ensure smooth functionality and compatibility. By proactively addressing these issues, it can mitigate guest frustrations and maintain satisfaction levels, ultimately maximizing the benefits of smart room technology.

Some guests may find the kiosk redundant, especially if they've already arrived at the hotel and see the reception nearby. For those who aren't as comfortable with technology, having the assistance of a real person can make their experience more seamless and enjoyable.

Some hoteliers feel that installing a kiosk means that you don't need staff at all. I don't believe this is the case. Kiosks can be confusing for guests that aren’t familiar with the technology. Like any technology, kiosks can also experience technical glitches that inconvenience your guests and ultimately slow things down. My suggestion is always to have staff on hand as Ambassadors. They welcome the guest, can help them check-in or just answer questions. CitizenM pioneered that back in 2007. Their Ambassadors are also fully trained baristas. Who greet the guests and can help them with check-in or make them a coffee.

Apps are great but I think we have all reached the point where we are Apped out. They have even coined a term for it "App fatigue". It depends on the App and it's use. But in a hotel sense if I am staying at your hotel for 1 night I really don't wont to download an App to check-in or order room service. Thats where Progressive Web Apps (PWAs) come into play. They are accessed by a QR code. They look and behave like and App but no download is required. The only limitation is that currently, you can not push a notification to a PWA. However, there is rumours that both Apple and Android will soon allow this.

We had 10 million engagements with our QR web app. Guests would rage quit when: - They clicked on something they loved, like tours, and were told to go to reception. - They ordered something, but couldn't pay, and had to sign. You interact more with guests on a webapp than your website. Use the data to give them what they want and not disappoint.

Guests commonly complain about slow response times from hotel staff on social platforms, impersonal automated responses, and inconsistencies between the online portrayal of the hotel and the actual guest experience.

The easiest way to promote hospitality business is through social media. However, sometimes they lack reality and originality because things sometimes don't appear as they look on media used for presentation.

Artificial intelligence (AI) is a technology that enables machines to perform tasks that normally require human intelligence, such as learning, reasoning, and decision making. AI can be used in hospitality to improve the efficiency, accuracy, and personalization of the services, such as by using chatbots, robots, or facial recognition. However, AI can also trigger complaints from guests who feel that the technology is impersonal, unreliable, or unethical. To avoid or address these complaints, you should ensure that the AI is transparent, trustworthy, and respectful, and that it complements rather than replaces the human element of hospitality.