Beyond The Lobby – Edition 6

^{BIG IDEA FOR THE WEEK}
The Guest Complaint You’ll Never Hear

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The biggest threat to your hotel isn’t the guest who complains. It’s the guest who doesn’t.

The loudest complaints – the ones at the front desk, the angry emails, the public reviews – are easy to fix. A frustrated guest who speaks up gives you a chance to recover. But the guests who experience small annoyances – the lukewarm coffee, the slow service, the squeaky air vent – rarely say a word. They just don’t come back.

Silence is not satisfaction. It’s avoidance.

Hoteliers often assume that no news is good news. That if guests aren’t complaining, they’re happy. However, behavioural science tells us that people don’t always express dissatisfaction in the moment. They talk about it later – to friends, in subtle reviews, in the decision not to return.

Here are some ideas to deal with this:

1. Train Your Team to Watch:
   Don’t wait for a complaint to hit the desk. Teach staff to read guest body language. A furrowed brow while sipping coffee? That’s your cue to ask, “What would make this cup of coffee perfect for you?”

2. Ask the Right Questions:
   Toss the generic, “Did you enjoy your stay?” Instead, ask pointed questions that dig deeper: “What one thing could have made your morning better?” or “Was there anything during your check-out that slowed you down?” Direct questions force honest answers—and reveal issues before they become big problems.

3. Use Data to Detect Silence:
   Look at patterns. If one dish isn’t selling or a particular room type isn’t booked, that’s your silent complaint. Don’t wait for a bad review – investigate why. Sometimes the unspoken feedback is more potent than any vocal gripe.

4. Follow-Up Beyond the Front Desk:
   Create feedback loops that extend past the standard survey. Reach out on social media or via text. Let guests know you’re not just fixing what’s obvious—you’re hunting down every detail that might be slipping through the cracks.

The absence of feedback is feedback.

The hotels that win aren’t the ones that fix complaints. They’re the ones that fix problems before guests feel the need to complain. The easiest problems to solve are the ones you never let happen in the first place.

^{OPERATIONAL INSIGHT}
The Evening Call Rule

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Imagine this: one night before check-out, you pull out a list of guests and call a few at random. No scripts. No fluff. Just a simple question: “What’s one thing we could have done better?”

This isn’t about gathering compliments. It’s about uncovering the quiet, unspoken issues that never make it to the front desk. When you call a guest and ask for a single, honest piece of feedback, you bypass the generic survey and get real insights – sometimes in the middle of the night when guests are relaxed and candid.

Here’s how to make it work:

• Keep it Simple: One question. No elaborate forms.

• Be Genuine: Show that you care about their experience, not just the numbers.

• Act Fast: If a pattern emerges, fix it before it snowballs.

It’s a proactive move that turns random calls into a goldmine of improvement opportunities. Instead of waiting for issues to build up online, you catch them before they escalate. That’s how you turn a potentially bad experience into a chance to impress – and that’s where true hospitality begins.

^{CRISIS PLAYBOOK}
When Social Media Explodes

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Sometimes a single tweet turns into a wildfire. One unhappy guest posts a video, and suddenly your hotel’s name is trending for all the wrong reasons. The key isn’t to panic – it’s to act, fast and smart.

1. Acknowledge Immediately.
   Don’t wait until the storm calms. Quickly post a simple, honest message: “We’re aware of the issue and are on it.” It shows you’re in control, not caught off guard.

2. Engage Directly.
   Reach out privately to the guest. Ask what happened, listen, and promise to fix it. Public spats only fuel the fire.

3. Respond Publicly—But Keep It Simple.
   When replying to comments or posts, be clear and direct. Avoid corporate jargon. A short, sincere apology with a commitment to do better goes further than a long-winded explanation.

4. Monitor and Adapt.
   Track the conversation closely. What’s being said? Adjust your response if needed, and learn from the feedback. The goal isn’t just damage control – it’s preventing the same issue from reoccurring.

5. Follow Up.
   After the dust settles, reach out again to the affected guest. Let them know how you fixed the problem. A follow-up shows that you care, even after the crisis is over.

When social media erupts – cool, measured action beats reactive panic every time. That’s how you turn a crisis into a chance to build trust—and even loyalty.

^{WHAT I FOUND INTERESTING}
Extraordinary Tiny Hotel Rooms

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Tiny hotel rooms. They’re often dismissed as cramped, impersonal, or just plain inconvenient. But this BBC article flips that script entirely. Instead of shrinking guests into a box, some hotels have turned tiny spaces into models of efficiency and style.

In "Eight of the world's most extraordinary tiny hotel rooms," designers are rethinking what a hotel room can be. Every square inch is deliberately planned. No wasted space, no unnecessary extras. Just a pared-down, well-crafted environment that delivers exactly what you need—and nothing more.

Luxury isn’t about square footage. It’s about intent. A smaller space forces you to focus on what really matters: comfort, clever storage, and a vibe that feels personal. It’s a reminder that sometimes stripping away the fat leaves you with a lean, powerful experience.

If you think more is always better, these tiny rooms might just change your mind. They prove that minimalism when done right, can offer a memorable, human touch that sprawling suites sometimes miss.

^{SHOWER THOUGHT}
💡 "Go to bed, you'll feel better in the morning" is the human version of "Did you turn it off and turn it back on again?"

^{SPONSORED BY HAVEN}

You Work Hard For Every Guest.
Makes It Count – With Haven.

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→ Catch service delays before complaints surface.
→ Upsell without being pushy.
→ Fix issues before checkout.

Want to learn how Haven can help you improve your guest experience?

Book a 30-minute meeting with me.