An excellent first impression awaits us on arrival at a resort: an elegant lobby and a warm welcome set the stage for a pleasant stay. But things quickly take a disappointing turn:
- Despite directions from the front desk to get to her room, our assessor finds herself lost in a maze of identical hallways with no clear signage. She wanders back and forth, dragging her luggage, until she reaches her destination.
- Later, she realizes that locating a conference room isn’t any easier. The few signs she sees are misleading, so she ends up walking first to a kitchen, then to a laundry room. After asking two employees for help, she finally arrives—irritated, stressed, and 15 minutes late.
Over the course of her stay, she eventually finds her bearings, but the frustration and disappointment never completely fade. The feeling of being left stranded in an unfamiliar environment overshadows her entire experience.
Our analysis
No one checks into a hotel expecting to go on a scavenger hunt. Since you can’t personally guide your guests around, your signage needs to do the job for you.
Poorly designed or insufficient signs can have many negative effects:
- Lower customer satisfaction when people struggle to find their way.
- Fewer repeat stays, especially from business travellers, who value efficiency and ease.
- Increased operational costs, as staff are often called upon to give directions.
- More complaints due to easily avoidable frustrations.
Our recommendations for smooth navigation
A well-planned approach can ensure guests navigate the hotel effortlessly.
- Signage that’s clear and consistent. Place easy-to-read signs in all key locations, ensuring they’re visible.
- Providing a hotel map. Offer a printed version or make it accessible via QR code.
- Giving extra guidance where needed. Dispel any confusion with more details at critical intersections, especially if you need to direct guests to separate buildings.
Bonus tip: Train staff to proactively assist guests who seem lost. This simple gesture can turn a potentially frustrating situation into a warm and positive interaction.
