Within an hour of checking into a hotel from a major chain, our customer experience assessor finds herself struggling with a series of unexpected technological challenges: an ultramodern shower with confusing controls, a smart TV she can’t set up, a Wi-Fi network for which she has no password, and, of course, a coffee machine that refuses to brew anything.
She feels increasingly frustrated and inept with each failed attempt. She searches for directions in vain: no instruction panels on the wall, nothing in the welcome booklet. As a last resort, she calls the front desk. The agent seems surprised by her questions but provides the information she needs.
She tries to shake off the experience, but the trouble doesn’t stop there. When she goes to a conference room to set up for a meeting, she can’t get the audiovisual equipment to work. After spending precious time tracking down a technician, she starts her presentation feeling flustered.
Our analysis
Guests at a well-regarded hotel expect a seamless, trouble-free experience. However, the many hurdles we faced during our stay can cause serious repercussions:
- A buildup of negative emotions. While our assessor’s initial annoyance subsided after getting answers, tackling new issues brought it back in full force.
- Lost business. An actual guest confronted with these problems might think twice about staying at this establishment again—and might even warn others to stay away.
- Direct and indirect costs. Compensation claims and time spent by staff addressing these issues add to the hotel’s expenses.
Our recommendations for a seamless technological experience
Here are our tips to ensure guests have a smooth and stress-free experience with technology:
- Make Wi-Fi access easy. Make connecting effortless, ideally password-free.
- Keep things simple. Choose equipment that’s intuitive, even for customers who aren’t tech-savvy.
- Provide clear instructions. Any sophisticated devices should come with detailed and multilingual directions.
- Include visuals. If needed, add illustrations or a video demonstration accessible via QR code.
- Offer reliable support. Set up quick-access assistance, be it through a dedicated phone line or video call channel.
When technology works seamlessly, guests feel confident and at ease—leading to fewer complaints and less strain on the staff.
