5 digital strategies for higher guest satisfaction and more bookings

Guest satisfaction is not just about making guests happy. It drives revenue, builds your reputation, and keeps guests coming back. 

A satisfied guest is likelier to return and recommend the hotel to others, while a single bad stay can send potential bookings straight to a competitor.

According to Deloitte, increasing guest satisfaction raises the likelihood of return visits by 30%, making it a direct path to higher revenue.

However, guest expectations always change, and keeping up can feel like a never-ending challenge. The good news? With the right digital tools, improving guest satisfaction does not have to be complicated. 

Don’t forget: guest satisfaction is not just a feel-good metric; it is a revenue driver. 

How to measure guest satisfaction?

The best way to understand guest satisfaction is to track guest feedback. Reviews, post-stay surveys, and online ratings provide direct insight into how guests feel about their stay. 

Potential guests rely heavily on online reviews when deciding where to book, so staying on top of feedback isn’t just about improvement, it’s about maintaining a strong reputation.

You can also measure guest satisfaction with specific metrics that highlight different aspects of their experience. Net Promoter Score (NPS) is a popular tool that asks guests how likely they are to recommend your hotel to others, providing a clear indicator of loyalty. 

Guest Effort Score (GES) is another useful metric that evaluates how easy it was for guests to interact with your hotel, whether it’s booking a room, requesting an upgrade, or resolving an issue. A lower effort score suggests a smoother journey, which directly impacts satisfaction.

Take one minute to understand why you should care about Net Promoter Score below.

If your guest satisfaction is falling short, try these five digital tactics to turn things around today.

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1. Act on guest feedback… but creatively

Feedback is only helpful if it leads to change. Hotels that actively listen and respond to guest concerns build stronger relationships and improve overall satisfaction. And the best part is that you can do it creatively.

Once you’ve gathered feedback from your guests (via a survey or an email, for example), make sure to answer and add a little extra. 

You could offer a 5% discount on their next stay or a free drink at the bar next time they visit. This connects feedback with growing revenue, and the best part is that you can create a workflow to automate this process. 

You can use email templates and save them so sending these responses doesn’t take more than 10 seconds. Additionally, if you use personalisation tokens, they will personalise the content of the email, SMS or WhatsApp message without you having to add anything. 

Collecting guest feedback isn’t always easy. That’s why a guest app can help you streamline the process and make it more effective.

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2. Run targeted surprise-and-delight campaigns using guest data

Guests expect more than a standard experience; they want a stay that feels tailored to them. This tactic is specially designed to boost the satisfaction of returning guests.

You can deliver personalised campaigns surprising returning guests with tailored perks based on past stays. For example, if they bought late check-out, offer it for free or for a fraction of the cost. If they booked a dinner, you could offer a drink at the bar for their next stay.

Now, if the question is how you could personalise your messages at that level, the answer is through a hospitality CRM. The software keeps track of guest history, allowing hotels to personalise their service from the moment a reservation is made.

Instead of generic promotions, hotels can send exclusive offers that match guest interests, like spa packages for wellness travellers or flexible check-outs for business guests. 

Read more: How to use a hotel CRM to customise the guest experience with ease.

3. Use a digital assistant to maximise response rates

Quick responses make a big difference in guest satisfaction. Whether it is a question about check-in times or a request for extra towels, slow replies can lead to frustration or even lost bookings.  

Chatbots help hotels provide instant answers while reducing the workload on staff. AI-powered chat tools can handle FAQs, confirm reservations, and manage basic requests around the clock, ensuring guests always get the necessary information.

Beyond chatbots, centralising guest communication is key to avoiding delays. When messages come in through multiple platforms, it’s easy for responses to be missed. A Unified Inbox helps teams stay on top of conversations, ensuring every guest inquiry gets a timely response.

You can now connect any chatbot to Bookboost’s Unified Inbox, including your own custom-built one.

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4. Create interactive digital itineraries with local insights

Guests love local recommendations but often get generic brochures (which won’t help you grow guest satisfaction). Why not offer them a mobile-friendly itinerary built with personalised suggestions based on stay dates, travel purposes, or interests?

For example, you can use your Guest Web App to share curated guides with clickable links for bookings, maps, and hotel services. Even upsell experiences (e.g., spa appointments, tours) can be included there.

Now, if you want to take it even further, integrate seasonal or event-based content for added relevance.

5. Proactively solve problems with automated pre-arrival messages

Anticipate common guest concerns before they arise. A well-timed pre-arrival message (via WhatsApp or email) can address FAQs, provide room upgrade options, or explain amenities. This will help to reduce friction and anxiety.

The best part? After you create the message and set up the workflow, you can completely automate the process.

Set up automation rules to send personalised pre-stay messages based on guest profiles. For example, send parking instructions to those arriving by car or offer early check-in to frequent business travellers. Fewer questions, happier guests.

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