What is new in hotel innovation?

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  • Dear Lee,

    Why not offer 2 types of pillows directly in the room so they can choose between the two, like softer and harder pillows. That's how I do it and guests automatically pick the ones they choose. We do offer 4 pillows per bed.

    Another thing that could work and is highly appreciated is to offer free minibar items. Just put it inclusive in the rate and it will be well appreciated.

     

    Cheers,

    Zsolt - www.thuild.com

  • Avatar
    Leandri Klopper

    Hi there!

    Thanks for this awesome post. 

    According to what I can tell on Booking.com, what's really picking up is In-Room entertainment.  Like Netflix or an Xbox. I guess I'm not as fascinated by those ideas because when I go on holiday I don't want to sit in another location doing the same things I could be doing at home, you know? 

    It seems to be trending though. Hope to hear what the rest thinks!

  • Avatar
    Zoinks

    Lee  One tip If I may - LIdl has a really good quality / price ratio. It counts for their wines too.Why do you think they no longer stock local wines? I have sitting in the fridge (and I can hear it calling) an Italian Verdicchio dei Castelli di Jesi  bought at less than Euro 3 from Lidl. OK, it might not be a wine for experts but is more decent than the local wines selling at that price BY FAR. I understand that guests might like a local wine better and as you know we produce excellent wines - but they are just too expensive because of economies of scale. 

  • Leandri,

    I would never offer an Xbox in a room. Maybe in the lounge, living room yeah. but here I only offer Netflix in the living room. 

    I personally don't watch TV and around 60% of my guests don't use it either.

     

  • Avatar
    Leandri Klopper

    Hey Thuild - Your world of creation (franchise) 

    I agree with you! I wonder why it's trending at this moment? 

    Booking.com felt like they needed to put an emphasis on that by forcing us to Update our Amenities on the property tab. I mean our scores for our properties were not 100% until we went and looked at it. So they obviously put a lot of weight behind it. And for a big company like this, I think market research is very important. 

    Most of our South-African guests love the tv idea. The international guests tend to go out and explore. 

    Anyway, Have a great weekend. 

  • Avatar
    Zoinks

    Like Thuild I offer four pillows per double bed plus two smaller cushions. The cost is negligible but apart from comfort it makes the bed look more inviting. The only extra effort involved is washing the pillowcases - but since most of my guests are one night stays I use the 30 minute program on the washing machine after just one night of use. This wastes less energy and water.

  • Avatar
    Zoinks

    Lee I like the idea of giving guests more than they expect but what you said costs at least Euro 10. (assuming it is a cheapish wine). Do you do it for all guests or for guests who stay for a certain length of time? One word of warning, if I may, be careful of freebies because even if it is free if a guest does not like it he will complain about it. 

  • Avatar
    Zoinks

    I have been offering ' on demand' TV and film service since the very beginning but I find that many guests do not know how to operate it. There is a limit to the amount of instructions I can leave in each room, especially for the many guests for whom English is difficult.

  • Avatar
    Zoinks

    What I do offer which has not been mentioned already is (1) ethernet connections. These give ultra fast and stable internet to some business people (e.g. photographers) who occasionally need them. My WiFi is also rated top notch. (2) Branded shampoos, conditioners, shower gels, sun blocks and creams. (3) It has already been mentioned but I also supply USB chargers and cables. (4) Water from my own underground spring (tested and certified) in reusable glass bottles.

  • Avatar
    Zoinks

    I'm starting to feel 'out of it' and old when I hear that guests now want to play games (Xbox) in their room. Let's not exaggerate, shall we? It will become a slippery slope if we start giving in to every new fad, just in case some guest likes it. It is already a chore to make sure that guests get the basic things right. Isn't it enough that I had to find a way to stop guests from changing the AC from cool to fan and then telling me it's not working?

    There is a danger of ignoring basic things if we include too many extras. One hotel I stayed in several times has all the things I need - comfortable, easy parking, decent breakfast, good internet, clean, but the last time I stayed I found that they had added one little extra a sort of fancy shower mousse. But the shower sprayed water onto the floor. I spoke to the manager and just told him that as a temporary solution I could be given some extra towels to put on the floor. But he refused and I slipped in the puddles which formed. There was trouble for him. 

    I know this post is about innovation but some of the ideas I read in the forum like putting fresh flowers in each room must be very old customs but I feel that they really add that extra something. 

     

  • Avatar
    Leandri Klopper

    Hey all, 

    Joey , it gets worse. I did some research and turns out people can even rent a Tablet or a WII console at some resorts! The idea behind it is to entertain the kids while the parent relaxes. If I had kids and we went to a lodge or somewhere with lots of activities at the resort, I would get so angry if the kids asked me to fork out more money so they can stay in the unit and play TV games. 

    So I agree with you, too much is too much. I don't go on holiday often, but when I do I painstakingly look for the Best place to spend my money on. I'm the Resort-Traveler type. I will go and stay at a resort for a week and then I don't want to run out of things to do, nor do I want to have to leave the property to get anything (such as food or entertainement etc). As long as the property has everything I need, the extras don't really matter that much. 

     

     

  • Avatar
    Zoinks

    Lee That is what I meant when I said we are not competitors -as we cater for very different clients.My vast majority are one night stays. Last March I got a booking for 7 nights for next year - for March 2019! She's just cancelled.

  • Avatar
    fluff

    Joey

    QUOTE

    My in room TVs are small. Really small by today's standards. I think they are 20 inch flat screens. Since prices have dropped I was wondering whether it was worth it to buy 32 inch ones. But I can't bear the waste of good TVs - which will just have to be thrown away.

    UNQUOTE

    I'm a bit late reading this BUT why not find a charity run hospice/orphange or similar that could do with a few sets. They'd be put to good use and gratefully received.

  • Avatar
    Lee

    Zsolt- What about mini bar items? What would you suggest? If I do that I have to put the room rate up 

     

    Thanks

    Lee

  • Lee - you can let them have water, chocolate, soft drinks or even a bottle of wine for long stay guests.

    I also increase my rate when necessary and inclusive is better than extras.

  • Avatar
    Palmforestpalolem

    Hi All, 

    I dont really know if this is a new thing but when I go to a hotel I love it if there is a direct USB charger port, instead of just your normal plug. USB direct charge is great because you don't need an international adaptor. 

    Also on the TV issue - a lot of business guest like to watch TV in the evening to unwind. Maybe thats why its so popular. Also, if people have kids, sometimes its easier to have netflix for kids on in the background :) 

    Also some hotels are providing smart phones with data sim cards in them so their guests can use Google/ Google maps when exploring without having to puchase a local sim. Might be good for a long term investment? 

  • Avatar
    fluff

    Price of wine depends on your country. Here, as you said, €10 Is needed for reasonable quality. In my previous country €3 was sufficient!

  • Avatar
    Zoinks

    fluff  You are right. A half decent local wine costs Euro 4.50 here. But he also offers 4 cans of Coke etc. I was just wondering if he only does it for guests who are on a long stay.

  • Avatar
    fluff

    Yeah, I see you point but there's also Coca Cola and copy cola, big difference in price ;-)

  • Avatar
    Zoinks

    Leandri Klopper - My in room TVs are small. Really small by today's standards. I think they are 20 inch flat screens. Since prices have dropped I was wondering whether it was worth it to buy 32 inch ones. But I can't bear the waste of good TVs - which will just have to be thrown away. 

  • Avatar
    Lee

    Joey- I will do it for all the guests. The cost for the free items is around €6.00 including a bottle of wine at €3.50.

  • Avatar
    Lee

    Bandara Group- No I have not heard of chatbot yet and no guests asked me for it. The only other app I have that mostly asian people use is kakao...

  • Avatar
    Lee

    Joey- aha so you are in the same island as me :-)

    What’s the name of your accomodation?

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    Lee

    Joey- I don’t do one night stay anymore as it involves a lot more costs such as the cleaning besides too much stress. When I offer a one night, I put the price really high that I don’t even sell it.
    You know here, a lot of competition and different prices so bookers prefer to pay less and stay elsewhere for one night stay.

  • Avatar
    Lee

    Bandara- thank you for the information. I tried to get this Chatbot but no sucess. It seems a chat app but I am sure I have downloaded the worng one...

  • Avatar
    Zoinks

    Lee

    - take it from me - what is said here is picked up by google. BDC can be trusted but protect your information from google as it might become counterproductive. I was happy to meet a fellow country man here and don't worry - we are not competitors as we are in different areas and cater for different types of guests. If there is a way for a private chat would I love to exchange idea about the local situation. 

  • Avatar
    Zoinks

    Leandri Klopper You are so right. Booking.com asks me if I offer a computer and a tablet. Heck no! I do have my office computer which guests an use for a short time under my supervision to let's say check in to flights or print some paper. 

    Years ago when WiFi and mobile internet devices were not yet a thing I allowed a  'guest'  to use my computer unsupervised. OK I was younger and stupider. He did not even bother to erase the history of his browsing - nothing shocks me but the fact that what he was doing was from my IP address on  my device made me realise that it is playing with fire.

     

  • Avatar
    Leandri Klopper

    Joey ,

    Oh boy, imagine having to explain a less-than-honorable search history to your internet provider. At least you have funny stories to tell. 

    When I was living at one of the properties, we used to go down to one of the local pubs. Turns out, no one visiting the property was really aware of this True gem! So I started advertising it. (Sort of because I became friends with the owners of the pub during my time there and partly becauset the place is nice and affordable.)

    How do you guys feel about Advertising something that you can't control? Such as a local pubs etc, what if your guests experience horrible service there and take it out on you?

    Keep well!

  • Avatar
    fluff

    @ Stoneybrooke

    You must have experienced something I've never come across, please expand on "abusing free WiFi".
    My curiosity is most definitely piqued.

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    Villa Junona Croatia

    Wow, wi-fi.... Some days ago our quests started complain about too slow interrnet. I took a look at what happens with my main router and discovered two unknown routers that were connected to mine via wi-fi. Both of them were used as hotspots to distribute traffic (which is paid by me!) to some other places. I still do not know wha made this and when. But when I changed the name of  our hotel WLAN and its password, internet became as speed as it was supposed to be

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