Pratiksha Pais, Consultant, spoke to our editorial team about why guest experience is fast becoming hospitality’s most valuable currency. From personalised service touches to empowered teams and intuitive tech, she unpacks how great experiences drive loyalty, reputation, and long-term commercial success.
Q – Why Guest Experience Is the New Currency in Hospitality
A – Imagine this.. You’ve been travelling all day. Your flight was delayed, your phone is drained of power, and you still can’t tell if your checked bag has arrived.
The hotel desk staff greets you by name, offers you a welcome drink, and says, “We heard about your delay. We’ve already upgraded your room so you don’t have to break a night.”
Immediately, the exhaustion fades a little. You feel seen. You feel valued, even before check-in. This is the magic of great guest experience.
Pratiksha Pais
Consultant
It’s More Than Just a Room
Most people don’t remember how fluffy the towels were or how many inches the TV was.
What they’ll remember is the little moment that made them feel like someone cared – like the check-in clerk who offered warm tea when your child looked tired. Or the concierge who walked you to the elevator themselves.
Guest experience is in the little touches that turn a bland stay into a memory worth sharing with others.
Q – Why It Matters (Way More Than You Think)
A – GOOD EXPERIENCES = LOYAL GUESTS
Good experiences create loyal guests who, while possibly fewer, still return and, just as importantly – they talk. And post.
BEFORE BOOKING, GUESTS READ REVIEWS
Before guests even decide to visit: TripAdvisor, Google, or Instagram. A single comment about a stained towel or unfriendly check-in staff? History.
On the other hand, a hotel that personalises? Voice note in the room, handwritten welcome card, or just someone remembering what your guests welcome with. It all counts.
MORE MONEY FOR YOU
Happy guests spend more on room service, spa treatments, upgrades, and they’re more likely to return. Fewer blanks to book fast.
EASY EVERYTHING
Fast check-in, intuitive apps, no hidden hassles. Guests don’t want to use their brain when working where they travel.
EMPOWERED STAFF
Hotels where staff are trained to make decisions (and solve problems instantly)? These are the ones guests rave about.
IT’S YOUR SECRET WEAPON
In a sea of hotels, experience is how you rise above. It doesn’t have to be the biggest or the fanciest. Just be the one that knows how to turn CX/AX into guest loyalty.
Q – So, What Makes a Guest Experience Amazing?
PERSONAL TOUCHES
Remembering a guest’s favourite evening drink.
Leaving a “Happy Anniversary” card. Offering a quiet dining table when they arrive visibly tired.
Personal touches are all about care, and it doesn’t have to be complex. It can be as small as a single note or as detailed as a crafted package on arrival. Guests remember how you made them feel.
CONSISTENCY
It’s not just about one person being amazing – the value comes from consistency across departments. From housekeeping to valet, make the brand values clear and lived.
At the end of the day, people keep booking if what they got last time is what they get next time.
Hotels that understand this will win in the long run.
Great guest stays (you focus every touchpoint with this in mind) don’t just build reviews – they also build reputation, loyalty, and staff pride.
And in a world of rising costs and falling attention spans, that’s how you transform your hotel’s story.