“If you’re looking for a good night’s sleep, this is not the hotel for you.”
It’s hard to imagine a more damaging review than this. It’s not surprising that that review provide to be a turning point for that particular hotel. What is surprising is that it signalled a positive change in the hotel’s fortunes.
Realising that they simply couldn’t afford to do nothing, the hotel acted. They invested in creating a number of quiet rooms for their guests. And the positive impacts have been significant:
- Zero complaints from guests in the quiet rooms
- A positive marketing edge over neighbouring hotel.
- The ability to offer a blissful night’s sleep in the centre of London
- A tangible shift in the happiness of guests, and the morale of staff
Given the various ways in which external noise, especially in London, is on the rise – with an expected increase in air and road traffic – this is a problem that is likely to escalate. And if you doubt how important noise is to hotel guests, consider this.
- Noise was and is the major complaint among hotel guests
- Only 25% of noise complaints are reported
Want a few more details? Consider these:
- 68% of hotel guests are more likely to leave a negative hotel review after a bad experience than they are to leave a positive review after a good experience
- 86% of people are less likely to recommend a hotel if they had a bad noise-related experience
- 82% of people are less likely to stay in a hotel if they see multiple bad reviews