How to Improve Guest Care (and Earn Reviews) at Your Hotel

Every missed call to reception makes for a worse guest experience, and that friction shows up in the reviews. The problem is almost never the service itself, but how inconvenient it is to ask for it: picking up the phone, walking down to reception, or waiting for someone to stop by the room.

Friction, not service, is the problem

A guest by the pool, in the spa, or in the room rarely wants to get up to ask for a towel or check breakfast times. If the easiest channel is a call that might not be answered right away, many requests simply never get made — and the experience suffers without the hotel ever knowing.

Where to place NFC in your property

Nightstand, pool area, or spa counter: the guest taps their phone and the WhatsApp chat with reception opens instantly, with no number to look up and no trip downstairs to ask in person.

The bonus: the review comes on its own

Once you remove the friction of asking for something, the overall experience improves — and that's the perfect ground for asking for a review at check-out, without it feeling forced.

A real case

"Communication with our guests has completely transformed," says the management of Las Palmeras Camping, a property that applied this same approach in its common areas.