Currently, we observe that many hotels still charge their customers with extra fees, such us wifi fees during their stay at the hotel. While this practice was common in the past, nowadays, when the competition in the hotel industry increases it needs to be taken into account that on-top-of-the-price fees radically decreases customer satisfaction.

The cooperative Gruppo La Meridiana provides you with smart solutions in your hotel pricing. Through a set of experienced hospitality experience consultants Gruppo La Meridiana helps you notice where your pricing might interfere with the customer experience decreasing significantly customer satisfaction and, in a long run, customer retention and overall profitability.

Customers don’t enjoy being charged extra during their stay at a hotel. Studies show that guest register a significant reduction in satisfaction with hotels’ costs and fees structure when the Wi-Fi isn’t free. When charged extra for minor services hotel guests feel treated in a petty manner, they feel the stay at the hotel is ‘all about the money’. This, in turn interferes with the flow of experience at a hotel, can bring your customer experience crashing down and cause catastrophe for your business.

Solution: Put Enchantment over Money

While maximizing profit of your hotel is clearly a priority, you must bear in mind that in order to provide best customer experience the hotel guest must feel enchanted and as if money was of secondary importance during their stay. Clearly, the customer is aware they are paying for the stay at your hotel, but they want to enjoy the stay at the hotel first and foremost. If their experience is constantly interrupted by extra charges (such as wifi charges, breakfast charges etc.), they get the feeling that money to the hotel owner is of top priority. As a hotel manager, you need to create an illusion that money is almost not significant at all, you need to create an atmosphere of hospitality, a feeling that you are hosting a guest as a friend in your glorious space, the guest needs to bask in all the entertainment provided by your property and forget themselves. That’s when they are having the most wonderful experience and keep coming back.

Charging money during customer stay is important, but Gruppo La Meridiana can help you do it in a way that will not interfere with the customer experience and help your business flourish. Grupo La Meridiana, with its broad spectrum of pricing specialists, can help you orchestrate your pricing in a way that is both profitable to your business while at the same time making clear to the hotel guests that money is not central to your enterprise.  That way, you can increase customer experience, retain customers and make your hotel highly profitable.