Why Transparency Is Key to Hotel Positioning

There is no magic formula for success: boldness, tenacity and ingenuity are part of the recipe, but they are not everything. The hospitality industry has understood the need to evolve in order to survive. While these elements provide the essential ingredients, one secret ingredient is still missing—the cherry on top: transparency, which has become paramount in light of the many expectations of guests seeking clear information.

The evolution of the hotel industry is well underway, and products and services are changing to better meet guests’ needs.

Regardless of the type of offering a hotel provides, it is important to position it within the range of guest expectations. Being able to inform guests is one of the levers for strengthening relationships and avoiding disappointments that could ruin their experience.

Transparency is not an overused word. I would even say it is a central concept in meeting the growing number and variety of needs. Who buys a car without knowing exactly what features it has? Decisions are difficult to make when it is unclear what lies behind an offer.

Offering a spacious, comfortable room is a good way to create guest expectations, while clearly informing them about the size of the spaces and the products and services available provides reassurance and simplifies the relationship between guests and hoteliers.

Price and availability are no longer all that matter. Hoteliers are working to modernise their product and adapt it to today’s clientele, but this change must go hand in hand with clear communication. Room amenities, the materials used, the precise origin of food, the presence of allergens, connections with the local environment and so on are all key elements that allow each property to cultivate its differences.

The internet has revolutionised purchasing, so today’s guests have multiple sources of information to help them choose their hotel, and review websites are built around this need for reassurance.

To regain control of their communication, hotels can choose to be transparent with guests, thereby renewing their relationship with them. In this way, they will be able to eliminate those hidden flaws and regain control of their online reputation.