You can overdeliver, only after you’ve delivered promised.

Guests are paying for what you promised. They have expectations and THEY EXPECT you to fulfill them.

If you want to have satisfied guests, FIRST STEP is to deliver promised.

That is why it’s never good idea to advertise your hotel better THAN IT ACTUALLY IS.

Yet, majority does exactly that. Because, their goal is for people to buy. But if you are going to disappoint them once they come, it’s a LONG-TERM LOSS.

This is the way to DIFFICULT operations and UNSUCCESSFUL business.

Bad reviews, disloyal guests, complicated and ungrateful guests who always ask for more, messy operations and higher costs while actually trying to save up.

Therefore, delivery must always be on point. Give them what they bought.

If you try to make up for false marketing by providing some shiny stuff, cheeky product or decoration, it won’t help.

Don’t try to surprise them and show an extra care BEFORE you show up with respect to the expectations YOU set through your marketing and offer.

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