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How to create an outstanding customer experience in a small hotel

How to create an outstanding customer experience in a small hotel

In the hotel industry, creating an outstanding customer experience is an imperative, especially for small establishments seeking to stand out in a competitive market. While they often do not enjoy the global renown of larger hotel groups, their modest size brings other advantages. In this article, we explore three key strategies that small hotels can adapt to leave their guests with a memorable impression.


Build close relationships with your customers

Unlike most large hotel chains, smaller establishments have the advantage of being able to get closer to their customers, interacting with them directly and learning about their preferences. Using this information, along with that gathered at the time of booking, you can personalize your welcome and services. Whether it is greeting them by name, offering them a customized breakfast or giving them personalized advice on local activities, the most important thing is to show them that you are attentive to their needs and ready to go beyond expectations.

The end of a stay is generally a good time to gather your customers' impressions of their visit to your establishment, and if you are close to them, they will be more likely to give you sincere and constructive feedback, useful for improving your services. Encouraging them to leave reviews online can make you more attractive to future customers. And responding to reviews, whether positive or negative, is crucial: a Harvard Business Review article showed that hotels that respond to reviews receive more additional reviews, and their ratings improve.


Create a warm, comfortable atmosphere

And right from the start, the reception is the first contact between the guest and the hotel, so it must be impeccable to leave a lasting first impression. Small details like a warm smile, a firm handshake and a friendly word of welcome can make a big difference.

Maintain that positive impression by making sure rooms are impeccably clean, well appointed, and comfortable: according to a 2017 study by Cornell Hospitality, "comfortable", "warm" and "clean" are among the most mentioned words in online reviews. Our guests particularly appreciate rooms where every comfort detail is considered, from the comforting thickness of duvets to the softness of facecloths, to the delicate scent of amenities and the fluffiness of slippers. And we've got just what you need, whatever your standards! Visit our website or contact us to find the right products for your needs.

Small touches like leaving fresh flowers, sweets, a welcome letter, or a local guide in the room can also add a special note.


Distinguish yourself from other establishments with a unique touch

It is essential that the ambience of your hotel reflects the image you want to associate with it. This will reinforce your brand image, differentiate you from competitors and offer memorable experiences to your guests. To this end, you can train your staff to perfectly embody your establishment's values and opt for decoration and equipment that reflect its unique character.

Again, feel free to call on us to personalize your establishment with tailor-made products, such as items in specific sizes or colours, or bathrobes and slippers bearing your logo. Our team of experts will carry out your personalization projects with meticulous attention to detail.



With the right strategy in place, small hotels can create an exceptional guest experience. By developing close relationships with guests, creating a warm and welcoming atmosphere, and setting a distinctive tone, owners can not only retain existing customers, but also attract new ones through positive word-of-mouth and online reviews. And we're delighted to see that many of our customers, by investing in these methods, have been able to turn their small establishment into a destination of choice for travellers seeking an authentic and memorable experience.