How Hotel Website Can Tap into Guest Emotions


Do you want your hotel guest experience to be top-notch? By improving the customer experience, do you want to increase bookings? Then you have landed on the right page!

Wondering how to do this? Let us explain it to you.

Although a satisfied guest was delighted with their stay at your hotel, this does not guarantee that they will return. If people don’t connect with your brand, they may be swayed by price, location, or amenities the next time they book a stay.

Here comes the role of creating a meaningful experience that will linger and ultimately be shared; you have to connect emotionally with the tourists.

This blog has discussed ten ideas on how your hotel website can tap into guest emotions.

Tell your story

Humans are born with the need to tell stories. We’ve told stories over the campfire for thousands of years, and our passion for stories continues today. We read books, go to the movies, binge-watch Netflix and post photos of our travels on social media. Stories give meaning to our lives and help us understand the world.

Hoteliers are well aware of this fact; therefore, hotels are using storytelling to interact with their customers these days. They spend more time appealing to emotions than reasoning to reach the most primitive parts of the brain.

Stories reveal the heart and soul of your brand beyond products and services. They encourage guests to learn more about you, such as your hotel’s culture or origin story. It is therefore important to take the time to find out what your users think of your hotel.

Be emotional

Research says, “Decisions are usually made when emotions dominate reasonable brain processes.” In addition, strong emotional stimulation is the key to success.

For hoteliers, this means maximizing the emotional value of your hotel. It must help tourists to relax and have fun. It should help them bond with their partner or family to ensure lasting memories and enhance the hotel guest experience.

Create an emergency

OTAs are experts at generating a sense of urgency in their customers, leading them to reach for their bank cards. Constraints, such as thinking of a short time frame to take advantage of a good deal or a fixed number of rooms available, are powerful motivators for customers.

Another strategy is to create language that promotes urgency. For example, a reduced price only for the next 3 hours would be great for creating urgency.

You can also use an extremely effective countdown timer that alerts visitors that they are getting closer to missing a lot with every passing second.

Keep it simple

People are conditioned to make the easiest decisions. Keeping it simple is an essential aspect of any online purchase.

By simply defaulting to the most common options in the hotel booking process, you’ll eliminate the paradox of choice for hoteliers, saving time and making it easier to complete the booking process. Therefore, it will exceed the expectations of hotel guests.

Keep track of your visitors’ tastes

All tastes or opinions of a customer must be registered in the reservation system so that they can be remembered during the next reservation. This is essential if they were dissatisfied with something or strongly preferred something.

Keep a checklist of the reason for their visit – a family wedding or a winter vacation so you can remind them each time they visit your website again.

Use the fear of missing out

FOMO (Fear of Missing Out) is a big challenge, rising faster than ever. We all suffer from FOMO in one form or another. Hoteliers have a unique opportunity to take advantage of this attitude and convince people to book.

These include displaying the number of people who have recently booked a stay, for example six guests have booked a room in the last 12 hours, or displaying the number of luxury and deluxe rooms still available in the inventory, as only three additional Queen suites are available.

This reveals that other tourists have chosen to stay at your hotel and will book a non-FOMO room. Here you can see hotel websites tap into customer emotions.

Reduce buyer guilt

As all hoteliers know, a full room is not yet cause for celebration. Indeed, clients may cancel due to a change of plans or, worse, a sense of guilt. We all feel it, don’t we?

Travelers need post-booking comfort even after spending hours researching hotel stays, reading reviews, and finally booking a stay. Help them make their buying decision. This will undoubtedly increase the guest experience of the hotel and the emotional connection with customers.

So, once a room has been booked, greet the guest and reassure them of their decision to stay with you. You can execute this by reminding your booked guests what makes your hotel and location worth visiting in their booking confirmation and pre-stay communications.

Another brilliant tip to reassure their decision to stay with you is to encourage them to share the news on social media.

When guests reveal where they plan to stay for their future vacation, they’re less likely to change their minds and cancel, and they’re also more likely to become unwitting followers of your hotel.

Deliver customer value from the start

According to research, visitors are more likely to do you a favor if you do something first. This is what is called in marketing reciprocity or the principle of give and take. Tourists will have a natural need to reciprocate if you provide something of value upfront.

Leading travel agencies have already used the reciprocity strategy to increase their reach and revenue.

In exchange for a guest’s email address, most hotels guarantee exclusive “secret deals and offers” that will never be shown on their website to anyone.

When users sign up for TripAdvisor’s email newsletter, they provide additional, intelligent travel suggestions. Later, they can use these mailing lists to promote them regularly, bringing that one-time visitor closer to booking.

Include reciprocity on your hotel website to enhance the hotel experience by providing:

  • Expert suggestions for getting the most out of your trip. This indicates that you want to provide an authentic local experience rather than just marketing the same tourist attractions as every other hotel.
  • They will receive a free or discounted benefit when they first book, such as free parking, a free aperitif or a spa coupon.
  • Only those who provide their email address will receive special offers.

speak their language

Are your visitors primarily families trying to create lasting experiences throughout their vacation? So avoid using fashionable jargon. Create your copy with family values ​​in mind.

Is it possible to market to millennials? Avoid using boring and irrelevant words. Identify who your target audience is, how they communicate, and how they work to become “one of them”. By identifying them, you can offer them a smooth hotel guest experience.

Use humor

Humor has a powerful power of attraction over people. Use it on your website to exceed guest expectations in hotels. The blog is one of the best places to show the true character of a hotel. Here you can add humor to make travel lovers find it interesting. With this, you can tap into the emotions of the guests.

Use emotions to boost your direct bookings

For years, managers have used emotions to influence customer decision-making. Your hotel can win the minds and hearts of your tourists and bring them closer to a reservation by applying the 10 ideas above.

With AxisRooms booking engine software, you can easily manage your reservations through your own hotel website. Partner with AxisRooms today to benefit from all their advantages.

AxisRooms Editorial Office

AxisRooms, a provider of software suites for the hospitality industry, is committed to helping your business grow, not only with our cutting-edge products and services, but also with the latest travel industry updates and of the hotel industry. Do you have something to say ? Write to us at: [email protected]

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