Updating your hotels amenities might be the missing piece to improving satisfaction and driving great guest reviews.

This episode will guide you through practical steps for upgrading and maintaining the right amenities to keep guests happy and coming back.

Running a successful hotel means knowing guests expect more than a comfortable bed. They come for the experience. A key part of that experience is the amenities you offer. But here’s the thing, your hotels amenities can either elevate the guest’s stay or leave them questioning your commitment to their comfort.

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As a hotel owner, it’s crucial to ensure your amenities are both up-to-date and functional. After all, who hasn’t heard the horror story of a guest discovering a “state-of-the-art gym” with equipment from the 1980s? Or worse, a pool that’s closed due to maintenance – again! Today, I’ll share how to stay on top of this aspect of your hotel, what amenities matter most, and how to avoid the common pitfalls that can frustrate your guests.

Start with the Essentials

First off, let’s talk about the basics. These are the non-negotiable amenities. If you get these wrong, nothing else you offer will matter. So, what’s on the list?

1. Wi-Fi: Slow, or spotty Wi-Fi is a dealbreaker. It’s no longer a luxury. Guests expect reliable, high-speed internet whether they’re travelling for business or leisure. If your Wi-Fi feels like dial-up, it’s time for an upgrade.

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2. Comfortable Beds: Think about it. How often do people book a hotel because they heard the beds were heavenly? A good night’s sleep is everything. Invest in high-quality mattresses, pillows, and bedding. Don’t skimp here, your guests will notice.

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3. Hot Showers: Ever had a guest call the front desk because the water won’t heat up? Yeah, that’s not a good look. Reliable, hot water is one of those “behind-the-scenes” necessities that makes a huge impact. Keep your plumbing in top shape and regularly check water heaters.

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4. Cleanliness: I shouldn’t have to mention this, but you’d be surprised. Clean rooms, clean common areas, and a spotless bathroom—it’s all part of a solid first impression. Trust me, guests won’t care about your rooftop bar if their room isn’t pristine.

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Think you’re on top of these essentials? Good. Now, let’s move on to the extras.

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Guests Actually Want

Guests’ expectations have shifted dramatically in recent years. We live in a tech-savvy world where convenience and personalisation are everything. Here are some amenities that are quickly becoming “must-haves.”

1. Smart TVs: Long gone are the days when a TV with basic cable was enough. Now, guests expect to log into their Netflix or Disney+ accounts. If your TVs don’t offer smart features, you might be giving your competitors an edge.

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2. USB Ports and Outlets: Ever noticed how guests are always searching for a place to charge their devices? It’s almost as if there are never enough outlets. Adding bedside USB ports and extra power outlets is an easy way to make your guests’ stay more comfortable.

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3. Complimentary Breakfast: Guests love free stuff, and a complimentary breakfast is always a winner. It doesn’t have to be fancy. Even a simple spread of fresh fruit, pastries, and coffee can make all the difference. Bonus points if you can offer local or organic options.

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4. Fitness Facilities: Not all guests will use them, but the ones who do, really appreciate it. If you have a fitness room, make sure the equipment is well-maintained and modern. Treadmills with frayed belts and dusty dumbbells aren’t doing your hotel any favours.

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5. Sustainability Features: Guests, especially younger ones, are becoming more eco-conscious. Offering energy-saving options like low-flow showers, refillable toiletries, or even recycling bins in the rooms can set your hotel apart. Green initiatives are not only good for the environment but also show your guests that you care about the bigger picture.

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Regular Maintenance

Here’s a tip that can save you a lot of headaches. Perform regular maintenance checks on all your amenities. I know, it’s not glamorous, but it’s vital. Imagine this, a guest checks in, excited to use your well-advertised hot tub, only to find it’s out of order. That disappointment can quickly overshadow everything else you’ve done right.

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A preventative maintenance schedule can keep everything running smoothly. Have your team routinely inspect fitness equipment, check that all in-room devices are functioning, and test Wi-Fi speeds. And don’t forget the small stuff, like making sure your coffee machines are working. A simple malfunction can lead to bad reviews, and we all know how much weight those carry in today’s world.

Stay Current

Technology and trends change fast. You can’t afford to be left behind. Are your rooms still decked out in early 2000s décor? It’s time for a refresh. Guests are increasingly drawn to modern, minimalistic designs with practical, smart features. Even small changes—like upgrading bedding, replacing carpets, or adding a sleek coffee maker—can make a huge difference.

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Another thing to consider is staying on top of guest feedback. What are people consistently asking for? Do you notice a trend in requests for specific types of pillows or more vegan-friendly options at breakfast? Listening to your guests can help you adapt and stay relevant.

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Are You Offering Too Many Amenities?

This might sound strange, but offering too many amenities can backfire. Trying to please everyone might stretch your resources thin. Focus on quality over quantity. It’s better to have fewer, well-maintained amenities than a long list of offerings that don’t function properly.

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Prioritise what your target audience values most. If you’re a business hotel, a state-of-the-art conference room will matter more than an elaborate spa. If you’re a family-friendly resort, parents will appreciate kids’ clubs and safe play areas. Always keep your market in mind when making decisions.

Craving more ingenious tips to transform your hotel experience? Dive into our exclusive guide, ‘Unlocking Hospitality Success: 25 Must-Know Insights for Independent Hotel Owners’. Consider it your personal roadmap to thriving in the hospitality world. Don’t miss out on this golden opportunity to revolutionize your establishment. Check the link in the show notes and start your journey to the top!

What amenities do you feel are most important to your guests? Have you found a particular offering that gets rave reviews or one that doesn’t seem worth the investment?

Let me know in the comments below.

In Conclusion

Amenities are more than just add-ons. They’re a reflection of how much you value your guests. When they are up-to-date, functional, and well-maintained, your guests will take notice. Happy guests become repeat visitors. And that’s the goal, isn’t it? Keep your amenities relevant, reliable, and in line with what your guests truly want.

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So, are you ready to make those upgrades? Start small if you need to, but always keep moving forward. Your guests—and your bottom line—will thank you.

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In the next episode, I will be chatting with Bob Brown aka “The Dirt Whisperer”. Your foundation expert.