Guests love tailored touches—just not stalker vibes. Let’s find the sweet spot.

In this episode, I’ll show you how to personalise hotel stays without overstepping.

👋 Welcome back, Hotelier! Before we dive into today’s episode, make sure you subscribe and ring that bell so you never miss a chance to boost bookings and reduce stress.

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🔑 Why Personalisation Matters More Than Ever

You’ve probably heard the phrase “the little things make the biggest difference.” Well, in hospitality, they do. Today’s guests aren’t just looking for a clean room and a decent breakfast—they want to feel seen. But here’s the kicker: go too far, and you’ll end up on their “never again” list.

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So how do you personalise without creeping people out?

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Stick around—because at the end of this episode, I’ll share one brilliant tactic that increases guest satisfaction and repeat stays… without collecting one single data point.

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👂Speaking of which, when was the last time you felt truly seen as a guest?

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Want more insights like these? Check out the Hotelier Helpcast Podcast here:
🎧 hotelierhelpcast.com/podcast

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🎯 Know the Line: Personalisation vs. Intrusion

Let’s start with the elephant in the lobby: privacy.

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Yes, guests want to be treated as individuals. No, they don’t want to feel like you’ve been scrolling their Instagram feed.

Ask yourself:

• Did they offer this info?

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• Are you using it to make their stay easier—or to show off what you know?

Example:
Good: Remembering they like almond milk from a past stay.
Creepy: Leaving a magazine in their room about their hometown.

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✅ Tip: Use your PMS or CRM to track guest preferences—not personal trivia.

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🤝 Start With the Basics—Actually Listen

Ever check in somewhere and say, “We’re here for our anniversary,” and then… nothing?

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Missed opportunity.

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Train your team to tune in. Personalisation doesn’t always need a database—it needs ears.

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One hotel owner told me how they started keeping a “guest moments” notebook at the front desk. Nothing fancy. Just a few notes per stay. Now, guests walk in and get greeted with, “Happy anniversary again—same room as last year?”

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That’s hospitality magic.

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📱 Let Tech Do the Heavy Lifting (Smartly)

Tech is your friend—if you use it right.

• Use automated emails to offer upgrades based on booking type.

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• Let guests choose preferences pre-arrival (firm pillows, late check-out, etc.).

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• Don’t guess—ask.

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🎯 Tool Tip: PMS software like Cloudbeds, Little Hotelier, or Mews can store preferences without turning your front desk into a detective agency.

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But remember, don’t overdo the automation. Nobody wants an email that says:

“Dear guest, we noticed you visited Room 202 six months ago and ordered tiramisu at 8:46 PM…”

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👣 Personal Touches That Don’t Invade Privacy

Here’s where you can shine without scaring anyone.

Try these:

• Use a guest’s first name (spelled right!) in greetings and notes.

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• Offer a choice of welcome drink on arrival.

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• Have a few flexible extras available: a phone charger, reading glasses, kid-friendly snacks.

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Guests don’t expect a mind reader. They do love thoughtful touches.

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Have you ever had a guest tear up over something simple, like the way you remembered their pet’s name?

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💡 Don’t Personalise for the Sake of It

Sometimes, less is more.

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If someone’s on a business trip, they probably don’t want their towel folded into a swan.

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If someone booked through an OTA and you’ve never met them, maybe skip the hand-written poem.

📈 Instead, focus on functional personalisation:

• Flexible check-in/out.

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• Quiet room preference.

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• Favourite breakfast spot recommendation.

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Want to hear the kicker?

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🧠 Here’s the final tip I promised:
Set up a “Guest Notes” board (digital or physical) for staff-to-staff handoffs. This keeps the experience consistent, no matter who’s on shift.

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Still winging it with spreadsheets and second guesses?

There’s a better way.

“Your Independent Hotel Blueprint” download lays it all out—seven clear steps from dream to done.

Grab it now. Free. Field-tested. Owner-approved.

You can find a link in the show notes.

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What’s the best guest response you’ve ever had to a small personal touch?
Drop your answer in the comments—we’d love to hear your wins!

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You Key Takeaways

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In Conclusion

The goal? Create a personal, memorable experience that guests choose to talk about. Not because it was creepy—but because it made them feel at home.

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When you get this right, you build loyalty. Not through gimmicks, but through genuine connection.

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💥 Want help building systems that make this second nature? Check out the full course:
“The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, and Less Stress.”

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 If you like this episode, then you will love.

Why Professional Warmth is Your Hotel’s Ticket to Repeat Guests-022

You can find it on the Hotelier Help Cast website.

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