Amenities have a huge impact on the guest experience. But because most guests check in with a smartphone (and can stream video, schedule a car, and arrange food delivery), you may be thinking twice about the amenities you offer. Here, we help you consider your options by defining the basics and outlining what’s most desired by your best guests.
What hotel amenities do today’s travelers want?
1. What are hotel amenities?
Hotel amenities are the premiums, or extras, provided by those selling accommodations to guests. They will vary by type of property (e.g. luxury hotel vs. hostel) and from property to property.
Amenities include in-room extras – such as air conditioning, entertainment (TV/music), Wi-Fi, toiletries, robes and more – and on-property premiums – including parking, dining, pools, common areas, fitness and recreation options. Use of on-property amenities typically have an associated fee or cost. An amenity can include anything beyond the basics of a room, bathroom, and a clean, safe surrounding.
Are amenities and special offers the same?
Special offers are also perks, or extras, given to guests by a lodging provider and technically are a subset of amenities. The difference is that amenities are typically provided to all guests, while special offers can include with the sale of a room to attract a particular type of guest (e.g. families, business travelers, millennials) or increase room bookings during a specific period. Examples include free breakfasts for kids, complementary parking, free stays for pets, and discounts on services and available activities.
A word on going above and beyond.
The joy of travel stems from the personal connections made between people. You can foster these connections by generously sharing your local expertise, acknowledging special occasions, and making it easier for guests to experience what makes their destination special. We’ve outlined a few tips at the end of this article to help inspire you. Seizing opportunities to surprise and delight guests is part of creating a good guest experience, but is not considered amenities.
2. What amenities should every hotel include?
Amenities are an excellent opportunity to ensure your guests feel comfortable and pampered during their stay. However, it’s important to curate your amenities with an eye to your bottom line and ability to operate profitably. By including accurate and attractive content about your amenities in your listing, you can set proper guest expectations — and boost your property’s chances of appearing higher in search results on our booking websites.
You also want to create a consistent guest experience, selecting amenities that align with guest needs. If you have a luxury property, providing budget soaps and shampoos will likely be deemed subpar by your guests. But if your target traveler is on a budget, the simple availability of toiletries could differentiate you.
About 70% of guests told us they’re willing to pay extra for properties that have their favorite amenities and services. So, let’s focus on the in-room amenities that matter:
The basics
Assuming a well-kept, safe room at a good value is our baseline, let’s review the amenities most guests expect when they make a booking. Keep in mind, these will not differentiate your property, but not having them could impact your guest experience and result in less than glowing reviews.
Convenience
Free Wi-Fi, ironing capabilities, telephone, hair dryer, safe, plenty of hangers, luggage storage, etc.
Comfort
Air conditioning, blackout curtains, television, free toiletries, minibar, etc.
Increasingly, amenities that once differentiated a property – sustainable practices, robes and slippers, in-room entertainment, signature products – are becoming expected basics.
New essentials for today’s guests
Today, people travel with more devices than ever before — phones, laptops, tablets — and expect to be able to use them easily and frequently during their stay. This has given rise to a new set of essential amenities that every property needs to provide.
Fast, free Wi-Fi
Whether you cater to leisure travelers who are uploading photos, FaceTiming with family and streaming videos, or to business travelers sending emails and making video calls – it’s critical to have perfectly working Wi-Fi at all times, in all locations.
Charging stations
With all those devices, your guests need to keep them charged conveniently. In addition to power outlets, you can add USB ports near beds to accommodate guests who like to keep their phones nearby at night. If international travelers are frequent and desired guests, you might want to add universal sockets for added convenience.
Beyond plugs, think about providing desks where guests can use and charge their devices. Long a basic for business travelers, having a workspace is now essential for all traveler types.
Smart TVs and wireless speakers
In the era of binge-watching and on-demand video services, many guests now expect to be able to log in to their accounts from a hotel room anywhere in the world. Another nice touch, recognizing that most guests have their favorite music loaded on their smartphones, is to provide Bluetooth speakers. Guests can play their music and create a familiar, comfortable atmosphere away from home.
In-room coffee and complimentary water
With at-home capsule coffeemakers growing in popularity, many guests are delighted to find these machines available in their rooms. Even if your property offers room service, the convenience of quickly and easily preparing coffee themselves enhances the in-room guest experience. Similarly, complimentary bottled water provided on arrival and available throughout their stay is another amenity trend valued by today’s guests.
Don't forget: Include your accessibility and inclusivity features and programs in your property amenities. You can appeal to the widest pool of potential travelers by promoting a barrier-free, welcoming experience for everyone. Find out how one hotel showcases its accessibility to drive visibility on our platform.
3. How can you attract the right guests with amenities and special offers?
In our recent study, attractive amenities were the third most important factor to guests when it came to planning their next trip, closely behind cleanliness guidelines and flexible cancellation policies.
Beyond the basics, the right set of amenities for your hotel depends on the guests you want to attract. Families respond differently than business travelers, international guests differ from domestic, weekend get-awayers from week-long vacation stayers. Our guide to hotel marketing can help you clarify your best guests. Once you know, consider targeting them with amenities and special offers.
And remember, documenting your in-room and on-property amenities in your travel booking website listing will help match your property to guests looking for the experience you offer.
Business travelers
Amenities that matter: High speed Wi-Fi, comfortable desk and lighting, power outlets and USB ports, laundry services and the ability to iron, in-room coffee maker, breakfast/restaurants, fitness facilities, parking or shuttle.
Special offers that appeal: Free parking, complimentary breakfast, discounted laundry services.
Touches that delight: A complimentary drink to help them wind down at the end of a long day; a fruit plate or light snack when they arrive, especially if the journey is long or the hour is late.
Families on holiday
Amenities that matter: High-speed Wi-Fi, in-room kitchen/coffee maker, breakfast/restaurants, pools, pet-friendly, in-room entertainment, activities.
Special offers that appeal: Anything that makes traveling with kids more affordable and hassle-free: packaging your hotel with a flight; offering a free night after a minimum three-night stay; providing complementary breakfasts; free parking or shuttles and free pet stays.
Touches that delight: Recommendations for family-friendly activities and must-see sites, free bike rental availability of beach, pool or snow toys, stashes of puzzles or games, special treatment for the family pup.
Weekend and special-occasion guests
Amenities that matter: High-speed Wi-Fi, balcony/view, pool/hot tub, in-room entertainment in-room coffee makers, high-end toiletries, robes/slippers, pet-friendly, activities.
Special offers that appeal: Anything that makes the most of their time: flexible check-in and check-out times, luggage storage, free parking and shuttles, complimentary breakfast.
Anything that makes their stay special: Complimentary champagne, discounts at spas or on activities, discounts in restaurants, etc.
Touches that delight: Acknowledgement of birthdays, anniversaries, or honeymoons; local recommendations for special-occasion dining, hiking trails, and must-see sites; celebratory in-room gifts such as fruit plates, decadent deserts, or wine.
4. More ideas for impressing your guests with amenities
Never underestimate the power of a simple, thoughtful gesture to make a guest’s stay truly special. Above and beyond the amenities you offer, employ these three tips to elevate your guest experience.
Write personal notes
In a world of social media and texting, a hand-signed note stands out as something special. Words of welcome, congratulations, and happy birthday wishes help personalize a guest’s stay and communicate that they are valued.
Share local knowledge
Although guests spend a lot of time researching their destination to discover all there is to see and do, your local knowledge can take their experience to the next level. Create your own top ten lists of where to eat local delicacies, take a yoga class, go for a run and catch the sunrise, and experience your location’s history and culture. You can share these at check-in, provide them in your rooms, or send them ahead of time to help guests anticipate their trip.
Delight with welcome gifts
Arriving in their room to discover a gift elevates a guest’s first impression and sets the tone for their stay. Leverage local products and flavors to add special meaning to your gesture – consider local chocolates, wines, fruits, soaps, or lotions. If your property has a restaurant, you can showcase their talents with gifts of cookies or snacks.
Although these special touches are primarily a means to go the extra mile for your guests, they also differentiate your guest experience and are likely to be referenced in reviews.
Make sure to both reflect your unique amenities in your listings and ensure your amenities meet or exceed guest expectations; not only does a complete property listing improve your visibility on our websites, so too do positive guest reviews. Log into Partner Central to see the impact amenities can have on your sort order.
