“OK” is sometimes a dangerous word for a hotel.

Correct means that the customer did not necessarily suffer.

But that doesn't mean he preferred it . Nor that he 'll come back. Nor that he 'll recommend it. Nor that he'll agree to pay more. Nor that he'll really remember the place.

In a competitive market, “correct” rarely protects the price.

A premium hotel cannot simply avoid disappointment.

It must create a reason for choice.

Satisfaction is reassuring.

Preference sells.

#GuestExperience #HotelMarketing #HospitalityStrategy