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STAAH Blog

  • Home
  • MANAGEMENT
    • The Role of a Hotel Revenue Manager:…

      Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
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  • News
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      STAAH Achieves Prestigious Seamless Product Badge from…

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      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
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      Bookings rise beyond expectations for boutique UK…

      The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

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Is Your Hotel Ghosting Guests? Tips for a Memorable Bookings

11 September 2024
hotel ghosting guests

First impressions can make or break a guest’s experience. When a potential guest tries to book a room, your hotel’s response sets the tone for what comes next.


If the process feels slow, unclear, or unresponsive, you might be ghosting your guests without even realizing it. Don’t worry! With some smart changes, you can make your booking process amazing and memorable for everyone involved.

How to Deliver a Memorable Bookings Experience for Guests

1. Streamline Your Booking Process

Guests want convenience, and they want it fast. A seamless booking process should be intuitive, with minimal steps from start to finish. Make your website easy to navigate and optimize the booking engine for speed and simplicity. A cluttered, slow site can deter potential guests before they even hit ‘book.’

2. Be Responsive and Proactive

One of the most common complaints from guests is a lack of communication. Ghosting isn’t just about not responding—it’s also about not anticipating their needs. Automate confirmation emails, offer instant booking options, and follow up with personalized messages. Make your guests feel valued before they even arrive.

increase hotel booking

3. Leverage Technology for Personalized Experiences

Integrating a smart booking system that collects guest preferences can go a long way. Personalization is the key to making guests feel special. For returning guests, show them you remember their past stays and preferences. For new guests, ask what they need and tailor their experience accordingly.

4. Mobile-Friendly is a Must

A significant portion of bookings happens on mobile devices. If your booking system isn’t mobile-friendly, you’re losing out. Ensure your website and booking process are optimized for smartphones and tablets. A clunky mobile experience can lead to frustration and lost bookings.

5. Add a Human Touch

Technology is essential, but don’t forget the importance of the human touch. Whether it’s a live chat option or a follow-up call after a booking, these personal interactions can elevate the guest experience. It’s not just about making the booking process efficient—it’s about making it memorable.

6. Don’t Underestimate the Power of Follow-Up

Your guest booked a room—great! But the journey doesn’t end there. After their stay, send a thank-you email, request feedback, or offer an exclusive discount for their next visit. Keep the relationship alive and ensure your hotel remains top-of-mind for future stays.

Enhance hotels guest experience

7. Be Transparent

Hidden fees, unclear policies, and vague information can lead to frustration. Guests appreciate transparency—be upfront about all costs, policies, and procedures. A well-informed guest is a happy guest, and they’re more likely to book with you again.

8. Monitor and Improve

Use guest feedback and booking data to constantly refine your process. What worked? What didn’t?

Regularly review your booking system and communication practices to ensure you’re offering the best possible experience. The more you improve, the less likely you are to ghost your guests.

Final Thoughts

In an era where online bookings dominate, your hotel’s booking process is the first real interaction guests have with your brand. Don’t let a poor experience turn into a ghosting situation. By streamlining your process, being proactive, and adding personal touches, you can turn potential guests into loyal customers who’ll remember your hotel for all the right reasons.

Must Read: How to increase hotel bookings and revenue without trying too hard


STAAH Booking Engine 1

Is Your Hotel Ghosting Guests? Tips for a Memorable Bookings was last modified: September 30th, 2024 by Nashi Dasgupta

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