The Game Has Changed
Have you noticed? Maybe you’re feeling it—or perhaps wondering why your efforts aren’t delivering the impact they once did. The shift is in what guests expect. They don’t just want great service—they want it faster, smoother, and without asking twice. It’s the era of instant gratification.
While industries like airlines, retail, and banking have adapted to meet and even drive these expectations, many hotels have not. By letting this happen, and avoiding taking action the reality is that you risk being left behind.
What Instant Gratification Looks Like (And Why It Matters)
So how does it work when a tired traveler checks into your hotel after a long day?
Is it a smooth, quick experience, or is it filled with delays and frustration? If their first interaction involves waiting in line, filling out forms, and repeating information they’ve already provided, frustration sets in. No matter how many times you add “Let us know if you need anything,” it’s unlikely to turn the tide.
Compare that to being greeted with a warm smile and efficiency—a seamless digital check-in, a keycard handed over, or even access to their room key on their phone. For added impact a personalised welcome offer, such as: “Welcome, Sarah! The chef recommends tonight’s truffle risotto, paired with a complimentary glass of wine” is included.
Alternatively, what about:
A couple on a weekend escape—curating an experience like a spa session to help them unwind before dinner, or flowers and wine waiting in their room. These are the thoughtful touches that elevate the guest experience.
or…
The business guest in town for a packed two-day conference. As they connect to the hotel Wi-Fi, a prompt could offer express laundry services to ensure they’re prepared for their next meeting, or highlight early check-in and late checkout options, giving them uninterrupted time to work.
What makes these interactions stand out? They save time and provide personalised services that anticipate guests’ needs, making them feel valued before they even have to ask.
That’s the magic of instant gratification—pairing a guest’s desires with your ability to fulfil both their known and unexpected needs at speed. And when done right, it strengthens your brand, builds loyalty, and drives revenue and business success.
Lessons from other industries
This customer-centric approach in meeting our era’s higher and higher expectations and need for instant gratification isn’t new; it’s been already established and in some cases perfected elsewhere:
- Airlines: Seamlessly upsell seat upgrades, baggage, and fast-track boarding. Ancillary services now make up 40% of their revenue.
- E-commerce: Amazon suggests items you didn’t know you needed, driving sales through helpful personalisation.
Hotels can achieve this as well by committing to digital solutions, technology and leveraging guest data effectively, whether you’re engaging regulars or first-time arrivals, to anticipate needs and create personalised, frictionless experiences.
Excuses Are Holding You Back
It’s easy for the common excuses to slip out and whilst they are often comforting they are not constructive such as:
- “We’re a people hotel.”
Let tech handle admin so your team can focus on guests.
- “We’re too busy.”
Tech is a time-saver, not a time-suck.
- “Our guests like personal interaction.” – even when research tells us otherwise.
Waiting in line isn’t “personal.” so give them options and the guest can decide.
- “We don’t have the budget.” Go with Chicostay and this argument isn’t relevant as we provide you with a business model and solution that is not a cost but a revenue accelerator
So are these “reasons” genuine barriers, or just an easy way to avoid uncomfortable change?
By now, we all know the real cost of doing nothing—and that hotels embracing the right tech with the right partners see positive ROI in weeks and months, not years.
So, don’t let excuses or “reasons” for inaction stand in your way. These are challenges you can overcome, and taking that first step leads to real progress and lasting results.
Taking Action: Start Here
It doesn’t have to be daunting as quick, low-risk solutions with fast ROI do exist. Here’s how to get started:
- Make Every Guest Journey Effortless
Integrate a guest experience, communication, online check-ins and pre-arrival upsell solution, focus on removing friction and wow your guests with smooth experiences.
- Get Personal(In a Good Way)
Use guest data to offertailored services, like a weekend upgrade or business-friendly dining options. Personaltouches build loyalty.
- Invest in the Right Tools
Choose intuitive solutions thatintegrate easily with your existing systems – so you don’t need to do a major change . Work with partners committed to your success.
- Measure What Matters
Track metrics like guest satisfaction, upsell revenue, and time saved on admin tasks to see—and sustain—the impact of your investment.
Why This Matters
Take a moment to think about your guests and your own expectations. When was the last time you chose a brand that felt clunky or out of touch?
Guests expect frictionless service, personalised offers, and options that respect their time—so why not provide this when it’s simple to do?
And remember, if your hotel doesn’t adapt, you’ll fall behind your competitors. Guests will gravitate toward hotels that “get it,” leaving you wondering why your bookings and reviews are slipping. But there’s hope. You can catch up—and you don’t have to do it alone.
Why Not Now?
Talk to us at Chicostay.com. We know that change is challenging, but we can make this process easier and the rewards—happier guests, higher revenue, and a less stressed team—are well worth it.
Let’s make instant gratification work for you—not against you.
