7 Types of Hotel Guests and How to Appeal to Them (2023)

Knowing your guest personas is key to devising a marketing strategy that resonates with the right customer and results in more bookings. Aguest persona, put simply,is a biography ofthe typical guest your property attracts.In this blog post, we cover a handful of differenttypes of hotel guests you might encounter and explorehow to effectively target them in your marketing efforts.

Discover 7 types of hotel guests and how to appeal to them:

1. Business (or bleisure) traveler

Business travelers are guests on a mission and they’re in town for one purpose:work. They’re not there to see the sights, but they will be interested in local restaurants and coffee shops they can use for business and personal purposes. Typically, their days are long and full of meetings. More than likely, they’ll want to come back to their rooms to relax and have a quiet meal before doing it all over again the next day.

Free download: Complete guide to one of the most important types of hotel guests

Bleisure travelers, while also in town for work, make time in their schedules for more leisure and tourist activities. They might extend their work trip into a long weekend and have a mini-vacation before heading back home. These types of guests will require the same services as business travelers, and also amenities they can enjoy during their off-hours.

How to appeal to them:

Highlight local coworking spaces or restaurants where business travelers can work or have meetings. Post photos and information about how you’ve adapted the in-room office to accommodate those who want to work from the safety of their rooms.

(Video) "WHAT DOES CUSTOMER SERVICE MEAN TO YOU?" Interview Questions and TOP-SCORING Answer!

Extend the negotiated discounted room rate through the weekend, or add a few days pre-conference to encourage guests to stay longer or arrive early, and even bring additional guests with them. Create a “bleisure” package that includes things like discounted spa treatments, special custom room service, and a tasting menu from the hotel restaurant. Work with local attractions and businesses to offer things like discounts at local restaurants and shops or tickets to a museum or a show.

2. Event attendees

Event attendees canbe a mixture of business and bleisure travelers. Some might want to attend the conference and relax alone in their rooms, and others might be looking to explore the city more in their off hours. Most of the time, event attendees are looking to network with others and will seek entertainment after the conclusion of the day’s events. This is where you as a hotel can set yourself apart from the competition and provide unique experiences for attendees that they can only get by staying at your property.

How to appeal to them:

Organize receptions and other social activities for event attendees and include it as an add-on to their reservation. These can include things like a poolside happy hour, a mixer at a local restaurant or bar, a dinner cruise, or other group activitiesat a local attraction. Provide special deals and incentives for event attendees who alsochoose tostay at your hotel, like discounts on additional nights or an exclusive dining experience at the chef’s table of your hotel restaurant.

3. Boomers

The Boomer generation is of,or nearing, retirement age, and they often have a higher travel budget than other types of guests. According to an AARP survey,Boomers in 2019 planned to take 4-5 leisure trips on which they’d spend over $6,600. Boomers also tend to make their travel arrangements through hotel loyalty programs, with 65% saying they always or mostly use the program when booking a trip.

According to the survey, the most popular trip types for 2019 were summer vacations, weekend getaways, and multi-generational travel. During their trip, they want to connect with locals and have an authentic experience, especially over meals and on sightseeing tours. Differing from other younger generations, Boomers are more likely to unplug during their trips and won’t spendtime working. Because of this, they’re also less likely to be a part of the bleisure travel trend that mixes work and vacation.

How to appeal to them:

Arrange sightseeing tours led by locals and partner withrestaurants to offer exclusive dining experiences native to your city. Emphasize your on-property amenities geared toward rest and relaxation, like the pool or spa. Add extra perks and rewards into your loyalty program to encourage travel, like earning additional nights or triple the number of points during a certain timeframe.

(Video) The power of seduction in our everyday lives | Chen Lizra | TEDxVancouver

4. Millennials

According to a 2020 travel trend report from Preferred Hotels, Millennials are more likely to take “micro-cations” — shorter vacations — because they can better fit into their work-focused lifestyles. Generation Z is probably not far behind in this trend as well; aPriceline survey found that Gen Z has the worst work-life balance. Micro-cations also allow for seeing more destinations because Millennials can take multiple micro-cations in a year instead of a single long trip.

As an experience-focused age group, Millennials are looking for unique trips that allow them to meld with the local culture and try new things. One study found that 75% of Millennials want travel experiences where they can learn something new. Another survey found that 55% of Millennials would partake in the “bleisure” travel trend of extending a business trip into a vacation.

How to appeal to them:

Don’t just market your hotel. Market your destination. Focus on authentic cultural and local experiences that can only be found in your city. Pull together a list of activities and excursions that encompass all of the local highlights and attractions and can fit into a shorter weekend trip or an extension of a business trip.

Post unique pictures of your hotel and your destination on social media, and promote any interesting events or festivals taking place. Make sure your website is mobile-friendly – millennials tend to research and book hotels from their smartphones. If your website isn’t fast-loading and easy to navigate, you could lose them to another hotel’s site that offers a better user experience.

5. Gen Z

Generation Z is anyone born after 1995, and it encompasses approximately 32% of the global population. Like Millennials, they crave immersive and experiential travel. However, they stray away from the typical Instagram-famous landmarks and are in search of something new and more authentic. Gen Z is budget-conscious, but will spend more if it means they can experience life like a local.

“Flashpacking,” a Gen Z travel trend, is like backpacking, but more upscale. This type of traveler is a digital nomad with many devices, who prefers things like a private room, air conditioning, and restaurant meals. Gen Z travelers are also foodies— 35% prioritize food experiences and 94% research where to eat before they leave on their trip, according to McCrindle research. Volunteering and being environmentally conscious are also drivers for Gen Z travel decisions,and they gravitate toward sustainable brands that demonstrate similar values.

Brand Tracking 2018 research for Contiki, performed by market research consultancy The Leading Edge,found that Instagram was the No. 1platform for travel inspiration among Gen Z, with 50% saying it’s the platform they look to forinspiration. Online influencers also play a role in this digital generation’s travel decisions. “The influencers who truly make an impact are the ones who have carved out their niche, know their audience, and tell compelling stories, aligning themselves with relevant brands,” said Katrina Barry, Contiki Australia’s managing director, in an article for CMO by Adobe.

(Video) Full Audio of Oral Argument in Eleventh Circuit Court of Appeals in Trump v. USA (Stolen Doc Case)

How to appeal to them:

“We find that the most effective way to attract Gen Z travelers is by taking a more targeted and personalized approach,” said Michael Edwards, chief growth officer of Melbourne-based adventure travel company Intrepid Group. “This even ranks above discounts and perks when it comes to achieving this audience’s loyalty.”

As a hotel, market your hotel and city as destinations that can give the “foodie flashpackers” the authentic local flair they’re looking for. Offer options for volunteering or getting involved in the community so Gen Zers can have the chance to mingle with locals and give back.

Bulk up your social media presence with photos that demonstrate the unique experiences Gen Zers can have at your property. To get a foothold with this generation, conduct some social media research and seek out influencers who can be brand ambassadors for you. Create retargeting ads segmented specifically to entice Gen Zers. Direct them to a specific page on your website that shows your organized off-site excursions, boutique-style rooms, award-winning restaurant, or volunteering opportunities.

6. Families

Many Millennials are now parents, and as experienced travelers, they want to share the same adventures with their kids. The same AARP study referenced abovefound that there is also a rise among multi-generational travel, as it was one of the top three trip types planned by both Millennials and Boomers for 2019. According to the same survey, slightly more Millennials than Boomers planned family-oriented trips.

How to appeal to them:

With families and multi-generational trips, there will likely be differing styles of travel and preferences within the group. The key is to have something for everyone. Offer babysitting services or a list of family care services in the area. Be prepared with kid- and family-friendly attractions and activities, like discounted vouchers for the zoo, aquarium, or museums.

Think like a parent and provide in-room amenities that can keep the youngsters occupied, like kits with games, books, and fun snacks. Highlight your on-property amenities like the pool or your proximity to the beach or parks.

(Video) HISHE Dubs - Frozen (Comedy Recap)

Families that travel together want to have shared experiences. An article from Trivago suggests hosting a kids club, a family game night, or investing in family-friendly amenities like a kids library, mini-golf course, or complimentary pool toys.

7. Health and wellness travelers

Aside from travelers in general being more aware of cleaning and sanitization due to COVID-19, wellness travelers are those who are taking a trip to promote their own health and wellbeing. This type of traveler will most likely be interested in relaxation, detoxing, and practicing healthy habits during their trip. Some will be more concerned with physical wellbeing,so things like fitness and outdoor excursions will be important to them.Others will be focused on mental wellbeing, so meditation rooms and complimentary access to apps like Headspace could be appealing.

Because of the pandemic, more people will be looking for staycation-type trips focused on self-care. According to a recent survey by Morning Consult for AHLA, 44% of Americans are planning leisure travel or an overnight stay in the near future. Of those, 72% are planning an overnight vacation within driving distance of their home over the next five months. As such, hotels should focus their marketing efforts on guests within driving distance.

How to appeal to them:

Become certified for your cleaning protocol and post the certification in a visible place in your lobby, and publish your health and safety precautions on your website. Guests will be researching the hotel they’re staying at ahead of time, and it’s in your best interest to show that your cleanliness is top-of-the-line.

Offer amenities for wellness-minded travelers, like yoga classes, fitness centers, workout sessions, spa treatments, guided meditations, hikes, and healthy dining options. Create holistic wellness packages with amenities like superfoods and healthy meal options, access to local outdoor attractions and parks, walking or hiking tours, detoxing spa treatments, and other mindfulness practices.

DoubleTree by Hilton Chicago, for example, has guest rooms with 11 different types of gym equipment so guests can exercise from the comfort and safety of their own rooms. As another example, Hyatt is collaborating with Headspace to offer guests access to the app’s mindfulness exercises, guided meditations, and sleep content within Hyatt’s app or on in-room TVs. Hyatt also is offering on- and off-property events and excursions like rooftop yoga classes, private beekeeping lessons, and guided maps for outdoor walking paths.

Put this list of types of hotel guests to good use!

Up next, check out some hotel guest communication tips and ways to increase hotel guest engagement.

(Video) Aftermath of a Chimpanzee Murder Caught in Rare Video | National Geographic

Free download: Complete guide to one of the most important types of hotel guests


How do you deal with different types of guests? ›

In handling hostile and aggressive customers, you will likely feel threatened, awkward, angry or fearful even.
  1. Remain calm and professional. It is critical that you remain in control. ...
  2. Let them vent their emotions. ...
  3. Find the right moment to get your voice in. ...
  4. Sit them down. ...
  5. Be friendly. ...
  6. Keep eye contact. ...
  7. Do not argue. ...
  8. Listen.
6 Apr 2007

What are the 4 types of guests? ›

There should always be a standard of service provided, but different types of guests are going to have different expectations of their trip.
4 Common Types of Hotel Guests
  • Backpackers. ...
  • Families. ...
  • Seniors. ...
  • Business travelers.
6 Aug 2015

What are the types of guests request? ›

  • Facility for exotic pets (boa constrictor, chimpanzee, alligator, parakeet!)
  • Practice room for musicians (rock bands)
  • Escort service for singles.
  • Tickets for local event.
  • Performers for private party in suite.
  • Permission to keep arms.
  • Masseuse in the room.

Why do we have to identify the different types of hotel guests? ›

Defining your guest persona will help you understand the type of hotel guests your property attracts so you can create more targeted marketing campaigns and focus your branding. Without knowing your guest personas, most of your efforts to attract more reservations will be weak at best.

How do you impress guests? ›

Ways to Impress Your Guests
  1. Make Your Porch Presentable. The porch, or your entryway if you live in an apartment building, is the first thing guests see. ...
  2. Keep Everything Clean and Neat. ...
  3. Have a Hangout Area. ...
  4. Prepare the Food Ahead of Time. ...
  5. Make a Signature Drink. ...
  6. Set a Beautiful Table. ...
  7. Serve Snacks. ...
  8. Put up Decorations.
11 Sept 2017

What are the 7 elements of guest service? ›

The Guest Service Gold® Tourism online program features seven elements: Recovery: Turn It Around, Personalization: Provide an Individualized Experience, Knowledge: Be in the Know, Passion: Inspire Others, Commitment: Be All In, Inclusion: Include Everyone, and Personality: Be Yourself.

How many types of guests are there? ›

Below we define the 12 guest types and give you top tips about how you can provide them with the best possible experience based on simple market analyses and accessible industry data.

What are three types of guest? ›

Below, we'll talk about three different types of hotel guests and what they look for in a hotel.
  • Tourists. Tourists are from out of town and want to experience a new place to the fullest, but what do leisure and tourist travelers want in a hotel? ...
  • Business Travelers. ...
  • Event Travelers.
21 Jan 2019

What are some requests hotel guests make? ›

Note – An extra blanket, pillow or towels are very normal requests. Some guests may request a bathrobe, more shampoo, floral arrangements, etc. NOTE – not all requests by the guest are for additional/extra items, some are for service e.g.the room to be serviced, shoeshine, laundry to be picked up, etc.

What special requests can you ask for at hotels? ›

Manage your expectations, request in advance where possible and appropriate, and have the most comfortable stay you can.
Unique Requests
  • Extra or different pillows. ...
  • A laundry bag to keep. ...
  • Ice bucket. ...
  • Additional toiletries. ...
  • Umbrellas. ...
  • Universal power adapters. ...
  • Sewing kits.
21 Aug 2019

What are guest requests? ›

Guests can request services, information or amenities in person, over the phone, by email, mobile app, or social media. Text messaging or other messaging services also add complexity and challenges for the staff at the end of these messages.

How do you respond to a rude guest? ›

5 Strategies for Handling Rude Customers
  1. Stay Calm, Don't React. The first thing to do is to remain calm and not respond in kind. ...
  2. Don't Take It Personally. Why are some customers so rude? ...
  3. Listen and, If Appropriate, Apologize. Rude customers often need to vent their frustration.

What are the 6 main guest complaint categories in hotels? ›

Common hotel guest complaints
  • In-room cleanliness concerns.
  • Unpleasant odors (e.g., smoke, pets)
  • Problems with the temperature (too hot or too cold)
  • Trouble with the Wi-Fi.
  • A lack of free services or amenities.
  • The hotel is too noisy.
  • Too much traffic near guest rooms.
  • Lack of customer service.
26 Jan 2022

How do I resolve a guest problem? ›

Guidelines for Handling guest complaints. Front office management and staff should keep the following resolution guidelines in mind when handling guest complaints. The main steps in handling the guest complaints are Listen –> Empathise –> Apologise –> Take action –> Follow up.

How can we identify 7 star hotels? ›

One of the main rules for a seven-star hotel is that it must be located inside an iconic structure of the city. Without this, no hotel can be a seven-star. Also, a seven-star hotel should have more suites than rooms.

How many 7 star hotels are there in the world? ›

Burj Al Arab Dubai

It's dubbed the world's only official 7-star hotel, so naturally, it's the first place you want to book if you're looking to be blown away by over-the-top luxury.

Which of the following is the world's only 7 star hotel? ›

The only 7 star hotel in the world - Review of Burj Al Arab, Dubai, United Arab Emirates - Tripadvisor.

What are the factors that influence the guest choice of the hotel? ›

The top factors influencing a guest's choice in hotel accommodation according to STR Research in May 2021 are: location, price & value for money, cancellation policy, previous stay, positive reviews/personal recommendations.

What are the three important expectations of guests in a hotel? ›

The three most important expectations of guests in a hotel are cleanliness, communication, and comfort. Make sure your rooms meet the latest standards for cleanliness and hygiene. Customer satisfaction relies on good communication and ensuring your rooms and amenities offer guests the comfort they deserve.

How important is it to have a classification of guest room in the hotel? ›

These classifications help visitors and guests to have an overview of a hotel even before visiting the property in person. As a result, classification plays an essential intermediary role in facilitating trade and trust between the property and the customer.

What are the classification of guest? ›

Guests are classified on arrival, during check-in, in one of the two groups: low spending group or high spending group.

What does Category 5 mean for a hotel? ›

Category 5 is just above the midpoint of Marriott's eight-category award chart, but this tier still includes several ultraluxurious hotels in Marriott's most upscale brands.

What are the 4 guest cycle in hotel? ›

Guest cycle refers to the distinct stages of guest interaction between the hotel and guests. On the basis of the stage of interaction and activities involved, the Guest Cycle is broadly, classified into four main stages based on the activity type. These are: Pre Arrival, Arrival, Stay and Departure.

What attracts visitors to the place? ›

Tourists' expectations when visiting a particular place are related to several features of the chosen destination: culture, architecture, gastronomy, infrastructure, landscape, events, shopping, etc. These features attract people to the destination and contribute to the overall experience of the trip.

What makes a great visitor attraction? ›

Well-planned, entertaining and authentic interpretation, based on an understanding of the visitor, their motivations and interests, can deliver a great visitor experience.

How do you make guests feel welcome? ›

8 Ways to Make Your Guests Feel at Home
  1. Invest in Their Rest. A comfortable bed is arguably the most important thing you can provide for your guest. ...
  2. Set Out the Necessities. ...
  3. Keep Towels in Easy Reach. ...
  4. Place a Charger by the Bed. ...
  5. Give Them Some Space. ...
  6. Leave a Welcome Note. ...
  7. Add Some Amenities.
18 Oct 2021

What is the best way to welcome guest? ›

Some suggested Some suggestions include; Hello, welcome; Welcome, good morning; Hello, good afternoon, welcome. Introduce yourself by name making sure your communication is professional, yet personal. “Great to meet you, I'm Nikko”. If occupied with another guest, it is important to acknowledge arriving guests.

How do you make guests stay memorable? ›

  1. Attentive, Responsive Service. When it comes to exceeding guest expectations, it's not always as complicated as one might think. ...
  2. Personalization is the Name of the Game. ...
  3. Show Your Guests Some Love. ...
  4. Give Them Something Different.
3 Apr 2019

Why is it important to make guests feel truly special? ›

It gives the guest an identity

The fact that we know them, that we know who they are, that we remember them for something more than their room number; this makes them feel special. This is something the guest is going to appreciate during their visit and will lead them to have a better opinion of our hotel.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the seven 7 elements of guest service gold discuss each? ›

Guest Service Gold® Golden Opportunities
  • Recovery: Turn it Around.
  • Personalization: Provide an individualised Experience.
  • Knowledge: Be in the Know.
  • Passion: Inspire Others.
  • Commitment: Be All In.
  • Inclusion: Include Everyone.
  • Personality: Be Yourself.

What are guest services in a hotel? ›

The primary duties of the guest service representative are to assist guests with check-in & check-out processes, provide guests with hotel services information, and accommodate guests during their stay in an attentive, courteous and friendly manner.

What is a list of guests called? ›

guest list. noun [ C ] /ˈɡest ˌlɪst/ uk. /ˈɡest ˌlɪst/

Who are the hotel guests? ›

Hotel guest means a person whose name and address is registered on the registry maintained by the hotel and who is the bona fide occupant of a room of the hotel. A person registering solely for the purpose of obtaining liquor is not considered a hotel guest.

What is primary guest in hotel? ›

The primary guest must be at least 18 years of age to be able to check into the hotel. It is mandatory for guests to present a valid photo identification document at the time of check-in. Guests under the age of 18 must be accompanied by an adult. The Hotel reserves the right to check photo identification.

How do you handle different guests Customers in the workplace? ›

10 Tips for Dealing with Customers
  1. 10 Tips for Dealing with Customers.
  2. Listen to Customers. Sometimes, customers just need to know that you're listening. ...
  3. Apologize. When something goes wrong, apologize. ...
  4. Take Them Seriously. ...
  5. Stay Calm. ...
  6. Identify and Anticipate Needs. ...
  7. Suggest Solutions. ...
  8. Appreciate the Power of “Yes”

What is the significance of knowing the different types of guests? ›

Why do you need to know the different types of hotel guests? Defining your ideal hotel guest will allow you to develop strategies, offers and communications that appeal specifically to this demographic. Suffice to say, your establishment probably serves a wide variety of guests each year.

How do you handle conflict with guests? ›

Here are 6 guidelines for managing guest conflict in a way that prevents negative reviews and leaves guests feeling positive about you and your business.
  1. Manage expectations. ...
  2. Be aware of triggers. ...
  3. Maintain a positive attitude. ...
  4. Understand what upset guests want. ...
  5. Support, train & empower staff. ...
  6. Perform temperature checks.
24 Jun 2015

What are the 7 types of customers? ›

What Types of Customers Do You Serve?
  • Lookers. Some visitors are “just looking.” They're not after anything in particular. ...
  • Bargain Hunters. Some shoppers have heard you're having a sale. ...
  • Buyers. Some people are there on a mission. ...
  • Researchers. Some are researching. ...
  • New Customers. ...
  • Dissatisfied Customers. ...
  • Loyal Customers.
19 Aug 2021

How do you communicate with visitors? ›

Greet visitors warmly, find out the purpose of their visit and speak to them in an appropriate way. This tells you to follow the way of doing things that is used in your particular place of work. This tells you what you need to say when you meet and greet visitors and how to speak to them.

What is most important to hotel guests? ›

Cleanliness matters

The most important expectation has and always will be cleanliness. Lack of cleanliness is among the top complaints about hotel stays. Good cleanliness often goes unnoticed, but poor hotel hygiene will always be something guests remember about their hotel stay.

What makes regular guests so important for hotels? ›

What makes regular guests so important for hotels: Regular guests come back and thus secure follow-up bookings and income. They spend more money than new guests because they are familiar with the hotel's entire range of services and are willing to pay more.

What are 7 ways to deal with conflict? ›

Here are seven ways to handle and prevent conflict.
  • Use a structured approach. Taking an impromptu or one-size-fits-all approach won't help resolve most conflict. ...
  • Talk things through. ...
  • Clarify the impact. ...
  • Don't rush to judgment. ...
  • Clarify your expectations. ...
  • Redirect the focus. ...
  • Implement and follow up.
13 Jan 2020

What are 10 ways to successfully help resolve a conflict? ›

10 Conflict Resolution Strategies that Actually Work
  1. Define Acceptable Behavior. ...
  2. Don't Avoid Conflict. ...
  3. Choose a Neutral Location. ...
  4. Start with a Compliment. ...
  5. Don't Jump to Conclusions. ...
  6. Think Opportunistically, Not Punitively. ...
  7. Offer Guidance, Not Solutions. ...
  8. Constructive Criticism.
16 Oct 2018


1. How to Start a Speech
(Conor Neill)
2. Easy 4-Step Dive Progression!
(Fares Ksebati)
3. 7 Ways to Make a Conversation With Anyone | Malavika Varadan | TEDxBITSPilaniDubai
(TEDx Talks)
4. Key & Peele - Continental Breakfast
(Comedy Central)
5. Nastya and the story about mysterious surprises
(Like Nastya)
6. Nastya learns to joke with dad
(Like Nastya)
Top Articles
Latest Posts
Article information

Author: Madonna Wisozk

Last Updated: 27/05/2023

Views: 6275

Rating: 4.8 / 5 (68 voted)

Reviews: 91% of readers found this page helpful

Author information

Name: Madonna Wisozk

Birthday: 2001-02-23

Address: 656 Gerhold Summit, Sidneyberg, FL 78179-2512

Phone: +6742282696652

Job: Customer Banking Liaison

Hobby: Flower arranging, Yo-yoing, Tai chi, Rowing, Macrame, Urban exploration, Knife making

Introduction: My name is Madonna Wisozk, I am a attractive, healthy, thoughtful, faithful, open, vivacious, zany person who loves writing and wants to share my knowledge and understanding with you.