As a travel blogger who’s stayed in everything from family-run B&Bs to luxury resorts, and as someone who has worked in the hospitality industry for over 10 years, I’ve come to realise that the happiest hotel guests all have something in common — they’ve stayed somewhere that understands the little things really do matter. It’s not just about plush pillows or trendy décor; it’s about thoughtful hospitality, consistency, and making guests feel truly welcome from the moment they arrive.
First impressions are everything. A warm greeting at check-in, a quick and easy booking process, and a clean, inviting room set the tone for the entire stay. No matter the star rating, if a hotel nails the basics — cleanliness, comfort, and friendly service — guests are far more likely to return. A good night’s sleep, working amenities, and quiet rooms aren’t luxuries; they’re expectations. And when they’re not met, people remember.
Communication is another huge factor. Guests want to feel heard. Whether it’s a quick response to a question, helpful local tips, or a genuine effort to fix a problem, it’s the human connection that turns an average stay into a memorable one. A handwritten welcome note or staff who remember your name? That’s the kind of personal touch that guests rave about.
Here are a few things which I hate to see in hotels;
- Hotels that have the news showing in public spaces. I had one experience where that bar and restaurant were one long room. The tv was in the bar area and they had music on also. The tv was showing news but I asked for a local soccer game to be shown on the tv but was told that the manager didn’t want to disturb the customers by having a match on …. 5 mins l came back into the bar and the news was showing very distressing images of children starving in Gaza. So how exactly was that not disturbing the customers?
- A charge for WiFi – in this day and age this is not necessary.
- An unnecessarily early check out. Most hotels do 12 midday but some do 11 am is enough.10am in my view is far too early.
- Hotel staff who talk loudly in the corridors in the early morning or late at night without considering guests trying to sleep
- Hotels that don’t have a noise policy between 11pm and 8am. Hotels need to understand that some people may be sleeping and noise can cause problems for them.
- Hotels which are not properly soundproofed and you can hear everything from the room next door. In one hotel in Offaly, I heard the person next door snoring all night which lead to me not sleeping all night.
- Hotels where the staff discuss their personal lives in clear ear shot. In a recent hotel stay in Scotland, I heard all about one man’s ex and how their messy split leading to him losing access to his dog. Keep personal conversations for the staff room.
- Hotels that I feel like need to empty their bottles from the bar into the outside bottle recycling bank just as you are trying to sleep.
- Hotels that charge the same amount for breakfast regardless of what you’re having. I won’t stay at the hotel in Dublin that charged me €35 for two breakfasts, and what we had with tea and toast and a small muesli.
- Hotels that do not provide tea & coffee facilities in the room.
Of course, value for money matters. People don’t mind paying a little more if they feel it’s worth it. Hoteliers who go the extra mile — offering flexibility, surprises like a complimentary drink, or even just being genuinely accommodating — turn customers into loyal fans. And loyal fans don’t just return — they tell everyone else too.