Hotel and Resort Guest Experience: The 10 Areas Guests Judge You On
Guest reviews follow a pattern. These are the ten areas guests judge a hotel or resort on, and how to improve each one.
Review Mark Team ·
Read enough hotel reviews and a pattern appears: guests talk about the same ten things. These are also the ten areas Review Mark uses to assess hotels and resorts.
The 10 areas
1. Room quality and comfort
Beds, pillows, noise, air-conditioning and the condition of furniture.
2. Cleanliness and hygiene
The single most mentioned topic. Bathrooms, linen and corners matter.
3. Front desk and staff service
Check-in speed, friendliness and how problems are handled.
4. Food and restaurant
Breakfast variety, taste, and room service timing.
5. Facilities and amenities
Pool, gym, Wi-Fi, parking and whether they work as advertised.
6. Safety and security
Locks, lighting, guards, and safety for families and solo travellers.
7. Location and access
How easy it is to reach, and whether directions are clear.
8. Booking and pricing transparency
No surprise taxes, service charges or deposits at check-in.
9. Value for money
Whether the experience matches the price.
10. Guest experience and reputation
The overall story guests tell, across Google, Facebook and travel sites.
What top-rated hotels do well
Hotels such as InterContinental Dhaka (4.7 on Google from 14,069 reviews) keep high scores across thousands of guests by being consistent: the same clean room, the same friendly check-in, every time.
Compare ratings in our guides to Dhaka hotels and weekend resorts. Not sure where your brand stands? Request a Free Assessment and we will show you what customers see.
Frequently asked questions
Which area affects hotel ratings most?
Cleanliness and staff service appear in reviews more than any other topic.
Can a hotel earn a Review Mark certificate?
Yes. Hotels that score well across the ten areas can earn the Certificate of Excellence.
