What influences guest expectations the most?

Guest expectations are primarily shaped by their previous experiences with similar services. When individuals have encountered specific standards, levels of service, or quality during past interactions, those experiences create a benchmark for what they believe they should expect in the future. For instance, if a guest has stayed at a luxury hotel and received exceptional service, they will likely expect that same level of service when staying at a different hotel in the same category.

Previous experiences influence the emotional connection customers have with a brand. If their past encounters were positive, they develop a sense of trust and anticipation about future interactions. Conversely, negative experiences can lead to lowered expectations or even avoidance of certain services altogether.

While factors like current market trends, promotional offerings, and feedback from friends and family do play a role in influencing perceptions, none have as enduring an impact on expectations as the cumulative effect of personal experience. Guests tend to prioritize their own experiences over other influences when it comes to shaping their expectations, making this the most significant factor.