There are many examples of how guest feedback has helped inform strategic decisions. In previous years, 21c received a noticeable number of guest surveys stating that the counter space in the bathrooms was insufficient for fitting toiletries comfortably next to the sink. Based on this feedback, the company created an action plan to renovate the guest bath design. They installed sinks with more counter space, as well as refreshing the overall bathroom space.
During the remodel, they also found ways to accommodate their guests’ needs until the renovation was complete. When a guest provided feedback about lacking vanity space as well as about bed comfort, they entered those comments into her guest profile. When she returned a year later, she checked in to find an extra luggage stand placed in her bathroom and an extra memory foam cushion on the bed. No one needed to point these things out to her, she knew the team had listened and followed through with a fix to make her stay even better the second time around. Upon checking out she stated on her survey, “This process of listening to my feedback and making the changes that were possible was the nicest thing ever! Thank you!”