Why 90% of Hotel Guests Say Staff Interactions Matter

When guests check into a hotel, they might first notice the soft lighting in the lobby, the crisp linens on the bed, or the impressive view from their room. These elements certainly contribute to a guest’s impression, but they are not what define the experience.

According to recent hospitality research, 90% of hotel guests say that staff interactions are a very important part of their stay. Not the thread count. Not the minibar. Not even the view. What guests remember most is how they were treated, how they were spoken to, and how welcomed they felt.

This insight highlights that hospitality is, above all else, human. A warm greeting, a helpful recommendation, or simply being addressed in a guest’s own language can transform a good stay into a memorable one. On the other hand, when communication breaks down, due to language barriers, cultural misunderstandings, or inconsistent service, the entire experience can fall flat.

At Airlingo, we understand how critical these moments are. That is why our platform is designed to help hospitality staff communicate confidently across languages, using training built around real-world hospitality scenarios. Whether welcoming international guests, resolving a complaint, or providing local recommendations, staff can speak with clarity, professionalism, and empathy.

When teams are empowered to connect across cultures and languages, the result is more than just smoother service. It is a better guest experience from start to finish, one that builds trust, loyalty, and lasting impressions.

In hospitality, every interaction matters. With the right support, your staff can make every one of them count.

sources: https://www.techmagic.co/blog/hotel-communication-systems