UX idea to improve CX in hotels

📲Calling all my hotel app product peeps...#UX idea to improve #CX

✈I'm back on the road with business travel again...which is great!...and incredible fodder for #customerexperience thoughts.

🛠With no exaggeration, I say that each of the last 8 weeks of travel has had some degree of maintenance needs when I arrived in my hotel room. (I promise I'm not high maintenance. Ask me about staying in a room in a hostel in Moscow with a dozen other strangers...one of whom likely had TB based on the all-night cough.)

🧳Yes COVID...but I also think a factor is mobile check out on the app. I LOVE this feature...but it removes the most friction-less point for a guest to tell the hotel that a particular item needs maintenance...the human conversation at checkout.

🔦I don't expect housekeeping to test every light and function in a room each turnover. Instead, the industry relies on guests reporting the issue.

👉So...let's add a "Let us know about your room" to the check out on the app. Don't make it required. Let the guest skip past it...but providing an easy way to report a burnt out bulb...or a ripped lampshade...or a door that won't close without herculean effort will make it simple for the guest to let the hotel know of issues.

💞The poor CX of a maintenance-needed room will be reduced by an enhancement in UX.