A guest books a hotel because it has a pool. The pool is closed for refurbishment for the whole of her stay and has been for three weeks.
It was listed on the booking page with a photograph. A line on a page she never reached said the dates. She arrives, discovers it, and a booking that would have been fine somewhere else becomes a refund conversation and a poor review.
1. Treat facility questions as pre booking questions
They are asked by people choosing between two hotels, not by guests already staying. Answering them slowly means answering them after the booking went elsewhere.
2. Publish opening times for every facility
Pool, gym, spa, restaurant, bar and anything else. Listed without times is the commonest complaint source, because guests assume all day and find four hours.
3. Publish closures immediately and prominently
Refurbishment, maintenance and seasonal closures belong on the booking page during the affected dates, not in terms. This is the single biggest cause of arrival disappointment.
4. Say what is included and what is charged
Spa access, gym use, parking, breakfast and anything else. A facility that exists and costs extra is fine, and one discovered to cost extra at the point of use is not.
5. Say what needs booking in advance
Treatments, restaurant tables, classes and anything with limited capacity. Guests who find out at check in that the restaurant is full for their whole stay feel misled.
6. Publish the age and supervision rules
Pool hours for children, gym age limits and spa restrictions. Families need these before booking, because a pool a child cannot use during the hours they are awake is not a pool as far as that booking is concerned.
7. Publish the parking detail honestly
Whether it exists, how many spaces, whether it is guaranteed, the cost and whether height restrictions apply. The same detail matters everywhere, as set out in facilities and parking questions before a first visit.
8. Publish the dining detail
Which outlets, when they serve, whether the restaurant is open every night and what happens if it is not. Guests arriving to a closed kitchen in an unfamiliar town remember it.
9. Publish the room facility detail
Kettle, fridge, air conditioning, whether windows open, bath or shower, and whether the room has a desk. Business travellers and families both care and for different reasons.
10. Publish the connectivity detail
Whether wireless is included, whether it is adequate for a video call and whether there is a charge. For the business traveller this decides the booking.
11. Answer the seasonal questions specifically
Outdoor pools, terraces and gardens all vary by season. Photographs taken in summer sell a stay in February that will not resemble them.
12. Keep the facility picture consistent across the group
Guests who use one property assume the same facilities elsewhere in the brand, and variation is only acceptable when it is stated.
13. Keep the rate and corporate questions joined up
Facilities, rates and cancellation are asked together, which is the ground in cancellation and rate type questions across a hotel estate and corporate rate and business travel enquiries.
14. Answer the facility question before the booking goes elsewhere
An assistant that answers whether the pool is open for those exact dates from the closures you publish, states the gym hours, says what is charged and takes a request for a restaurant table wins the comparison against a hotel where the guest could not find out. The booking mechanics are covered in best ai chatbot for appointment booking. See features, start at try, and the sector view sits under hotels.