Preparing report
Preparing report
Study setup · Customer Satisfaction
“I want to understand why boutique hotel guests praise the rooms but hesitate to repeat-book after friction in the first-hour arrival journey, digital access, and service recovery.”
In 5 of 10 qualified interviews, guests separated room and staff quality from whether the stay felt orchestrated. The strongest directional signal is that mobile key, WiFi, room readiness, housekeeping, and front-desk messages hurt more when no one owned the first hour.