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  5. Hotels - best practice

Hotels - best practice

15 minute read • Last updated: 25 February 2025

Scotland offers a wide range of hotel experiences all of which will have their own unique characteristics and target markets.

Whether you operate a fast-paced city centre hotel catering for short-stay clientele, or a rural country house hotel retreat, you know that all your guests have the same fundamental expectations – to be able to relax and enjoy their stay.

From the welcome at the reception desk and the quality of your bedrooms, to the service in your dining room and the range of leisure facilities on offer, you need to be offering high standards across all aspects of your business.

Find out more about how to offer an experience that will make your guests more likely to recommend and return to your hotel in future. 

In this article:

  • Allowing guests to book with confidence
  • Customer service
  • Accommodation standards

Allowing guests to book with confidence

Whether a guest is considering booking your hotel for the first time, or requires assistance with an existing booking, the information and service you provide online and through direct contact is a vital part of the overall experience.

Online information

A strong online profile and presence through your website, social media channels and booking platforms is fundamental. Consistent information and high-quality content means that guests should know exactly what to expect.

For example:

  • leisure facilities the hotel offers, eg spa, swimming pool or gym
  • dining and bar options
  • accessibility (include floor plans and/or an accessibility guide)
  • parking availability

It is also important to include information on local attractions, eateries, and public transport. Make it as easy as possible for guests to see how much there is to see and do in the area, potentially leading to longer stays.

Remember your website and social media are windows into your property. Use high quality images of all aspects of the property.

For more advice on websites, social media and the use of imagery take a look at our guidance on how to promote your business.

Provide a seamless booking experience

Give guests confidence in your business with a clear and transparent booking process regardless of whether they might be booking direct or through an online travel agent.

Top tip: encourage direct booking by offering upgrades for free or at a discounted rate.

What to have on your website

  • Terms and conditions visible prior to the booking being made, with clear guidance around cancellations, irrespective of how the booking was made.
  • List of specific add-ons and payment methods, eg room only, advance purchase, or flexible payment.
  • Upgrades, such as pillow or bedding options and in-room add-ons like fresh flowers, chocolates, or chilled champagne.
  • Pre-booking options for parking, valet services, spa treatments, or leisure activities and reservations for lunch, afternoon tea, and dinner with clear links to menu options.
  • Up-to-date availability calendar allowing for simple phone and online bookings.
  • Secure online booking system that takes bookings without your personal interaction (unless requested) – allowing 24/7 transactions from anywhere in the world.

After a booking is made

  • Provide an automated confirmation of the booking with all relevant details including dates, prices, check in/out times and terms and conditions.
  • Provide receipts for every payment made and send appropriate reminders if a full balance payment is required (eg a week before the payment is taken).

Further guidance

For information on online booking systems and more, check out our page on making your accommodation online bookable.

Customer service

The hospitality and service you deliver to guests throughout their stay is hugely important.

  • Before the guests arrive

    Once guests have booked, respond to any queries quickly, and proactively offer additional services. This can make a real difference, especially if the booking has been made several months in advance. It will enable guests to arrive at your property with a positive outlook and ready to enjoy their stay.

    • Follow up the automated booking confirmation email with a personal email from the business thanking the guest for their booking. This provides reassurance and gives you the opportunity to offer advice on planning their stay and answer any queries they may have.
    • Send a pre-arrival welcome email to all bookings 1-2 days before their reservation to remind them and offer help with booking meals, attractions or activities and giving personal recommendations.
    • Tell guests about any likely disruptions due to bad weather or roadworks in your area and ask that they get in touch if their anticipated time of arrival changes significantly.
  • Arrival and departure

    These two moments of a guest's stay can require extra attention to efficiency and service as they will have luggage and may be tired or in a hurry.

    Examples of best practice examples for arrival

    • Guests should be met promptly and acknowledged by reception staff, even when busy. Staff should always offer assistance with luggage.
    • Use technology such as registration apps to make the check-in process seamless and prevent delays.
    • Confirm all dining reservations along with menus and dietary requirements.
    • Show guests to their rooms, provide an overview of facilities, and offer any further assistance.
    • Consider leaving a welcome card, gift, or letter in the room.

    Examples of best practice for departure

    • If possible, offer early or express check-out the evening before. This way, guests only need to drop their key at the front desk. You can email the invoice overnight to be charged to their card on file.
    • Staff should show genuine interest in the guests, checking if they have enjoyed their stay and offering advice for onward travel.
    • Don't forget to instruct staff to provide luggage assistance.

    It can be good practice to keep in touch with guests following their departure. Take a look at further advice on customer service for ways to do so and the benefits it brings to your business.

  • Dining and bar service

    Whether your guests are ordering food to their rooms, dining in your restaurant or enjoying a drink at the bar, you need to offer high standards of hospitality and attention to detail so that guests relax and enjoy the experience.

    • Cater for groups travelling together and ensure they can be seated together or at adjacent tables.
    • Set all tables for reservations ahead of time.
    • Acknowledge guests promptly and show them to their table.
    • Provide menus, daily specials, and a wine list.
    • Fully explain the service style, any daily specials and menu, and take a drink order (if applicable).
    • Staff should have excellent menu and drinks knowledge, and be ready to give recommendations.
    • Always follow professional standards regardless of the style of service. This includes setting tables appropriately for each course, accurately taking orders, confirming dishes and drinks when serving, satisfaction checks and clearing finished crockery and glasses promptly after each course.
    • Deal with any payment and charges to room accounts efficiently and accurately.
    • If offering a buffet service, have staff available to assist, replenish items and keep the whole area clean and inviting.
    • A plated breakfast service should be delivered to the same standard as dinner service, with offers to top-up hot drinks and toast where applicable.

    Room service

    • Leave out in-room folders instructions for how guests can place room service order, with a menu.
    • When delivering, set up the table/trolley for guests and ensure they have everything they need. Staff should inform guests how to request the removal of the table/trolley.

Accommodation standards

Whatever the style or concept of your hotel, all of your public areas need to show the same commitment to quality.

A bedroom with a large double bed with pillow, wooden wardrobe and sofa looking out to a view of trees.

A well decorated and maintained bedroom makes an impact.

Décor and furnishings

Style and taste are of course subjective, however investing in high quality items will likely mean they hold their condition longer.

Examples of best practice

  • Even at full occupancy, a well thought out and coordinated hotel should provide a sense of spaciousness and relaxation.
  • All rooms should be well designed and decorated to a professional finish.
  • Furniture, fixtures and floorings should be durable, but with thought given to comfort and ease of cleaning.
  • In high-traffic areas, consider a more robust commercial quality of carpeting with a custom pattern or brand style.
  • An easily washable flooring should be used in bathroom areas, such as wood, laminate or vinyl.
  • Fit splashbacks to protect décor and for ease of cleaning in bathroom areas.

Top tip: Overseas guests love local history, so tell yours with original artwork or photography showing the story of your property, or local area.

A double bed with lit bedside lamps and matching decor

Room 25 at Garvock House Hotel

© Garvock House Hotel

Lighting, heating and ventilation

You want all your guests to feel comfortable. This isn’t easy as we all have different ideas about what we require to relax, however paying attention to controllability and variation is key to creating a comfortable environment for your guests.

Examples of best practice

  • Aim to offer guests the ability to control and vary the lighting, heating and ventilation in their rooms.
  • Maintain a consistent and comfortable ambient temperature, with an instant and controllable source in public areas. This is particularly important in function areas where the number of guests can fluctuate and impact on the temperature.
  • Protect rooms against weather, noise, and light with substantial curtains or blinds.
  • Use shades and diffusers to filter direct sunlight and heat impact where required, eg if breakfast is served in a conservatory area.
  • Focus easily accessible lighting options around tasks and activities:
    • bedside lamps for reading
    • task lighting for desks and dressing tables
    • integrated lighting for wardrobes
    • overhead dimmers for ceiling lights
    • bright bathroom mirror lighting, with integrated de-misting function
  • Ensure windows are easy to operate, with vents for airflow. For some rural areas, provide midge screens for windows.
  • Install quiet and well-concealed ventilation and air conditioning units. If air conditioning is not installed, provide cooling fans for those hot summer months.
  • In bathrooms, install effective no-noise extractor fans which can be isolated so that lighting can work independently. They could operate via a timer function or sensor control such as humidity detector function.
  • Underfloor heating and heated ladder towel rails in bathrooms will enhance comfort.

Energy efficiency 

A range of controls exist to switch energy consuming services down or off when a guest leaves. You can control some systems from the front desk or by key-card access. 

Having more than one switch to control different circuits ensures only those needed are switched on. This is especially effective in larger spaces like a lobbies, corridors or conference rooms.

Making changes like these could achieve significant savings and repay installation costs within one to three years.

For further information on being energy efficient and more, check out our guidance on how to make green improvements to your business.

A member of housekeeping cleaning a bathroom mirror

Cleanliness is key

Cleanliness and housekeeping

Cleanliness is crucial – it’s often the first thing a guest would notice if it’s not right. Focus on the highest standards possible in every area of your hotel to avoid any negative feedback.

Examples of best practice

  • Provide regular training and detailed expectations for all housekeeping staff to work to the same high standards.
  • Ensure well organised processes for cleaning and restocking of bedrooms and bathrooms between departure and check-in, with the flexibility to manage early or late check-ins or large group check-ins.
  • If turn down service is offered, prepare the room fully for their sleep (eg remove excess bedding, close the curtains, refresh towels and hospitality trays, and empty the bin).
  • Management to carry out regular checks on standards (double checking laundry and towels from external laundries) and have additional deep cleaning undertaken on a weekly or monthly basis.

For further ideas on introducing standards around areas such as cleanliness, take a look at our advice on setting product standards.

View from the air looking down at a large hotel building on the banks of a loch.

Inversnaid Hotel

© titanaerialphotography

Hotel exterior and grounds

How the hotel is presented on the outside can give an indication of the quality and standards your guests can expect to find on the inside.

Examples of best practice

  • Driveways and access roads should be in excellent condition with clear signposting to the hotel.
  • Parking areas should be signposted, with clearly marked bays with sufficient turning space.
  • Availability of parking is appropriate for maximum hotel capacity including non-residents.
  • If access roads, drives, and parking areas are not in good condition, let your guests know in advance that they will need to drive accordingly.
  • Install dedicated bays or areas for accessible parking, electric vehicle charging points, motorbikes, bicycles and coaches if required.
  • Position lighting to provide a safe and secure entry for guests during night-time access and when unloading luggage.
  • Consider installing extra measures for the security of visitors’ cars (eg motion activated lighting, CCTV, and coded access gates).
  • Schedule regular maintenance for the exterior of your hotel, including grounds or gardens.
  • Display external decorative features (eg flower tubs, creative lighting and outdoor furniture) matching the style, and quality of the hotel.
  • Keep refuse and recycling storage areas hidden or screened.
Welcome guests with complimentary wine and chocolates

Welcome guests with complimentary wine and chocolates

© IHG Hotels

Bedrooms

The sleeping experience can often make or break a stay. You’ll want to offer the best beds and bedding possible, but don’t forget to pay equal attention to other practical details such as the positioning of plug points.

Beds and bedding best practice

  • Whether divan base or bed frame, invest in sturdy construction with upholstered or solid wood headboards to coordinate with the base. It's good to opt for larger than standard size.
  • Mattresses should be of an exceptional quality, support, and construction (eg pocket sprung of over 1,000 springs or memory foam). Consider additional toppers of foam or feather to enhance the sleeping experience. This can be especially useful for zip and link beds to prevent a gap forming in the middle.
  • Provide exceptional quality duvet and pillows (if feather is provided then offer an alternative non-allergenic option). Pillows should offer the best support and include a choice of soft and firm for each guest. Duvets should be seasonal and offer variable togs or layers of options. Use larger duvets (eg a double on a single bed) for added luxury.
  • Use mattress and pillow protectors for hygiene.
  • Invest in 100% cotton linen bed sets with high thread count (Oxford bed sets ideally), and a coordinated approach to bed presentation. Quality control must be in place to ensure high standard of any contract linen.

Bedroom storage and facilities best practice

  • Taking into consideration average length of stay, have a range of storage and hanging options with clothes hangers of the highest quality, suitable for a variety of wardrobe items.
  • Provide a mirror with a plug point available nearby.
  • Include comfortable seating for maximum occupancy of the room, positioned for maximum comfort (eg viewing the television).
  • The hospitality tray offers the opportunity for a wow factor, from mini bars to pod coffee machines.
  • Consider the quality of technology provision such as a strong wifi connection, large smart televisions and Bluetooth speakers.
  • The range of bedroom accessories should enhance your guests' experience, with your target market in mind (eg hair dryer and hair straighteners, in-room ironing facilities, a safe, etc).
  • Present in-room information in an easy-to-understand way, including wifi password and breakfast times, etc.
  • Consider the provision and positioning of plug points, making them easily accessible by bedsides, dressing tables, and desks. Lamps with integrated USB ports are especially helpful for international guests, instead of adaptors.
A clean and fresh looking white bathroom suite with complimentary products on a self by the mirror.

A sparkling clean and spacious bathroom.

© IHG Hotels

Bathrooms

Bathrooms may vary in size and range of facilities, however clever use of space can make the best of smaller rooms, in terms of both design and function. Whatever your set-up, a bright, well-lit bathroom adds to the perception of cleanliness and hygiene.

Examples of best practice

  • Invest in a full range of luxury, design-led sanitaryware and fittings (eg mirrors, lights, radiators, and towel rails). Through regular cleaning and maintenance, you can keep these in excellent condition - pay particular attention to ensuring that grouting is fresh and stain free.
  • Top-end bathrooms may include baths, separate large shower cubicles, wall-mounted toilets with concealed cisterns, "his and hers" wash basins and top-quality vanity surfaces, such as granite or marble.
  • Ensure hot water is always available.
  • Any towels, robes, or accessories you provide should be of the highest quality possible. Quality control must be in place to ensure high standard of any contract towelling range.
  • The towelling range should be soft, thick, heavyweight and always look and feel like they're in excellent condition. Ideally use high-quality materials, such as Egyptian cotton, silk-cotton blends, or bamboo.
  • Offer a full range of toiletries - demonstrating sustainable business practices by using refillable vessels for soap, shampoo, etc. and local or Scottish toiletries (which can also add to the experience for an international guests).
A man walking through the door of a hotel while looking at his phone.

A guest walks through the Gleneagles Hotel

Public areas

All public areas of the hotel should reflect the quality standards and comfort levels aspired to within the bedrooms with an overall high standard of finish and coordination for maximum comfort and presentation.

Reception

The reception should be an easy-to-use area for guests to check-in and check-out. Make sure you have sufficient flat surface space to complete any paperwork and easy access to a card machine.

Dining areas

In the dining room set each table with an exceptional standard of crockery (eg porcelain, bone china, custom pottery, 18/10 stainless steel cutlery, crystal or high quality glassware).

Provide ample space to seat diners comfortably with a certain degree of privacy and don't forget to add high-quality accessories, such as salt and pepper mills, thick linen or cotton napkins, and decorative features, such as fresh flowers or other seasonal touches.

Lounges

Ensure lounges are warm, welcoming spaces. This can include a fireplace or wood stove, luxurious settees and armchairs, and ambient lighting.

Leisure facilities and children’s play areas

If leisure facilities are available, such as a spa, gym, or swimming pool, ensure changing areas are spacious and well maintained. Provide ample locker space for both residents and non-residents (if applicable).

Offer high-quality branded toiletries, towels, robes and slippers, substantial provision of hairdryers, vanity areas, and swimming costume drying machines (where applicable).

Access to the leisure facilities should not be through hotel public areas. For residents, best practice is to provide access via a dedicated internal lift or secured access.

Fit any children’s play areas with a high standard of equipment. Don't forget to regularly schedule cleaning and maintenance. This will ensure it is not only spotless, but also safe for use.

Public toilets

Provide the same quality of fittings in public toilets with excellent toiletries and hand drying facilities that are suitable for high volume areas.

Other areas to consider

Operate high-quality and well maintained lifts with smooth operation and easy access.

Maintain any vending machines in excellent working order, well lit, and fully stocked.

Depending on your market, provide a suitable secure area for guests to leave outdoor clothing and equipment to dry overnight, eg walkers, cyclists, golfers, anglers, etc.

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