Digital Services (Forbes 2024)

• Location Audited

• Conducted on

  Date

• Lady or Gentleman Audited

• Auditor

Courtesy and Manners

• Staff is articulate and courteous when corresponding with the guest via email.

  Yes

  No

  N/A

• All text message communications are polite, and professional and consistent with the property style.

  Yes

  No

  N/A

Efficiency

• General email inquiries are acknowledged within 24 hours.

  Yes

  No

  N/A

• Text messages are answered within 3 minutes.

  Yes

  No

  N/A

Graciousness, Thoughtfulness, & Sense of Personalized Service

• All email communications are personalized.

  Yes

  No

  N/A

Guest Comfort and Convenience

• The hotel’s website is intuitive and seamless to navigate.

  Yes

  No

  N/A

• An online hotel booking engine or mobile application is available.

  Yes

  No

  N/A

• Booking engine is convenient and allows the guest to filter room results.

  Yes

  No

  N/A

• Booking engine offers a rate and availability calendar.

  Yes

  No

  N/A

• It is possible to add special requests to the reservation during the process of online booking.

  Yes

  No

  N/A

• Bookings made through the property website can be amended or cancelled online.

  Yes

  No

  N/A

• When guest requests are made through digital technology, the functionality is intuitive and convenient.

  Yes

  No

  N/A

• All service automation functions seamlessly and as expected.

  Yes

  No

  N/A

• Non-digital alternatives are available for any service automation technologies provided.

  Yes

  No

  N/A

Technical Execution, Skill, & Knowledge

• Content on the hotel website is current, free of errors and grammatically correct.

  Yes

  No

  N/A

• Rate types and inclusions are clearly and conveniently described during the online booking process.

  Yes

  No

  N/A

• During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom, and any living spaces included.

  Yes

  No

  N/A

• The deposit and cancellation policy is prominently explained before the booking is processed online.

  Yes

  No

  N/A

• For online bookings, confirmation number is immediately generated and the full confirmation email is received within 2 hours.

  Yes

  No

  N/A

• Hotel booking details are accurately reflected in the email confirmation.

  Yes

  No

  N/A

• All email communications are professionally formatted and accurately reflect the property and/or brand.

  Yes

  No

  N/A

Sense of Luxury

• The hotel’s website is notable in design and consistent with the property and/or brand.

  Yes

  No

  N/A