Hotel directories are often the first (and sometimes the only) in-room touchpoint with your guests. Yet most fall flat, and guests won't always tell you exactly why.
Research shows that 68% of hospitality web traffic now comes from mobile devices, and nearly 80% of travellers expect self-service options, such as digital ordering and guest information, to be available at their fingertips.
Despite these expectations, many hotels still rely on static PDFs or outdated printed booklets.
That gap means missed opportunities. Guests expect quick, clear, and interactive guides to services, local tips, and booking options. When their needs aren’t met, engagement drops, and so do upsells, satisfaction, and loyalty.
In this blog, we will explore ten directory features guests actually want, and highlight three things you should definitely leave out.
10 Things Guests Actually Want to See in Your Hotel Directory
Your hotel directory sets the tone the moment a guest settles in. But if it’s hard to use, outdated, or filled with fluff, guests will skip it, and start Googling instead.
PwC’s Global Consumer Insights says that 73% of travellers said they’d rather use their phone to order room service or check out. That’s a clear sign: guests want quick answers, not long reads.
This list breaks down exactly what they’re hoping to find (and what’s just getting in the way).
1) Real-time Service Booking within Hotel Directory
Let guests book room service, spa treatments, and transfers right from the directory.
Nearly half of hotel guests say they’ll order room service if ordering via an app is available. Booking tools in-room reduce friction and boost satisfaction.
2) Personalised Welcome & Language Settings for All Hotel Guests
The moment a guest opens the hotel directory and sees their name, preferred language, and even room number already filled in, the experience shifts. It feels human — even if it’s powered by tech.
Hospitality is no different. When a guest feels seen and understood, they’re more engaged.
And language matters, especially for international travellers. Trying to translate a breakfast policy or spa instructions on the fly breaks the flow of the stay.
3) Live Chat or Instant Messaging
Allow guests to ask questions or request services through messaging, not a phone call. Around 40% prefer communicating with hotel staff via messaging apps.It’s fast, easy, and feels modern.
That number’s even higher among younger guests. And honestly, who enjoys calling the front desk just to ask for extra towels?
Plus, messages leave a record. No more “I told someone earlier but nothing happened.” It’s clear, fast, and gets things done.
4) Local Experiences & Hidden Gems
Move beyond tourist traps, give them the real city.
Guests can Google landmarks. What they can’t find as easily are the spots locals actually love. A quiet sunset spot. A bakery that’s been around since the '60s. The weekend flea market no one talks about.
These little discoveries often turn into the highlight of the trip. It shows that your hotel pays attention, not just to the room, but to the overall stay.
5) Dynamic Restaurant & Bar Menus
Show what’s really on offer, and make it easy to order!
Guests shouldn’t have to guess what’s available. Show today’s menu, with live updates, real pricing, and filters for dietary needs. No more PDF files. No more “Sorry, we don’t have that today.”
Mobile ordering increases average spend by about 30%. Fresh, accurate menus help upsell and avoid disappointment. That’s because guests take their time, explore more, and don’t feel rushed by a server. It’s also a chance to feature new dishes, limited offers, or staff picks, not just the static list.
6) Easy-to-Find Check-out Info
This one is pretty self-explanatory, and yes, it’s basic. But no one wants to search for it at 11 am. Make checkout time & process transparent and accessible. With nearly half of guests preferring smartphone checkout, easy checkout saves their time and improves your efficiency.
7) WiFi Info That’s Not Hidden in Paragraphs
Guests get frustrated the moment they have to dig around for the Wi-Fi details. It feels like an unnecessary hurdle, especially when they're tired. Check-in times don’t help with the wait; what helps is an internet connection.
When the network name and password are immediately visible, with a one-touch copy function or a QR code, that friction disappears. They feel considered.
It signals that their comfort has been thought through. It’s a subtle yet powerful indication that the experience is designed with them in mind.
8) Sustainability Initiatives
Guests notice and support conscious hospitality, but only if you tell them. Your target audience is shifting from Boomers and Gen X to the value-driven millennials and Gen Z.
They care about the hospitality sector's sustainable actions because they are aware that hospitality is on par with retail when it comes to harming the earth.
Highlight eco-friendly actions, such as recycling bins, energy-saving options, or carbon-neutral programs.
9) Special Offers for Direct Booking
Value post-stay loyalty with early-bird deals, room upgrades, or spa credits just for those who book directly. Guests love a perk, especially when it feels like an insider advantage. A 2023 Phocuswright report found that more than 50% of travellers are willing to book directly if it means better rates or exclusive benefits.
It’s a win-win. Guests feel rewarded, and you reduce your reliance on online travel agencies (OTAs) and their commissions. Add a dedicated section in the directory for “Guest-Only Offers” that pop up near checkout or post-stay. It doesn’t need to be flashy, just clear and easy to claim.
The goal: turn one booking into a repeat guest, without paying for it twice.
10) One-Tap Feedback
When something goes wrong, guests often don’t say it out loud. They leave, annoyed, and take that frustration online.
But if there’s a simple, immediate way to share how they’re feeling, like a quick mobile survey or a feedback button, they’re far more likely to vent there first. It gives them a sense of being heard before things escalate.
The timing matters: catch them while they still care enough to give feedback, not just a rating. This shift turns a potential bad review into an opportunity to rectify the situation, demonstrating to the guest that their experience matters in real-time.
Some things just need to go. Guests don’t say it out loud, but you can tell when they close the tab, skip the QR, or ask reception what they could’ve found in two taps.
1) Outdated PDFs That Never Load Right
It’s 2025. Guests aren’t downloading PDFs, zooming in, and pinching to read menus like it’s 2011. If it takes more than three seconds to load or feels like homework, they’re out.
Pro tip: Ditch the PDF. Go for responsive, scrollable, tappable content.
2) Overly Long Hotel History Pages
Yes, your hotel has a past. Maybe even a royal guest in the ’80s. But when someone just wants to know when breakfast ends, a 500-word timeline isn’t helpful. Unless it enhances the experience (like a story worth sharing), keep it brief or place it elsewhere.
Pro tip: One sentence, max. “Opened in 1932, still serving the same family recipe lemonade.” Done.
3) Service Details with No Action (Call reception? Really?)
Informing guests about your spa or airport transfer without allowing them to book it immediately? That’s not helpful. It’s just a list.
Pro tip: If they have to pick up the phone, it’s not a feature — it’s a missed opportunity.
From Paper to Personal: What Guests Expect and What You Can Fix Today
The days of flipping through a binder on the nightstand are behind us. Guests don’t want to read five paragraphs about your breakfast hours. They want to tap, book, and move on.
Today’s travellers are used to food delivery apps, instant messages, and one-click checkouts. Your directory should feel just as intuitive. Hotel guests now expect mobile-first experiences during their stay. That includes everything from check-in to room service.
But this shift doesn’t mean you have to rebuild everything from scratch. A few minor tweaks can go a long way:
Ditch the PDFs. Replace static menus and guides with scrollable, tappable content.
Cut the filler. Audit your current directory — if it’s not helping the guest do something, it’s just taking up space.
Pick one key feature and go digital. Service booking is a great place to start, it reduces calls to reception and improves guest satisfaction instantly.
Are these quick fixes not meeting your hotel's needs? Have you tried the FineDine way?
FineDine’s Digital Hospitality: Future of Hotel Directories
FineDine makes all this feel simple and smart.
Real-time updates so guests always see what’s available right now.
Personalised content by room, language, or guest profile.
Built-in upsell tools that turn every tap into extra revenue.
Intuitive mobile-first UX that guests can navigate with zero learning curve.
Multilingual support that automatically matches your guest’s preference.
No hard sell. A better experience for both you and them.
Rethink What Belongs in the Room
Your hotel directory isn’t just a folder; it’s a conversation between your establishment and the guests who chose you.
In a world where guest expectations evolve fast, staying competitive means designing every detail around their needs. The room experience should feel effortless, intuitive, and personal, starting with the tools you give them.
Ready to see what that looks like in action? Explore what FineDine can do for your hotel directory or book a personalised walkthrough to experience guest-first design done right.
