How can you improve the experience of Chinese guests in your hotel?

How can you improve the experience of Chinese guests in your hotel?

When we asked Chinese visitors what they liked least about hotels outside China these were their surprising results. Read on for the full picture.

When we asked Chinese visitors what they liked least about hotels outside China these were their surprising results

Chinese tourists’ main complaints about hotels abroad
(% of tourists naming the issue)

Source: Chinatouriststar survey, 2018, “What is something you did not like about hotels abroad?”

28% of Chinese visitors criticized lack of communication materials in Chinese and 16% experienced racism/cultural misunderstanding.  Language barrier and intercultural misunderstandings are the biggest issues and you should definitely address them, but hot water and slippers? Why were these issues so prominent?

Why do Chinese tourists care so much about free hot water?

There are four main reasons for this:

A Chinese visitor enjoying a cup of hot tea

1. Chinese believe that hot water is healthier than cold water and many Chinese therefore dislike drinking cold water. In restaurants waiters will often ask if you would prefer your water hot or at room temperature.
2. Boiling water makes it safer to drink: in many areas in China tap water is not safe for consumption and Chinese therefore prefer to boil the water. By the way: If the tap water in your hotel is safe to drink you should add a sign in the bathroom. (Our intercultural guide has the translation)
3. Making tea: needless to say, many Chinese like drinking tea and bring their own tea and thermos on trips.
4. Cup noodles: many Chinese travel with some packs of trusty instant noodles “for emergencies” or when they would miss the flavors of home. This is especially common for the older generation who often is less “adventurous” when it comes to trying new food.

Cup noodles, the “Emergency food in foreign lands” for many Chinese tourists

Slippers – what is the deal?

Chinese offer slippers to guests visiting their homes. This is to make them feel more comfortable. In contrast to the US and some European countries shoes must always be removed when entering a Chinese person’s home.

Chinese visitors care for free slippers

Hotels therefore offer slippers to Chinese guests, which are appreciated for comfort, if the bathroom is wet etc. In short: Chinese people really dislike wearing shoes inside and walking around in socks is uncomfortable: therefore the slippers!

So what can hotels do to be more attractive to Chinese visitors?

When we asked Chinese tourists, this is what they said:

Source: Chinatouriststar survey, 2018, “What can hotels do to be more attractive for Chinese visitors?”

Slippers and hot water are some easy fixes, but the real issue is the lack of information in Chinese. Many problems that Chinese visitors are facing are due to misunderstandings as well as the language and cultural barriers.

Here is where visitors come in contact with your hotel brand:

Touchpoints for Chinese tourists in your hotel

As you can see there are a lot of “touch points” where Chinese visitors will experience your hotel. This starts during the planning stage of their travel, but also includes more simple issues like “how to log into the WiFi if the landing page does not have explanations in Chinese?”

Do you provide Chinese information for all of these? Have you thought about the complete experience of your Chinese guests?

Our top tips for getting your hotel ready for Chinese visitors:

Our recommendations to better market your hotel to Chinese tourists

• Have a great presence on Chinese travel platforms. Did you know that Tripadvisor is far less common in China than mafengwo.com and qyer.com? We have a full guide on these platforms available on our website here. (More free information on Chinese travel portals)

Reaching Chinese tourists in the planning stage of their trip is key

• Offer information in Chinese. Do you have your guest directory, website, brochures, signs, menus… available in Chinese? This will increase your sales and remove intercultural barriers (More information on translation)
• Have a great Chinese name for your hotel. Names cannot just be translated, it is quite an art. Take Marriot for example. Their Chinese name is 万豪酒店, pronounced Wànháo jiǔdiàn. Meaning: 万 (a lot, 10,000) 豪 (grand / rich), 酒店 (hotel). (Read our complete guide on picking great Chinese names)

Selecting the right Chinese name for a business is an art

• Be found on Baidu maps. Google maps are not available in China and people prefer Baidu maps. You should have a complete listing there. (More free information on Baidu maps)
• Understand Chinese culture: do you know why there is often no fourth floor in Chinese hotels? How Chinese people like to eat? What they care for when selecting a hotel? How to resolve conflict with Chinese visitors? (Read some free tips here)

How we want to help you:

You want to be found by Chinese tourists, be understood and be attractive. We are a dedicated agency that helps you reach and engage Chinese tourists.

• Make a connection with Chinese tourists: We create an appealing Chinese name for your company and your team members
• Be understood by Chinese customers: We translate your menus, brochures, websites, signs to Chinese
• Be found by Chinese travelers: We create an attractive presence for your business in Chinese travel portals: mafengwo.com and qyer.com
• You are in good hands: Best of translation, communication and digital marketing

We offer a fair, fixed price service. Order now or contact us for a free quotation!

Read the summary of our offer for hotels!