Amenities are additional features and services provided by hotels to enhance guest comfort and satisfaction. These include in-room features such as Wi-Fi, toiletries, and coffee makers, as well as property-wide facilities like pools, gyms, spas, parking, and concierge services.
Amenities have a big effect on how guests experience the hotel, how they review it, and whether they book again. The front desk and housekeeping teams make sure that everything is available, in good condition, and restocked when needed.
Revenue managers and marketers use amenities (e.g., pools, gyms, restaurants) to determine room pricing and to create packages that highlight specific features. PMS and CRM systems can track what guests like so that hotels can suggest more expensive or better options — for example, spa treatments or enhanced minibars when guests are checking in or via email or text.
Key amenities should align with the needs and expectations of the target guest segment. Business travellers want fast Wi-Fi and meeting rooms, while leisure guests prefer pools, wellness facilities, or family services. If amenities are in bad condition, guests are more likely to be unhappy than if they are missing.
