96. The Room Experience and Its Accessibility

In a previous blog entry on "What Constitutes An Experience?", accessibility was listed as one of the three key factors. It refers to how easy, how convenient, how seamless is it for your guest/client to use your product/s or engage in your service/s.

Here are some observed examples of a hotel room that illustrate the lack of easy access:

  • The furniture was not conducive for a positive in-room dining experience. The table was too small and too low for two persons to have a comfortable dine-in.
  • The many switches were confusing as they were not labeled or indicated what each was for.
  • The room service directory was hidden away at the bottom drawer of the bedside table.

  • It was difficult to dispense the hair conditioner and body lotion from the small bottle (due to its viscosity).

  • The battery in the torchlight was weak and required changing.

  • The master control panel for the room lights does not include the standing lamp at the opposite end of the bed.


Reflective thoughts: Spend some time in your hotel room. Study it, scrutinise it, imagine using it as a guest would. Identify as many "inaccessible/less accessible" spots as you can. What are the corrective and preventive measures required?

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