A guest asking repeatedly where to find the lift, breakfast room or accessible entrance may be revealing a wayfinding problem rather than simply needing directions. The pattern can point to confusing names, missing signs, an unexpected route or information that appears too late. Staff observations can help the property identify and fix those friction points. For the wider operating context, see hotel owners | hotel operations | the Feathers Hospitality approach.
Clear responsibilities help teams deliver a consistent stay. The Feathers Hospitality approach tem em conta a operação de cada propriedade.
At a glance
- Record the question, location and point in the guest journey.
- Walk the route from the guest’s starting point.
- Test the revised direction with someone unfamiliar with the space.
Treat a direction request as useful evidence
Note what the guest was looking for, where they asked and what direction was given. If several people ask for the same place, capture the pattern without recording names. The location of the question can be more informative than the destination: guests may reach a confusing junction before asking for help.
Ask the team to distinguish a one-off request from repeated confusion during a busy period. A high number may reflect an event, temporary closure or new staff member rather than a permanent layout issue. Context makes the observation useful and prevents a premature investment in more signs.
Walk the route as a first-time visitor
Start where a guest is likely to arrive and follow the directions that are currently available. Check whether room numbers, lift labels, floor names and destination names agree. Look for decisions that appear before a sign, doors that look alike and routes interrupted by furniture or temporary work.
Test more than one route and time of day. Lighting, open doors, queues and furniture can change what a person sees. A route that seems obvious to a colleague who knows the building may not be clear to a visitor encountering it for the first time.
Write directions as steps with landmarks
Give a clear starting point, the next action, a recognisable landmark and the destination. “Go that way” may work in a quiet lobby but fails once the guest turns or loses sight of the person giving directions. If a route involves a choice, say which lift, corridor or floor to use.
Use the same names on signs, maps and in staff explanations. Avoid abbreviations that only employees recognize. W3C guidance for clear step-by-step instructions concerns digital content, but its emphasis on explicit, ordered actions is a useful editorial reference for spoken and printed directions too.
Check access needs before recommending a route
A shorter route may include stairs, a heavy door or a narrow passage. Ask whether the guest would like help finding a suitable route, without assuming what they can do. Verify accessible routes in the actual property and communicate temporary obstructions promptly. Never describe a route as step-free until someone has checked the full path.
If an area is closed, identify the approved alternative and the person who can confirm it. A map or sign may be out of date after renovation or event setup. Assign a role to maintain route information and make sure the evening and night teams receive closure updates.
Use different forms of information together
Signs, a printed map, a digital directory and a brief staff explanation can support different moments. Do not rely on color alone or on a QR code that assumes every guest has a charged phone and network access. Place information before a decision point, not after the visitor has already taken the wrong turn.
W3C accessibility principles recommend clear page titles, descriptive headings and understandable text for digital information. For physical wayfinding, the property still needs to check visibility, placement and access in the building. A web map cannot compensate for an unclear corridor sign if guests must navigate without a phone.
Measure whether the change helps people move independently
After changing a sign or direction, observe the same route and count repeat questions at comparable times. Ask staff whether guests still stop at the same point and whether the new wording is easy to say. A reduction in one question is useful, but check that people are not simply giving up or using a different confusing route.
Document the version and date of a map or directory so outdated copies can be removed. Review after room renumbering, construction, a new service or changes to guest access. Good wayfinding reduces unnecessary uncertainty while leaving staff available for the questions that genuinely need a personal answer.
Frequently asked questions
Should a hotel put up more signs whenever guests ask for directions?
First find where and why the confusion occurs. One clear sign at the decision point may help more than adding signs everywhere.
How can we check whether a route is accessible?
Have the full route reviewed against the property’s applicable access requirements by a competent person. Do not infer accessibility from a short distance or a single ramp.