A successful hotel experience is the sum of many things – as well as the breakfast, Lapland Hotels’ customers praise the unique ambiance and natural service

Press release | Fri Jun 30 15:00:00 2023

According to a recent satisfaction survey, most Lapland Hotels Club members would also recommend the biggest private hotel chain in Finland to their friends. Lapland Hotels’ customers are more satisfied than average, and, according to the survey conducted in June this year, both satisfaction and willingness to give recommendations were highlighted among Lapland Hotels’ regular customers. The survey had more than 7,000 responses from club members.

Pic: Lapland Hotels & Safaris

Most survey respondents had stayed overnight with Lapland Hotels for 1–3 times over a year. The results showed that a good hotel experience is above all else the sum of many things. In the open responses, the award-winning breakfast, natural and warm service and cleanliness of the premises were especially praised.

Pic: Lapland Hotels & Safaris

“Many of the respondents also highlighted the peaceful ambiance and personal style of Lapland Hotels’ city hotels. We invest in customer experience and our goal is to offer a real Lapland experience for all the senses. Based on the responses given in the customer survey, we have clearly succeeded in our goal, which has been to bring the ambiance and flavours of Lapland to our city hotels,” explains Milla Haapanen, Head of Marketing at Lapland Hotels & Safaris.

Pic: Lapland Hotels & Safaris

Increasing expectations for overnight stays

The survey revealed that Club members are also happy with Lapland Hotels’ loyalty programme, in which the points collected may be used, for example, for hotel nights, ski passes at the ski resorts or Lapland Safaris’ adventures.

“Currently, the points are mostly used for reward stays. The parking discount and restaurant services benefits were seen as the most significant advantages of the loyalty programme. On the whole, we received praise for the clarity and simplicity of our loyalty programme,” continues Haapanen.

Open responses also revealed an increase in customers’ requirement level – many hoped their hotel experience would include some degree of luxury and individual attention.

“Respondents said, for example, they enjoyed the various saunas that we have in many of our hotel rooms. Just going to the sauna by yourself is something quite special for many.

Customer feedback is more precious than gold

According to Haapanen, this survey, conducted among loyalty programme members, is a highly valuable way for the hotel chain to receive feedback and develop its operations towards what customers are hoping for.

“In addition to this survey, all feedback is extremely important to us, because we always try to enhance our customer experience,” concludes the Head of Marketing.

For further information and interview requests, please contact:
Milla Haapanen, Head of Marketing, Lapland Hotels & Safaris, tel. 050 3926 249, milla.haapanen@laplandhotels.com

Travel enterprise Lapland Hotels & Safaris offers Northern experiences for all the senses. It consists of Finland’s largest private hotel chain, Lapland Hotels, the largest experience service company in the Nordic countries, Lapland Safaris Group Oy, and Lapland Ski Resorts. The group has approximately 1,700 employees in total. Lapland Hotels has 19 hotels, more than 2,400 rooms and apartments as well as over 10,000 restaurant seats around Finland: in Ylläs, Levi, Saariselkä, Rovaniemi, Olos, Luosto, Kilpisjärvi, Pallas, Hetta, Helsinki, Tampere, Oulu and Kuopio. Lapland Safaris offers unique outdoor activities at eight destinations in Lapland: Rovaniemi, Ylläs, Saariselkä, Levi, Luosto, Olos, Hetta and Kilpisjärvi. Lapland Ski Resorts comprises five ski centres located in Ylläs, Luosto, Olos, Pallas and Rovaniemi. www.laplandhotels.com/en/, www.laplandsafaris.com/en/