In today’s competitive leisure market, guest expectations are evolving fast. What was acceptable even a few years ago, is now seen as outdated and visitors will not hesitate to express this in reviews. Whether you are running a holiday park, a family attraction, or a busy event site, pressure is mounting: more guests, more feedback, tighter budgets, and growing demand for better standards across the board.
This guide explores five core areas where forward-thinking operators are making simple but impactful changes – helping their sites run more smoothly, stand out from the crowd, and stay ready for what’s next. If you have ever found yourself firefighting during peak season, struggling with outdated facilities, or unsure what your guests really value, then this guide is made for you.
Modern guests, modern standards: what today’s visitors really want
Today’s guests arrive with higher expectations than ever — not just for comfort, but for convenience, aesthetics, and a sense of ease from the moment they arrive. Influenced by hotel standards, social media, and shifting lifestyles, guests now look for spaces that cater to all their needs. They want comfort that feels effortless.
Guests are no longer just booking accommodation; they are booking an experience. Whether it is a family seeking ease and entertainment, or a couple in search of a peaceful escape, expectations are more nuanced than ever. From private washrooms and stylish glamping pods to seamless arrivals and accessible layouts, every detail counts. Accessibility, in particular, is no longer a “nice-to-have,” it is an expectation. The definition of a “great guest experience” has evolved, and the sites that are keeping up with these standards are seeing the rewards in bookings, positive reviews, and customer loyalty.
Prepare for busy periods with confidence
When peak season hits, problem-free operations and happy guests will be a result of weeks and months of pre-preparation. From fully stocked supplies to training staff and checking facilities are in top condition, it is these foundations that keep things running when demand peaks.
Taking a proactive approach and collaborating with reliable suppliers who understand the pressure of the season, ensures your site is ready to handle anything. It also means you can meet those nuanced guest expectations without last-minute stress. Forward planning goes a long way toward delivering the experiences your guests deserve.
Keep things running smoothly
Guests today expect technology to be built into every part of their stay, and when it is not, they notice. Streamlined booking systems, easy digital check-in and out processes, and stable Wi-Fi connectivity are essential, some may even say non-negotiable. These essentials are the things that we often take for granted until they stop working… and then it becomes a major source of frustration. Make sure the behind-the-scenes operations of such smart systems and tech keep your operations running like clockwork, and guests won’t have a reason to notice.
First impressions count: make every arrival memorable
Guests begin forming impressions and opinions the moment they arrive. That first impression – whether it’s a spotless toilet block, a tidy communal space, or a clearly signposted reception – sets the tone for the rest of their experience. A survey from Initial highlighted that 76% of respondents mentioned that a positive restroom experience would make them more likely to return.
A warm welcome and a well-organised environment helps guests feel comfortable instantly. A survey conducted by P&G Professional indicates that 70% of UK holidaymakers researched customer reviews on a venue’s cleanliness before booking, which marks a significant increase from 40% before the pandemic.2 By investing in these early touchpoints, you build trust and, create a sense of care, and increase the chances of guests coming back – or recommending you to others.
Future-proof your site: build for flexibility and growth
In today’s UK leisure and events landscape, adaptability isn’t just advantageous, it’s essential. According to the UK Caravan and Camping Alliance’s (UKCCA) 2024 economic report, the holiday park and campsite sector generated £12.2 billion in visitor spending and supported over 226,000 full-time jobs last year.
To remain competitive and responsive to shifting guest expectations, operators across holiday parks, campsites, and event venues are increasingly investing in scalable and flexible infrastructure. For instance, Haven has committed £170 million to enhancing their offering, with state-of-the-art Adventure Villages and a Marina Bar & Stages – showing just how much today’s guests expect experiences, not just a place to sleep.
Don’t forget your team; A well-cared-for team delivers a better guest experience, and that starts with the space and environment they work in
Delivering exceptional guest experiences and smooth day-to-day operations wouldn’t be possible without your team – the people working tirelessly behind the scenes. Yet in the hustle and bustle of peak season, it’s easy to overlook them. These individuals are your frontline, when they feel supported, comfortable, and work in well-equipped environments, it doesn’t just lift morale – it reflects directly in the quality of guest interactions.
Quality staff spaces such as clean break rooms, lockers and changing rooms, and well-maintained showers and toilets are all vital to reducing fatigue as well as supporting mental well-being. When the team feel genuinely valued you will feel the difference – not only in the mood on-site, but in retention rates too. And with the cost and disruption of high turnover, especially during peak seasons, well-designed staff areas are a smart long-term investment. Because in the end, a happy team creates even better guest experiences.