More Chinese Tourists to my Hotel: 20 Questions for Business Owners

If you are a business owner or a director for an hotel, this article is for you.

• Which top Chinese travel platforms should we be on to maximize bookings and visibility in China?
• Are our booking and customer service processes seamless for Chinese guests, from inquiry to check-out?
• Do we offer compelling discounts or loyalty programs tailored specifically for Chinese tourists?
• What Mandarin-language support do we have across our digital channels to improve communication?
• How well do our rooms cater to Chinese guests’ needs?
• Can we collaborate with Chinese tour operators or package holiday providers to increase our reach?
• Are we maximizing WeChat’s features to keep Chinese guests engaged before, during, and after their stay?
• Do we have a clear feedback loop in place to gather insights from our Chinese guests and use it for improvements?
• What Chinese cultural insights are we missing that could enhance the guest experience?
• How do we ensure Chinese guests feel welcomed and valued from their first interaction?
• Are we using popular Mandarin keywords on our website and booking sites to boost search engine optimization?
• Can we introduce a “China-ready” package that includes a guide, a Mandarin welcome letter, and easy payment options?
• Are we showcasing our unique features and local attractions in a way that appeals to Chinese travelers’ preferences?
• How are we handling online reviews in Mandarin, and are we actively responding to these on Chinese platforms?
• Have we explored creating a Douyin or Red account to showcase our hotel to millions of potential Chinese visitors?
• Are we prepared to accommodate large groups, given the Chinese preference for traveling with family or friends?
• Are there other local businesses or attractions that cater to Chinese tourists with whom we could collaborate?
• How frequently do we check in on the latest Chinese travel trends, like “small-town” tourism, to keep our offers relevant?
• Is our staff trained to handle cultural differences and offer Mandarin-language support when needed?
• How can we go above and beyond for our Chinese guests to create loyalty and encourage repeat visits?

As China’s travel market continues to grow, hotels worldwide have a significant opportunity to attract Chinese tourists, who are keen on new experiences and attentive service. Here are 20 essential questions every hotel owner should ask to maximize their appeal to this valuable segment, with strategic answers that can help elevate your property’s allure.

1. Which top Chinese travel platforms should we be on to maximize bookings and visibility in China?
   Answer: Start with popular Chinese travel sites like Ctrip, Qunar, and Mafengwo. Listing on these platforms is crucial because they’re the primary way Chinese travelers discover and book hotels abroad. Aim to have professional, Mandarin-translated listings to improve visibility and credibility.
2. Are our booking and customer service processes seamless for Chinese guests, from inquiry to check-out?
   Answer: Ensure that Chinese-speaking customer service representatives are available or provide a dedicated WeChat customer service channel. Streamline the booking experience by offering payment methods like WeChat Pay and Alipay, allowing for easy communication and convenience throughout their stay.
3. Do we offer compelling discounts or loyalty programs tailored specifically for Chinese tourists?
   Answer: Yes, tailor special discounts or packages exclusive to Chinese tourists. Promote these offers through Chinese platforms and emphasize value-added perks, such as early check-ins, late check-outs, or complimentary breakfast, as loyalty incentives that cater to their preferences.
4. What Mandarin-language support do we have across our digital channels to improve communication?
   Answer: Ensure your website, booking forms, and guest communication emails are available in Mandarin. Setting up an official WeChat account for direct communication in Mandarin not only improves engagement but is highly regarded by Chinese guests as a customer service standard.
5. How well do our rooms cater to Chinese guests’ needs?
   Answer: Simple additions like slippers, electric kettles, green tea, and adaptors for Chinese plugs show consideration for cultural preferences. Such amenities make a big impact on comfort and leave a positive impression, helping Chinese tourists feel at home.
6. Can we collaborate with Chinese tour operators or package holiday providers to increase our reach?
   Answer: Absolutely. Reach out to Chinese travel agencies and tour operators who can include your hotel in their travel packages. These operators are experts in guiding large groups and can be instrumental in boosting direct bookings from Chinese travelers.
7. Are we maximizing WeChat’s features to keep Chinese guests engaged before, during, and after their stay?
   Answer: Leverage WeChat’s multiple functions to offer pre-arrival tips, in-stay services (like concierge support), and post-departure thank-you messages. Sending exclusive offers and encouraging follow-ups via WeChat builds loyalty and keeps your hotel top of mind for future travels.
8. Do we have a clear feedback loop in place to gather insights from our Chinese guests and use it for improvements?
   Answer: Implement a systematic way to capture guest feedback, ideally in Mandarin, such as through a WeChat survey or QR code-linked feedback form. Analyzing these insights will give actionable feedback on what Chinese tourists value most and areas where you can improve.
9. What Chinese cultural insights are we missing that could enhance the guest experience?
   Answer: Understanding cultural nuances is key—be aware of practices like offering face-to-face customer service and being mindful of the cultural importance of family. Training staff to acknowledge these preferences fosters respect and enhances the guest experience.
10. How do we ensure Chinese guests feel welcomed and valued from their first interaction?
    Answer: Train front desk staff to greet Chinese guests warmly and, where possible, employ Mandarin-speaking staff for smoother check-ins. Having signage in Mandarin, welcome kits, and special greetings can make Chinese guests feel immediately valued.
11. Are we using popular Mandarin keywords on our website and booking sites to boost search engine optimization?
    Answer: Absolutely essential! Mandarin keywords improve your visibility on Baidu (China’s leading search engine). Use keywords like “国际酒店” (international hotel) or “热门景点附近的酒店” (hotels near popular attractions) to optimize search results and attract more organic traffic.
12. Can we introduce a “China-ready” package that includes a guide, a Mandarin welcome letter, and easy payment options?
    Answer: A “China-ready” package tailored specifically for Chinese tourists is an excellent idea. Offer a package with guides, local area maps in Mandarin, and welcome letters. Include QR code payments for convenience, making them feel catered to and appreciated.
13. Are we showcasing our unique features and local attractions in a way that appeals to Chinese travelers’ preferences?
    Answer: Highlight experiences like nearby shopping districts, photo-friendly spots, and culinary tours, as these resonate well with Chinese travelers. Creating video content or visual guides with these attractions, shared on platforms like WeChat, makes a lasting impression.
14. How are we handling online reviews in Mandarin, and are we actively responding to these on Chinese platforms?
    Answer: Chinese travelers pay close attention to online reviews on platforms like Dianping and Mafengwo. Make sure to monitor these reviews and respond professionally in Mandarin. Acknowledging feedback builds your reputation and trustworthiness among future guests. read more
15. Have we explored creating a Douyin or Weibo account to showcase our hotel to millions of potential Chinese visitors?
    Answer: If you haven’t, this is a high-priority move! A Douyin (Chinese TikTok) or Weibo presence is powerful for engaging audiences with short, appealing videos that showcase your hotel’s unique features and local surroundings. It’s an incredible way to reach Chinese travelers directly.
16. Are we prepared to accommodate large groups, given the Chinese preference for traveling with family or friends?
    Answer: Absolutely, yes. Consider group-friendly room configurations and shared amenities, and highlight these options in your marketing materials. Group packages or family-sized rooms can be particularly appealing to Chinese travelers who frequently travel with family or friends.
17. Are there other local businesses or attractions that cater to Chinese tourists with whom we could collaborate?
    Answer: Collaborate with local restaurants, shopping centers, and tour guides that are popular among Chinese tourists. Joint promotions with these businesses can create an added value experience for your guests and broaden your reach within the Chinese market.
18. How frequently do we check in on the latest Chinese travel trends, like “small-town” tourism, to keep our offers relevant?
    Answer: Stay informed by following platforms like WeChat, Weibo, and industry reports to track travel trends. Adjust your marketing strategy to highlight new offerings, such as rural tours or eco-friendly stays, if these are resonating with Chinese travelers.
19. Is our staff trained to handle cultural differences and offer Mandarin-language support when needed?
    Answer: Yes, cultural sensitivity training is essential. Staff should be familiar with key cultural differences, including communication styles, customs, and etiquette. This ensures smoother interactions and a more comfortable experience for Chinese guests.
20. How can we go above and beyond for our Chinese guests to create loyalty and encourage repeat visits?
    Answer: Beyond providing exceptional service, stay connected post-visit. Send personalized thank-you notes in Mandarin, offer exclusive discounts for return visits, and use WeChat for ongoing communication. Building a relationship beyond their initial stay fosters loyalty and encourages repeat business.

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