Exploring the Disconnect Between Sustainability Practices and Customer Experience Evaluation at Hotel Le Saint-Sulpice Montreal
Argyropoulos, Maria (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121938724
https://urn.fi/URN:NBN:fi:amk-2025121938724
Tiivistelmä
This thesis examined the gap between sustainability initiatives publicly promoted by Hotel Le Saint-Sulpice and the degree to which guests were called in evaluating those initiatives. Commissioned to support the hotel’s strategic development, the study aims to explore the extent to which Hotel Le Saint-Sulpice engages its guest through feedback mechanisms. The purpose is to demonstrate the significant gaps in guest-questioning practices, more specifically related to sustainability initiatives. It will show how the lack of guest-feedback mechanisms concerning sustainability prevents them from better understanding their guests. The development task focussed on assessing the hotel’s current feedback mechanisms and compared them with those of similar boutique competitors in Montréal.
The theoretical framework covered the topics of guest feedback mechanisms, customer experience, and sustainable hospitality. Methodologically, the study combined qualitative survey analysis with the help of a qualitative benchmarking analysis as well.
The findings revealed a large disconnect. Although sustainability is positioned as a core brand value and the commissioner hotel has implemented meaningful environmental improvements, guest engagement around these initiatives remained minimal. Competitor analysis showed a similar pattern across the local market, and it shed light on a broader industry gap rather than an isolated case. The absence of sustainability-focused guest feedback processes has limited the hotel’s ability to assess the impact of its initiatives on satisfaction, loyalty, and perceived value.
The analysis concludes that Hotel Le Saint-Sulpice would benefit from integrating targeted sustainability questions into its feedback tools, fostering two-way communication, and using guest insights to refine and prioritize future initiatives. Recommendations include formalizing sustainability-specific survey items, training staff to communicate these initiatives more interactively, and leveraging guest input as a strategic differentiator within Montréal’s boutique hotel sector.
The theoretical framework covered the topics of guest feedback mechanisms, customer experience, and sustainable hospitality. Methodologically, the study combined qualitative survey analysis with the help of a qualitative benchmarking analysis as well.
The findings revealed a large disconnect. Although sustainability is positioned as a core brand value and the commissioner hotel has implemented meaningful environmental improvements, guest engagement around these initiatives remained minimal. Competitor analysis showed a similar pattern across the local market, and it shed light on a broader industry gap rather than an isolated case. The absence of sustainability-focused guest feedback processes has limited the hotel’s ability to assess the impact of its initiatives on satisfaction, loyalty, and perceived value.
The analysis concludes that Hotel Le Saint-Sulpice would benefit from integrating targeted sustainability questions into its feedback tools, fostering two-way communication, and using guest insights to refine and prioritize future initiatives. Recommendations include formalizing sustainability-specific survey items, training staff to communicate these initiatives more interactively, and leveraging guest input as a strategic differentiator within Montréal’s boutique hotel sector.