Elite Hotel Frost: building exceptional guest experiences from day one

Since opening in Kiruna in summer 2025, Elite Hotel Frost has maintained an NPS above 70 and reached an impressive 81.54. A strong example of what can happen when guest experience becomes part of the foundation from the very beginning.

Opening a new hotel means starting from a blank page. New teams, new routines and new guest expectations all need to come together quickly. For Elite Hotel Frost in Kiruna, that journey has resulted in consistently strong guest feedback. Since welcoming its first guests in summer 2025, the hotel has maintained an NPS above 70, with the latest result reaching 81.54.

For us at Loopon, that makes Elite Hotel Frost an example worth highlighting.

Starting with the guest experience

Strong guest experiences rarely come from one individual initiative. They are created across hundreds of interactions, from the first welcome and the room experience to breakfast, service and how unexpected situations are handled.

For a newly opened hotel, creating that consistency from the beginning is particularly challenging. Teams are finding their ways of working while the hotel is simultaneously learning what its guests value and expect.

The results from Elite Hotel Frost suggest that the hotel has succeeded in establishing a strong foundation early. Maintaining an NPS above 70 over time is not about one exceptional stay. It reflects the experiences of many guests.

Listening makes improvement possible

Guest feedback adds another dimension to that work. It helps turn individual experiences into a broader understanding of what is working and where there are opportunities to improve.

Through Loopon, Elite Hotel Frost can follow guest feedback and use it as part of its continued development. Positive feedback helps highlight what guests value and what the team should continue doing. Other feedback can point towards areas that deserve attention.

That continuous cycle matters. A strong result is valuable, but understanding what sits behind it makes the result more useful.

The goal is not simply to achieve a high score. It is to understand what creates it.

An example worth following

An NPS of 81.54 is something to celebrate. But what makes Elite Hotel Frost particularly interesting is the consistency behind the number.

From the beginning, the hotel has established a high level of guest satisfaction and created a strong foundation to continue building on.

For other hospitality organizations, the example is a simple reminder: listening to guests should not be something added once everything else is in place. It can be part of how the experience is developed from day one.

And that is exactly the kind of progress we love seeing at Loopon.