No exceptional findings here from large analysis but its good to see the focus on hotels acting in sustainable ways and wanting an authentic experience, perhaps this will assist keeping the demand therfore supply of “all inclusive hotels” at a low number in Kefalonia.


Collusion with the constantly changing – and ever-increasing – wishes and demands of today’s digital and insightful customers is a difficult matter. One would say that it is almost impossible to achieve. It is, however, possible to know what will be some of the most important expectations of hotel guests in 2019.

Businessblog of trivago.com analyzed the top trends in the hospitality industry for 2019 from the perspective of customers and, in particular, the findings of the analysis, which show what customers expect this year from hotel amenities, booking experience and reputation of the accommodations they choose to reserve.

What customers expect from hotel services

Cover the basics

There is a lot of noise around new technologies. We also hear a lot about deep personalization and trends like wellness trips. However, before accepting a Bitcoin payment or adding fitness equipment to your accommodation rooms, it is worthwhile assessing whether you have covered the basics.

In a study conducted by the Cornell University School of Management in 2018, it has been found that the most frequently used in-room facilities are still the basics, such as wardrobe, free toiletries, TV, hair dryer, safe and electricity iron. In addition, while customers thought they would be using some facilities such as an alarm clock, a gym and room service, the use of these benefits was actually much lower than expected. On the other hand, the use of benefits, such as parking by valet, seats in the lobby and the concierge, has finally surpassed expectations.

Use their smartphone for everything

Smartphone penetration in the market is now almost universal and it is no surprise that customers now find it possible to keep their mobile phones online and charged during their stay in a hotel. An Openkey survey showed that 98% of customers assume that there will be high-speed Wi-Fi and 88% that there will be charging devices.

However, the survey also showed that more than half of customers expect to use their smartphone as a room key and that they will be able to pay for their mobile payment services.

Have control of their data

Customers are increasingly demanding more personalized experiences. Repeated visitors can expect you to predict their needs based on their previous stay and not just send promotional material that matches their profile. However, many customers are also reluctant to provide information about themselves and do not feel comfortable collecting any data about them.

However, a recent Salesforce report shows that in the overwhelming majority, customers simply want companies to have transparency and control over their data. Even more positive is the fact that the respondents reported that if the confidence level increased, they would be more likely to recommend the company, spend more money and share their experiences.

What customers expect from booking experience

Find your hotel on metasearch websites

According to a 2018 EyeforTravel report, 73% of travelers regularly use metasearch websites. Customers expect to find your hotel on metasearch websites and you now need a full profile that stands out if you want to attract their interest.

Also, metasearch sites are an enormous opportunity to promote your hotel’s online rates to online customers and increase the number of direct bookings you receive. According to a new Phocuswright study , nearly two-thirds of independent accommodation now receive direct bookings from metasearch websites. Rate Connect allows you to publish the prices of your website in trivago through a cost-per-click (CPC) campaign that takes the traveler directly to your website to complete his booking.

Be inspired

A survey by Expedia analyzed how different ethnicities plan their holidays. It showed that the majority of respondents from all countries were looking for inspiration when planning a trip. He also found that most travelers decided between two or more destinations for their holidays.

Therefore, when designing your promotional material and your presence on social media, it may be beneficial not only to display your hotel but also your entire destination. By providing advice on what viewers can see and do, as well as an impressive photo of your location, you can tilt the scales to your side.

What customers expect from the hotel experience

Have a local experience

The current trend in customer experience is that customers want a stay that is characterized by authentic elements of that destination as well as uniqueness. For the design and decoration of the room this may mean reflecting the character of the city or neighborhood, making each room look somewhat different. This can be achieved through collaboration with local artists and craftsmen, as well as informing the customer about any design elements custom-made.

You can also view local experiences and activities and consider working with local tour guides or tour operators.

Enjoy local culinary choices

The latest trend in food is more oriented to homemade cuisine, dishes made from local produce, even from the garden of your accommodation. Alternatively, you can also view what your site has to offer through working with local restaurants to give customers the option of ordering food from local restaurants or offering them new experiences such as canteens or mobile restaurants .

To feel like they are at home

While it may seem contradictory to the desire to experience a local experience, customers want at the same time to have the comforts of their home. These include the technology they are used to using, such as video streaming services like Netflix, digital assistants with voice communication, or something as simple as the in-room coffee maker (a provision that was taken for granted by 59% of customers in their study University of Cornell). This is reflected in the increasing turnaround in apartment-type accommodation, featuring a kitchen and areas with a more homely atmosphere.

What customers expect from the hotel’s reputation

Interact with social media

Travel experience has been transformed from social networking resources. This has affected every stage of the customer’s journey, particularly the millenial travelers.

At the planning stage, social media provide inspiration: a recent study showed that 83% of millennials report that they would be more likely to book a hotel after seeing relevant photos from someone they follow in social media. One in four reported using social media websites to find accommodation directly.

At the booking stage, customers are also expecting to be able to communicate with hotels and use of social media to read reviews and be informed about the reputation of a hotel. It is important to keep track of the comments on your pages on social media and to respond to any negative comments.

And during the stay, customers want to share their experiences: 97% of millennials now share online photos and videos of their travels. Facilitate customers to view your hotel, providing opportunities for taking pictures that are worthwhile to upload to Instagram and communicating to your customers your social media accounts and related hashtag.

Stay in an environmentally sustainable hotel

More and more customers are becoming environmentally conscious. A report from Hilton revealed that 20% of respondents reported looking for information about a hotel’s environmental and social activities before booking.

Showcase your environmentally friendly initiatives such as waste reduction and recycling programs, renewable energy and water saving initiatives, the use of local and organic products, or the availability of electric vehicle recharging stations.

source-tornosnews.gr

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