In Brief: Today’s travelers expect fast, frictionless, and digital services before they check in. Find out more about what they expect from their accommodations here.
Today’s travelers need more than a comfortable bed and a clean room. They’re value-driven, tech-savvy, and experience-oriented. So, they expect frictionless, fast, convenient, personalized, sustainable, and digital services.
And in response, 70% of hotels are now transforming the way they work to meet traveler’s expectations. Read on to learn more about the expectations of today’s travelers before they check in.
Source: Pexels
Arrival-Ready Connectivity Is Now a Guest Expectation
About 81% of travelers state that they consider internet access before choosing an accommodation. At the same time, 64% check the internet speed before choosing a hotel or short-term rental.
Therefore, today’s guests expect seamless internet access from the moment they arrive. And that’s where an eSIM, such as the Holafly eSIM in Taiwan, comes in. It acts as a game-changer for hoteliers and guests.
That’s because it ensures guests can enjoy seamless and reliable mobile connectivity from the moment they arrive. What’s more, it enables them to do away with the common administration and logistical burdens that come with using a SIM card.
The Rise of Pre-Arrival Personalization in Hotels
Today’s travelers demand hotel experiences that suit their unique preferences. That has given way to pre-arrival personalization in hotels. This involves the use of guest data to provide a personal touch in everything from room setups to welcome amenities.
But how exactly does it work? Well, hotels now use AI to analyze past stays, loyalty profiles, and social media insights. So, when you get to your hotel room, you can find it chilled to your preferred 20°C or the pillows are puffed just the way you like.
In addition to that, hotels provide guests with AI-driven apps. Then, the guests use the apps to customize rooms based on their preferences. Thus, when you arrive at the hotel, you’ll get to enjoy a personalized experience.
Why Mobile-First Booking Has Changed Guest Psychology
Source: Pexels
Over 50% of hotel reservations now occur through mobile bookings. This shows that today’s guests want to take control over their booking. And hotel booking apps, such as booking.com, facilitate this. What’s more, they provide travelers with a space to:
- Scroll through different accommodations.
- Compare photos
- Check reviews
- Compare prices
This changes guests’ psychology, as they don’t choose accommodations where they don’t know what to expect. Instead, they reserve places, knowing exactly what they’ll experience.
Digital Concierge Services Guests Actually Want
Guests today expect frictionless digital concierge services that do more than answer basic questions. They need tools, such as AI assistants that handle real tasks, such as:
- Book room transfers.
- Adjust room preferences digitally.
- Handles all queries efficiently.
- Help request extra towels.
- Automate restaurant reservation.
- Direct messaging to housekeeping.
This ensures that fast and practical assistance is available to them 24/7.
How Arrival Experience Shapes the Entire Review Score
The arrival experience often sets the tone for how guests judge their entire stay. In fact, arrival experience sways 70% of hotel review scores. A smooth check-in, clear communication, and minimal waiting times lead to positive reviews.
On the other hand, confusion at reception or delays after a long journey can lead to negative scores. Therefore, hotels should aim to provide the best arrival experience possible for positive reviews.