Hoteliers Are Failing to Offer Guests the Experiences They Demand Finds New Survey
According to a survey of results published by Oracle Hospitality and Phocuswright, hoteliers are increasingly missing the mark when it comes to delivering a satisfying user experience for hotel goers.
Phocuswright were commissioned by Oracle to implement research into ''Creating the Coveted Guest Experience'' with the main aim to better understand the role of technology in influencing hotel-guest experience. The study also accounts for the views of the guests, concerning both chains and independents, to decipher whether advancements in the industry are matching guests’ expectations.
Some of the study’s most significant findings can be found below:
• Technology is an integral part of the travel lifestyle, with over 64% of US hotel guests expressing a strong desire to see further investment in technology.
• Hoteliers lack the data to offer more personal experiences to their guests, however, it is possible for technology to customize offerings without the requirement of more data. E.g., 45% of hotel guests want to be able to specifically pick their room locations, while 94% of business travelers and 80% of leisure travelers would welcome the idea of using smartphones to communicate with hotel staff.
• Postitive experiences are essential as they influence a guest’s behaviour post-stay, with millennials (18-34) more likely to report their experiences on social media (33%) than older guests (26%), it's evident that commentary on social media is likely to become even more prevalent and influential.