Customers expect a high level of personalization, from booking to check-out. According to a study conducted by PwC, 88% of guests say they are more likely to return to a hotel that offers a personalized experience.
- Use of technology: Solutions like The digital room directories (such as those offered by Sunver) allow hotels to personalize information and services based on customer profiles.
- Customer data: Analyze customer preferences (room choice, eating habits, hobbies) to offer adapted recommendations.
- Flexible options: Allow adjustments such as pillow choices, check-in/out times, or personalized menus.
In a world where everything is done online, customers expect seamless communication with the establishment via digital tools. A Google Travel Insights study reveals that 70% of travelers prefer to book via digital platforms.
- Intuitive user interface: Offer an easy to access web app, such as a QR code solution without downloading.
- Chatbots : Offer instant customer service to answer frequently asked questions, even outside of business hours.
- Online payments: Facilitate payments via Stripe, Apple Pay or Google Pay.
Sustainability is a priority for many travelers, especially the younger generations. According to a Booking.com survey, 81% of travelers want to stay in environmentally friendly establishments.
- Digitization of media: Eliminate paper booklets and opt for digital solutions such as a digital room directory.
- Sustainable practices: Install solar panels, offer rechargeable bath products, or limit food waste.
- Clear communication: Inform customers of the eco-responsible actions carried out by the hotel.
Fast Wi-Fi is now as essential as good bedding. In addition, guests appreciate the modern technological equipment in their rooms.
- Free and efficient Wi-Fi: Ensure a stable connection throughout the establishment.
- Connected rooms: Offer equipment such as voice assistants, smart thermostats or control tablets.
- Digital entertainment: Offer streaming services directly accessible on televisions.
Despite the rise of technology, travelers continue to appreciate warm and authentic customer service. Human interactions remain a key factor in ensuring a memorable experience.
- Staff training: Focus on empathy and proactivity in interactions with customers.
- Local authenticity: Integrate local cultural elements (decoration, cuisine, activities) into the hotel offer.
- Active listening: Take into account customer feedback to continuously improve services.
Customers want a seamless experience from the moment they book until they check out.
- Simplified check-in/out: Offer check-in options online or via an application.
- Centralization of services: Allow the reservation of activities, spas or restaurants directly from a digital room directory.
- Anticipation of needs: Provide clear information on schedules, local events and transport.
Customers want value for their money, and additional services play a key role in the perception of quality.
- Exclusive offers: Offer tailor-made experiences, such as tastings, guided tours or local workshops.
- All inclusive packages: Include activities and meals in reservations to simplify the experience.
- Third-party applications: Integrate options like taxis or delivery services to meet unexpected needs.
Customer expectations are changing rapidly. The key to success lies in the ability of establishments to innovate while remaining customer-centric. By adopting technological solutions such as digital room directories, by strengthening eco-responsibility, and by investing in personalization, hotels can transform each stay into an unforgettable experience.
Sources:
Sunver is the best solution for creating, customizing and sharing your Digital Room Directory (welcome booklet) assisted by AI.
Offer your customers a sublime experience, save time on a daily basis and increase your additional revenue.
Article written by:
Nathan Assouline
Co-founder of Sunver
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