In an era of personalized experiences, understanding what travelers seek in a hotel has never been more critical. Check key things that matter most for your guests, from pre-stay to post-stay.
NB: This is an article from TrustYou
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Pre-Stay Preferences – Crafting the Ideal Journey
Engaging Modern Travelers with Cutting-Edge Booking Experiences
Booking travel has become quite complicated nowadays. Travelers want more, and their ways of booking trips keep changing.
With the rise of the internet, planning a trip has gotten trickier because there’s just too much information, often inconsistent or contradictory. This can leave travelers feeling confused and stressed.
Today’s travelers expect intuitive online and mobile booking platforms that offer ease and flexibility. If a website is slow or difficult to navigate through, people are likely to leave and look elsewhere.
Hotel websites and booking platforms have 1 to 3 seconds to keep their visitors on their websites. After this period, 1 out of 3 users will leave the website if it isn’t compelling or if the pages don’t load fast enough.
Personalizing the Pre-Stay Experience
What are travelers looking for in a hotel today that goes beyond a place to sleep? They seek experiences tailored to their preferences and needs.
For example, websites can suggest accommodations taking into account criteria used from previous bookings or additional services to make the trip as seamless as possible. Post-booking, hotels can follow up with a tailored email to suggest additional relevant services and add trip recommendations.
Travelers are now more interested than ever in receiving suggestions tailored to their needs in real-time. A recent study by Skift showed that 75% of consumers would like to receive personalized offerings on the go while booking their trip.
Using accurate information is crucial to ensure that your personalization services are hitting the right spot. Almost 8 out of 10 consumers view brands negatively if they include inaccurate personal information when interacting with them.
On-Site Expectations – Meeting and Exceeding Modern Demands
A Human Touch Across the Entire Guest Experience
Creating a positive first impression is critical for guest satisfaction. That’s why customer service and staff friendliness are crucial not only for the on-site experience but also for pre-stay and post-stay.
More than 6 out of 10 travelers are willing to pay more for 24/7 customer support throughout the entire trip. Whether talking to a human at the reception desk or via phone, consumers see this as an assurance that there is someone able to help if they encounter an issue. Service also gets the highest scores after the guests check out. Based on our analysis of more than 153.6 million guest reviews, a hotel with great service can improve its overall score by up to 6.26 points.
