A digitally demanding generation
While airlines and other travel companies have adopted mobile check-in as a standard solution, hotels have been slow to adopt mobile solutions that would help streamline the guest experience and solve the pain points around the check-in process. However, there is a clear demand for hotels to speed up the arrival process. Research shows that waiting more than 5 minutes to check-in leads to a 50% drop in guest satisfaction.
The new generations are growing up in a technologically advanced world, where travelling and communicating go hand-in-hand and are easier than ever before. It’s estimated that 85% of international travellers have some kind of mobile device while exploring the world, with millennials soon to be the biggest bookers of hotel rooms, and also the biggest critics.
Looking for a more personalised experience, while at the same time prioritising sustainability over financial rewards, they are looking to interact with their hotel digitally, from the initial booking experience to online chat. They are looking to easily find information about local restaurants and facilities available. When information are easily available to guests and they can simply enjoy their experience, they will happily leave good reviews and, as we know very well, reviews are vital to any online business today.
While leisure travellers might still enjoy spending time speaking with the hotel staff at the reception to receive tips and recommendations, business travellers value their time probably more than anything else, and welcome any digital solution that make their life easier and speed up lengthy activities.
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