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Monday, December 05, 2022

Travelers want more flexibility and fewer services

viajeros estadounidenses revenue management flexibilidad

Casa Living, the startup that has been working for two years to gain a foothold in the market that is dominated by Airbnb, has just released a report revealing that 90% of American travelers prefer limited interactions with hotel staff. .

This report, which covered 1,000 US travelers, shows that frequent travelers, business travelers and the younger generation are the ones who seek “self-guided” experiences that offer accommodations through technology. Likewise, these are sections that request fewer services in the style of traditional housing.

“Flexibility comes first,” says Casa CEO Roman Peden. “In a remote and hybrid world, travelers are controlling where and how they work or play. The industry must adapt to meet those needs,” he comments.

most versatile destination

American travelers tended to prefer multifaceted destinations and fewer procedures than those deemed traditional.

For today’s travelers, the best accommodations are those that can meet a variety of needs: when they move with family and when they decide to work remotely.

98% of those surveyed agreed with the above statement, while for 57% it was a “mandatory condition” for choosing one housing or another.

check-in time

73% of US travelers surveyed said they had unpleasant experiences with in-person check-in. Primarily, processes that are too lengthy (44%), misinformation (32%) or unfriendly employees (31%).

In addition, 47% of Millennials rated check-in at the front desk and room service as a low priority when choosing a hotel. This percentage fell to 34% of Gen X respondents and 22% of Baby Boomers.

Plus, respondents of all ages appreciate the flexibility that virtual travel planning brings. Among young travelers, this interest is very prominent. In fact, 97% of those surveyed preferred to handle at least one part of their travel planning through an app or website. Still, Gen Z and Millennials are twice as likely to prefer virtual check-in through an app or website than GenX or Boobmers.

taste for digital

99% of travelers planning to travel in the next five months said they would like to replace in-person interactions with digital experiences. And it is that more and more travelers, especially young people, feel safer directing their own experience than relying on a third party to do it.

Also, most respondents prefer a flexible, practical approach to customer service that offers or requires interpersonal interaction. In Millennials and GenZ, the percentage rises to above 60%.

Less use of traditional services

Similarly, respondents indicated that they did not require room service or reception staff or bellboys. However, they prefer gyms or swimming pools.

On the other hand, 61% of blizzards or business travelers said that these more traditional services have limited appeal. However, they prefer that other additional things that normally go unnoticed, such as privacy or tranquility, are taken into account.

56% of respondents said they used some of the available services, while 17% used little or no at all.

In the end, 81% of travelers encountered unwanted guests at the hotel; And 70%, especially baby boomers, took action by notifying the front desk. Still, young people are more reluctant to complain: Only 47% of Gen Zs and 59% of Millennials took action, such as telling the front desk. Mind you, he later left a negative review stating that the hotel was noisy.

Images provided: Unsplash

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