Last month Criton conducted a survey, partnering with The List, to re-assess hotel guest preferences around technology and measure their concerns and confidence levels when travelling and staying in a hotel.
The latest research found that hotel guests are now even more likely to use mobile technology than they were in March. While in March 2020, 73% of respondents said they would download a hotel app, in August 2020 the total percentage reached 80% – meaning that four in five guests would happily make use of the contactless services offered by the hotel.
Almost four in five guests now also think that hotels should have clear cleaning standards to combat COVID-19. This highlights guests’ need to know what steps hotels are taking and the importance for hoteliers to communicate their new standards and protocols to their guests.
A slightly higher percentage of guests, from 71 to 73%, would now use their phone to open the door of their room, stressing again the willingness to use contactless solutions. This is also confirmed by the fact that almost half of respondents said that they will be more likely to order room service with an app or go to the hotel restaurant if they could order via an app.
Following the reopening of the hospitality industry, respondents were asked what measures they feel should be taken by hotels for guest safety and comfort. The research found:
- 75% of respondents said that the hotel should have clearly defined cleaning standards to protect against COVID-19
- 67% said that, in order to consider staying in a hotel, the hotel staff should disinfect everything that people might touch in a room
- 42% of respondents said they would expect the hotel to replace complimentary toiletries, whether used or not, between guests
- 53% of respondents would still prefer to eat in the hotel restaurant, followed by 18% who would use room service
Click here for the full report.
