As time passes and technology keeps evolving, we enter into a new era of guest expectations. It’s no longer enough to simply meet their needs, and the challenge now lies in exceeding them. In this dynamic landscape, where every guest is an insightful traveler armed with high expectations, how can you ensure your property fulfills those expectations and stands out?
What Do Guests Expect in 2024?
In the rapid world of hospitality, the only constant is change. As we gaze toward 2024, hoteliers, marketers find themselves at the intersection of innovation and guest expectations.
The burning questions on everyone’s minds are: What do guests expect in 2024, and how can we engage them effectively?
In this article, you will find several new trends that provide insights into fulfilling these expectations and creating happier guests.
How Can the Hospitality Industry Meet and Exceed Guest Expectations in 2024?
As the hospitality industry continues to evolve, guest expectations are ever-changing. In 2024, guests will likely have higher standards and unique preferences, especially shaped by technological advancements, cultural shifts, and lessons from recent global challenges.
To remain competitive and thrive in the industry, hotels, and accommodations must understand what guests may expect and how to engage them effectively.
Technology will be pivotal in enhancing convenience, personalization, and efficiency, with guests expecting seamless digital experiences and smart room features.
Here are some of the key aspects of the expectations guests are bringing into 2024.
1. Flawless Integration of Technology
Guests will anticipate a seamless blend of technology into their stays. This includes streamlined mobile check-in, keyless entry, in-room automation, and high-speed Wi-Fi. None of this will be considered an “extra” but a must-have.
However, it’s important to remember that technology should enhance the guest experience, not overshadow it. Hospitality in 2024 will be about balancing technology’s convenience and personal service’s warmth.
2. A Strong Online Presence
In 2024, having an online presence will be more important than ever. Guests will continue using Google and other search engines to look for information when planning a trip, and accommodations with no websites or a poor online experience will suffer.
A good website experience will continue to be key when fighting with OTAs for direct bookings, as a bad experience can cause travelers to abandon their booking process.
On the other hand, social media content will continue to be important in influencing the decision of Gen-Z travelers; therefore, using the right channels and formats will put accommodations on the right path.
Is your website optimized to attract all these travelers and get them to book directly? If not, check to get inspired with 8 ways to optimize your hotel website for direct bookings.
4. Personalization Beyond the Ordinary
Guests will expect a level of personalization as it’s a popular word in the travel industry that goes beyond their names on welcome screens. With the aid of advanced data analytics and artificial intelligence, accommodations can anticipate guest preferences and provide tailored experiences.
This includes personalized recommendations for dining, activities, and amenities, ensuring that each guest feels truly valued. Again, although this was seen as an extra or added value before, guests now expect it as part of good service.
How can you provide personalization to the level of a pina colada? Using your guest data. This will be your most effective tool to reach guests using the right message and on the right channels. And a hotel CRM is key to making this happen.
If you want to learn more about how CRM can empower personalization, read: From Zero to Hero: 4 Ways a Hotel CRM Can Level up Your Marketing Efforts.
5. Looking for Comfort Despite the Budget
Rising costs and inflation will cause people to reconsider their options. However, they won’t stop traveling. Mental health has become a priority more than ever, and traveling is seen as a way of escaping and recovering from work.
In this sense, travelers are prioritizing their trips. According to SiteMinder’s Traveller Report 2023, 87% of travelers worldwide will spend additional money on more than accommodation.
Adjustments will be made, but people will still pay more for comfort and a good experience overall.
6. Flexible Booking and Online Safety
In recent years, experiences have underscored the importance of flexibility and safety in travel. Accommodations should offer flexible booking and cancellation policies, transparent communication of health and safety protocols, and robust security measures to ensure guest peace of mind.
However, safety has taken a turn, as being safe while surfing online is also a priority. As travelers spend more time on the internet, they expect the right protocols and policies to protect their data. In this case, accommodations must prioritize safeguarding guest information. Transparency regarding data usage and robust cybersecurity measures are essential in winning the guests’ trust.
7. The Power of Feedback
Guest feedback will continue to be of great worth in 2024. Reviews continue to be the driving force when convincing a traveler to make a booking. Therefore, developing a feedback and review strategy should be among each property’s priorities since it has great power to generate (or cancel) bookings.
According to SiteMinder’s Traveller Report 2023, 49% of travelers expect to even find the reviews on the property’s website, making it easier to get all the information in one place.
8. Customer Service is the New Luxury
According to travel and hospitality analyst Lindsey Roeschke, the term “luxury” garners a more favorable response from people than not, although it falls behind other popular words associated with travel experiences like “authentic,” “unique,” “personalized,” and “relaxing.”
The report found that travelers and guests now put customer service above classic “luxury standards“. They prefer a better experience and service than the classic benefits. In fact, 55% of U.S. adults firmly believe that top-tier customer service is necessary for categorizing their travel experiences as “luxury.”
Crafting Memorable Experiences
The future of hospitality in 2024 is about efficiency and creating memorable experiences. Technology plays a role in facilitating these experiences by allowing you to offer tailored activities for your guests based on their preferences or even offer a surprise that will elevate their satisfaction.
The Winning Formula for 2024: High-Tech Stays with High-Touch Hospitality
In 2024, the hospitality industry stands at the intersection of innovation and tradition. Guests expect more tech-savvy accommodations while providing comfort and friendly service.
In this sense, the winning formula for accommodations in 2024 is using technology to augment, not replace, friendly service.
In 2024, seamless technology integration will be the norm, as well as basic online presence and optimization. Being a guest must be easy even before the booking moment. Already in the research phase, your accommodation should be easy to find and have outstanding content to convince travelers to make a direct booking.
Free Guide: The Real Way to Recover Direct Bookings and Outcompete Others Long-Term
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