Monday, December 11, 2023

Hotel customers have become more demanding in their service expectations due to inflation

The behavior of tourists has changed in recent years due to the increase in prices derived from inflation, causing them to demand more than their expectations of service, according to a study conducted by Medallia that ensures that the new tourist is looking for more authentic experiences. and personalized.

The new tourist profile is an informed traveler who is eager for unique experiences. He is motivated to seek authenticity, wants to immerse himself in the local culture and connect with the communities he visits, according to the business software platform that manages customer feedback.

This tourist of the future values ​​sustainability and is concerned with the environmental and social impact of their travel decisions. Additionally, she is digitally savvy and uses technology to research destinations, book accommodations and share her experiences on social media.

The new tourist is greatly affected by inflation. In fact, according to a study by Medallia, almost half of those surveyed said that the price increase is the main factor that affects them in making any decision to finance their home.

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Consumers are forced to cut many expenses, including entertainment expenses, with travel being the third element they use to reduce, behind restaurants and changing purchasing habits to buy more cheap products.

According to the study, consumers will be cautious about spending on travel and entertainment during 2023, but most are still thinking about vacations (especially wealthy households).

For example, 67% of Americans plan to travel in a year. Remarkably, this figure rises to 87% in the case of Spaniards, according to a study by Marriott Bonvoy. Visits to family and friends, or to beach destinations continue to be very popular options, elements to take advantage of in Spain with more than 8,000 kilometers of coastline.


Therefore customer expectations have changed and considering that due to inflation they have to spend more, great challenges and opportunities have emerged that the hotel sector must know how to take advantage of.

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The new tourist expects their experience to be unique and tailored to their preferences. Therefore, hotels should be able to offer personalized services, from choosing pillows to planning local itineraries.

The flexibility of services, such as flexible check-in and check-out times, is also important to meet the needs of the individual guest.

Regarding technology, hotels should know how to take advantage of it to improve the customer experience. Access to a high-speed Wi-Fi connection is now a basic expectation, and that better experience should use mobile apps for less check-in, systems of smart room control, online entertainment options.

Experts say that the hotelier should make the digital experience unique. The majority of purchases, up to 70%, are made via the Internet, which drives the need for this process to be as fast and effective as possible.

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Regarding sustainability, today’s tourists increasingly appreciate the sustainable and socially responsible efforts of hotels. Adopting green practices, such as recycling and reducing energy consumption, as well as supporting local communities through social initiatives, are more important aspects of the reservation decision.

One of the biggest requests from tourists today is to enjoy local and cultural experiences, so hotels must act as true portals to the destination. Offering activities such as guided tours, regional cooking classes or on-site cultural events will allow visitors to live an authentic and enriching experience.

And finally, we must not forget transparent and effective communication which is essential. Therefore, hotels must have good platforms to manage customer feedback through multiple channels, which will allow them to improve the customer experience and increase their satisfaction by feeling heard and appreciated.

Nation World News Desk
Nation World News Desk
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