Hotel Guest Motivation

March 22, 2017

 

The hospitality industry is slowly bettering guest’s experience by making it easier than ever to book a room and access their services through app and online platforms. They believe that by offering a centralized platform for their services that they will be able to gain and retain more guests than ever before.

However, if we put ourselves in the shoes of a guest, what motivation do we have to download a hotel app? Many of us don’t stay at the same hotel everywhere we go, and this would require us to download an endless barrage of apps that we delete as soon as we book our next hotel.

According to Deloitte’s 2017 travel and hospitality industry outlook brief, one of the reasons that services like AirBnB have outpaced the growth and loyalty in the hospitality space is because AirBnB “not only opened up a new revenue stream, it now has greater visibility into the customer travel journey and a better understanding of its users’ preferences and behavior.

While hotels are trying to keep up, they have to smart small. It begins with a better user experience just by having an easy-to-use self-managing way of engaging a hotel.

Put your self in the shoes of a hotel guest and answer the following:

  • Do you hate waiting in line to check-in?

  • Would you like a more flexible check-in schedule?

  • Do you enjoy having your needs anticipated before you have to ask?

  • Have you ever wanted more information about the area you are in, but found the brochures to tedious to go through?

  • Have you ever wished you had a customizable rewards program that gave you access to the goods and services that mattered to you?

As a guest, we expect that hospitality keeps up with the advances in technology. Where the industry has been slow advance, other services and businesses fill in the gaps left behind.  To provide hotel guests with a better experience, it starts off with how they access their rooms, and other facilities – their key to the experience the hotels want to provide.

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