According to a new research study from hotel technology provider Criton, 80% of hotel guests would download a hotel app that would enable them to check-in, check-out and get all information about the hotel. Only 8% of guests now would feel comfortable to check-in and check-out at a public kiosk.
Almost half (47%) of the survey respondents indicated that they would be more likely to order in-room service or to go to the hotel restaurant if they could use a mobile app to place their order.
Among the other key research findings:
- 62% of respondents said they would prefer to check-in and out through a hotel app
- 30% said they would prefer to check in and out through a webpage
- 8% said they would prefer to check in and out at a public kiosk
- 80% of respondents said they would download a hotel app that would allow them to check-in, check-out and get all information about the hotel
- 73% would download and use an app that would enable them to open the door of their room
- 47% would be more likely to order room service if the hotel would give them the option of ordering via an app
- 48% would be more likely to go to the hotel restaurant if the hotel would give them the option of ordering food via an app
“In March 2020, Criton conducted a survey to assess technology preferences of hotel guests and to measure their expectations when staying in a hotel. As the survey closed – gathering 5,405 responses – the world was hit by COVID-19 and the landscape of the hospitality industry changed. In July 2020 Criton conducted a new survey – collecting 2,549 responses – to re-assess the hotel guest preferences around technology and measure their concerns and confidence levels when travelling and staying in a hotel.”
The new research report, entitled “Hotel Guest Expectations in 2020 Before and after COVID-19” is available here (registration required).