Travelers who book vacations now want to check their room in the metaverse first. They want to do it from home before committing. And please don’t talk to them while they are there.
Instead of the pandemic making travelers desperate for social contact, wild parties and general debauchery, it has actually had the opposite effect. In fact, it made them anti-social hibernating bears who only want to interact with robots.
Travelers also don’t want to deal with surprises, like a real human talking to them.
That’s according to a new study from Oracle Hospitality. The report shows that travelers now have a strong aversion to people. They don’t want to be “shaken” by having to interact with other sentient beings.
Travelers – Don’t talk to them
According to the report, travelers recoil at the thought of talking to hotel staff. 73% of respondents want hotels to offer technology that helps them have less contact with hotel employees. They also didn’t want to have much to do with other customers.
The report states, “Nearly three-quarters of travelers want to use their mobile device to manage their hotel experience, including check-in and check-out, payment, ordering food, and more. This is good news for hoteliers looking to manage staff shortages without hurting guest engagement and service. »
Daily smoothing of parts is quickly going out of fashion. No one wants staff touching their stuff. Just under a quarter wanted their room cleaned every day, the majority didn’t care.
Travelers also want digital art in the room to suit their tastes, which they can flag beforehand when booking.
When ordering room service or signing up for a streaming service like Netflix, travelers want a hassle-free transition. “45% said access to on-demand entertainment that seamlessly connects to their personal streaming or gaming accounts is their #1 must-have during their stay.”
Travelers want contactless zones
The survey also showed that travelers want to eliminate the “touch” of the industry.
43% want voice commands for all in-room amenities (lighting, locks, curtains, temperature).
The report also indicates that travelers want to personalize their trip. They will do this “by choosing their exact room and floor and only paying for the amenities they want – and even wanting to pre-select properties in the metaverse.”
Travelers want a hotel model that lets them pay for what they use. They will pay more to choose the view, the room and the floor; arrive early/late; use the spa or fitness center (or not).
Alex Alt is the senior vice president of Oracle Hospitality. “The pandemic has established the role of technology in the guest and associate journey, and the industry will never turn back. Whether a hospitality organization has two properties or 2,000, customers are looking for the highly digital self-service experience they expect in other aspects of their lives, from banking to ordering food. For hoteliers to meet these demands, especially with limited staffing, they need systems that will allow them to adapt quickly, “plug in” new services, and serve a diverse group better and more efficiently. of travellers.
73% of travelers are more likely to stay at a place with self-service technology. A large portion of them want staff only on demand.
39% want to order food using their phone. 49% want contactless payments. And some of them want to pay in crypto.
Hoteliers were also interviewed. 96% of them are now scrambling to invest in contactless technology. 62% install “a completely contactless experience”. This included getting rid of the reception altogether.
Just under half of hotel executives said seamless in-room entertainment is another thing they strive to implement.
Of course, the hoteliers are damn happy. In a staff shortage, where business owners have to fight to get someone, ANYBODY, to work for them, that’s good news. Installing the technology means hotel owners can get rid of staff. Staff tend to need things like toilet and food breaks, and vacations where they may have little or no interaction with staff.
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