Want a 5-star summer?
Consider this advice from Bill Gates, “Your most unhappy customers are your greatest source of learning.”
Over 50 million Americans traveled for the 4th of July, leaving plenty of hotel reviews in their wake. There are sure to be a few negative ones mixed in there, but you can use them as an opportunity to learn something. Except for the noise complaints from fireworks — you can’t control everything!?
Positive or negative, be sure to respond to reviews. Summer isn’t over yet, and travelers are looking at those reviews – and your responses – as they plan their trips. Particularly Gen Z, whose expectations are HIGH for their stay experience.
More reviews, more opportunities to improve and give guests the best summer yet!
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Numbers that matter
Over half of Americans planning trips with kids or relatives in tow will opt for the hotel experience. Family friends are off the hook for hosting, and short-term rentals will only attract a fraction of these travelers. So, those pool amenities, family-room deals, and kids breakfast specials will be most needed before summer’s end.
Good news for the industry: hoteliers across the US are rebuilding their workforce at a rate outpacing much of the job market. The pandemic may have fed the staffing shortage, but now hospitality has a chance to attract, retain, and support a loyal workforce. And advancements in hotel technology just might ease the stress of those front desk jobs.
For hoteliers focused on the guest experience, this represents serious momentum towards technology adoption. Guests are expecting seamless, convenient, and personalized service — something hoteliers have and plan to achieve as they integrate more tech solutions into daily operations.?
Trends that matter
Trend 1: Going on an adventure?
The market for adventure tourism in the US is expected to expand at a compounded annual growth rate (CAGR) of 14.1%. Travelers are seeking thrills, from extreme sports to exotic nature experiences, to cultural immersions. This market is spurring the need for individualized travel, so be sure to tailor your messaging to those seeking their next adventure.
Trend 2: In the name of luxury
Travelers are seeking the most elevated of hotel experiences, so many hoteliers are turning their attention to the luxury segment. And it turns out that luxury's driving ADR even higher than 2019. So, if you’re looking to cater to the luxury traveler, consider your service standards, and exceed expectations to drive rave reviews.?
Trend 3: Making technology invisible
It might seem counterintuitive, but the more you adopt hotel technology, the less prominent it becomes in your day-to-day operations — for both your guests and your staff. This frees you up to focus on what matters most: making human connections with your guests. Tech is alleviating staffing challenges and offloading tasks for your front desk. Connecting with guests has never been more important, so those on-property interactions are what guests will remember when writing reviews.
Perspectives that matter
Our 2023 benchmark report is made for you.
Find out how your hotel is engaging with guests at every stage of their journey in Revinate’s “2023 benchmark report: Understanding hoteliers’ performance across communication channels.”