Medallia Zingle Report Highlights New Consumer Behaviors & Expectations Impacting the Future of Travel & Hospitality
72% of Americans say that they plan to return to 2019 rates of travel, according to ‘Return to Travel: Setting the Stage for the New Guest Experience,’ the report released today by leading intelligent guest messaging platform for the hospitality industry, Medallia Zingle. Additionally, nearly 40% of those surveyed report having stayed in a hotel within the last three months.
As it continues its mission to help leading travel and hospitality brands enhance their operations and adapt to the evolving needs and expectations of today’s travelers, Medallia Zingle surveyed 1,000+ consumers to examine their behaviors and views towards travel, while highlighting the challenges and opportunities that exist for brands in the coming months.
The report illuminates significant shifts in consumers’ views and expectations that travel brands will need to continue to account for in order to capture the opportunity ahead. For example, 77% of Americans expressed their desire for contactless technology to remain even after a vaccine is widely available, asserting that it would factor into their travel decisions. Additionally, 67% say they expect hotels to adopt contactless, touch-free check-in processes going forward.
“It’s exciting to see how this data suggests strong momentum ahead for leisure travel and the hospitality industry,” said Ford Blakely, senior vice president and general manager of Medallia Zingle. “At the same time, it’s becoming increasingly clear that in order to sustain this momentum brands must continue to tailor their offerings around the contactless experiences that individuals have come to expect, while also retaining high levels of personalization.”
- Opportunity for Hotels to Enhance the Guest Experience: 37% of Americans who have stayed in a hotel in the last three months rate their guest experience as less than four stars.
- Over a Third of Americans Call for Quick Contactless Communication: Over 1/3 of Americans say that when they have questions about a hotel’s safety standards and processes before visiting, they expect a response within 5 minutes or less.
- Online Reviews Reassure Guests: 46% of Americans say that going forward, online reviews that include information on the quality of a hotel’s health and safety processes and standards will be “extremely” important when choosing a destination to stay at.
- Travelers List Their Top Safety Priorities: The top three safety measures individuals expect hotels to adopt are: more intense room cleaning (eg, UV light disinfectant) (74%), Contactless, touch-free check in process (67%), and Temperature checks/health screenings for guests (54%).
Medallia Zingle’s full ‘Return to Travel: Setting the Stage for the New Guest Experience’ report can be downloaded here.