In the last five years alone, technology has revolutionised the way that the average consumer will research, plan and book their next holiday, adding a whole new meaning to the concept of a personalised customer experience.
A 2017 Barclays report found that – out of millennials – just over half (51%) would choose one hotel over another if it meant that they could check-in via their smartphone, with 44% taking an interest in providers that offer room control functionality from a personal device.
Hilton Hotels are a prime example of how technology can be leveraged by hoteliers as a point of differentiation. Their “Connected Room” allows its guests to tailor aspects like the room’s temperature, lights and entertainment from their phone.
Yet whilst the need for innovation is apparent, very few are using digital avenues to maximum effect, relying on commission-based comparison sites instead of self-generating new and repeat business leads.
Eight in ten bookings that are made last-minute are completed over mobile but only 16% of mobile bookers will go direct.
Holidaymakers want an ultra-personalised experience in 2019, with 41% going out of their way to find brands that will use artificial intelligence (AI) technology to provide recommendations based on their interests and past travel experience.
Last-minute bookings are completed over mobile
Want to check-in from their smartphone