To succeed this summer, hotels should deliver on brand promises, understand guest expectations and personalize experiences
Aug 12, 2024
Hotel brands are poised to benefit the most from this year’s busy summer travel season. According to Medallia Market Research’s May survey of 2,000 travelers, 53% plan to stay in hotels, while a smaller portion, 28%, will opt for Airbnbs and Vrbo rentals.
Key takeaways
- Hotels outperform short-term rentals in terms of location and perceived cleanliness. The survey found that 50% of hotel guests prioritize location when choosing accommodations, compared to 44% of short-term rental users;
- By understanding the guest experience, hoteliers can improve the overall experience. Digital experience analytics and behavioral intelligence tools are valuable for identifying key factors during the booking and pre-stay phases;
- For brands, earning guest trust and loyalty depends on delivering on promises. For hotels, this means uniting teams around the brand promise and relentlessly ensuring it is delivered.
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