Traveller demands at an all-time high, ‘material consequences’ for hotels not prepared

SiteMinder Changing Traveller Report 2021Travellers in Australia, the United Kingdom and United States will not be accepting of dropped standards in their hotel accommodation, in spite of the challenges faced by the hotel industry over the past year, new research by SiteMinder, the world’s largest open hotel commerce platform, has found.

On the contrary, SiteMinder’s Changing Traveller Report 2021, based on the survey responses of more than 800 holidaymakers in each country, shows that expectations are higher than ever before for at least 1-in-2 travellers from Australia and the UK, and 3-in-5 Americans.

SiteMinder’s research underscores heightened expectations among consumers with pent-up demand for travel experiences, after a year of travel disruptions and restrictions. Compared to pre-pandemic times, 60% of travellers in Australia, 61% of travellers in the UK and 78% of American travellers say they plan to travel the same amount or more, which SiteMinder says illustrates the need for hoteliers to remain optimistic about business but also work smarter in order to meet the higher standards now expected of them.

“While the last 18 months have been challenging for accommodation providers, our findings show that traveller demands over the coming year will be unrelenting and hotel guests will not be forgiving of dropped or otherwise average standards,” says SiteMinder’s senior director of global ecosystem, James Bishop. “There are material consequences for hotels that aren’t prepared, including lost business, a tarnished brand and the dreaded negative online review, which is the last thing hoteliers need after the year they’ve endured.”

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Positively for accommodation providers, SiteMinder points to the many travellers who support their personal data being used to better their stay. Roughly four-in-five of those from Australia (79.23%) and the U.S. (80.52%), and more than three quarters of travellers from the UK (77.59%), are not opposed to their personal data being used to improve their stay, which SiteMinder says provides an open opportunity for hoteliers to meet the new highs in standards that are now expected.

“To keep pace and ensure their reputations remain intact, hoteliers must continue to elevate their offering and look to technology to help them through such things as automation and guest data, which gives the ability to understand guests better and personalise communications,” says Bishop. “Importantly, hoteliers must consider their customers’ end-to-end experience, which means assessing every touchpoint, from their website and payment gateways to their check-in process, to the minute those guests leave the building and tell their family and friends all about it. Those hoteliers that lean on technology to remain diligent, are the businesses that will be rewarded during this critical time of recovery.”

Direct bookings continue to rise, but trust remains a challenge

When it comes to booking preferences, SiteMinder’s research reveals the continued growth of direct bookings – a trend first found through SiteMinder’s recent study of the world’s top hotel revenue makers. Consistent throughout Australia, the UK and U.S., direct reservations via a hotel’s website, phone and email remain the most popular booking methods, with a notable year-on-year increase in popularity of 6% in Australia and 11% in the U.S.

Despite this, only 12% of Australians, 15% of UK travellers and 31% of those from the U.S. say that they trust their accommodation provider “a lot” while paying for their stay.

“For hoteliers today, there’s a growing need to offer a seamless experience online and think about their brand presence holistically. It isn’t enough to have a compelling hotel website if the payments portion of the booking process doesn’t feel secure. Hoteliers need to solve for every point of friction and this is the critical role of technology that applies best practice in online commerce for hotels,” says Bishop.

Access the reports here: Australia, United Kingdom and United States.

Tags: Booking channels, channel management, Channel Manager, direct booking, guest expectations, SChanging Traveller Report 2021, Traveller behaviour


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