Close

Cart

Total $0.00

Checkout

ALICE, the hotel operations platform that empowers operational excellence and meaningful guest experiences, released new research uncovering what factors influence hotel satisfaction and found that almost two-thirds of guests (62 percent) with complaints said unfriendly staff are the most frustrating part of their stay. 

The “Hotels at Face Value” report, commissioned by ALICE and conducted by third-party research firm YouGov, also revealed the changing expectations of modern hotel guests.

Modern Hotel Guest Priorities

According to the research, when booking hotels nearly three in five (59 percent) guests who prioritize amenities care most about high ratings and reviews, and almost half (49 percent) prioritize friendly hotel staff – calling attention to the need for hoteliers to ensure staff are attentive and welcoming, delivering more favorable guest experiences to ultimately drive positive reviews.

During their stay, guests with frustrations expressed a demand for hotels to improve their operations and guest-facing technology. When discussing the most frustrating experiences about hotel stays:

  • Nearly two in five (38 percent) said the front desk taking too long to complete requests
  • More than one-third (34 percent) said outdated technology in rooms
  • Nearly one in three (31 percent) said delays in service from hotel staff
     

Diversity of Communication Channels

When communicating needs to hotel staff, nearly a third (32 percent) of guests said they prefer to do so by walking up to the concierge, front desk or other staff member directly. However, this preference is not representative of all guests, as the research indicated hotels should provide a diversity of communication channels. When it comes to how different generations prefer to make special requests, nearly one in every seven (15 percent) millennials (ages 18-34) want to text message with hotels, almost one in five (17 percent) of 35-54-year-olds want an email survey from the hotel before they arrive, and roughly two-thirds (66 percent) of those 55 and older prefer to call hotels directly.

“No hotel guest is the same, which is why, above all else, hoteliers must perfect the practice of personalization and deliver tailored experiences to every single guest. Knowing that a majority of guests pay the most attention to staff friendliness and attentiveness, hoteliers cannot afford to forget the art of hospitality,” said Alex Shashou, President and Co-Founder of ALICE. “Hospitality is a feeling guests get, and personalization is how it is delivered. If hotels don’t want to be viewed as a commodity, then they need to stop treating their guests like one. The biggest brands in the world are looking across their entire customer journey to create experiences and hotels do the same. A guest is so much more than their reservation. Guests deserve to be treated like family. Once they are, meaningful relationships will not only forge, but flourish.”

Research Methodology
ALICE commissioned YouGov — a third party, professional research and consulting organization — to poll the views of 1,219 adults. Fieldwork was undertaken between December 12-13, 2018. The survey was carried out online. The figures have been weighted and are representative of all US adults (aged 18+).

About ALICE

Manage staff work and guest communication across departments with the ALICE operations platform. By joining all the departments of your hotel onto a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service.

Since the company was founded in 2013, ALICE has gained serious traction in the industry working many of the world's leading hotel brands, including Two Roads Hospitality, Dream Hotel Group, Grupo Posadas, SIXTY Hotels, NYLO Hotels, and Leading Hotels of the World. The company acquired concierge technology provider GoConcierge in 2017. For more information, visit https://www.aliceplatform.com/.

Contact: Lola Feiger

lola.feiger@alice-app.com / 6178177251

Related News

Top 3 Technology Trends Casinos Should Watch for at 2019 Oi Summit

South Congress Hotel Graduates From Google Hangouts to Software Optimized for Staff Communication and Task Management

MJH Bringing New Look, New Technology to Fairfield Inn by Marriott Charlotte Northlake

MacArthur Place to Streamline and Standardize Operations With Knowcross

Bahia Hotel & Beach House Takes Service and Operations From 'Great to Excellent'

ALICE Sweeps the 2019 HotelTechAwards

How Viceroy Los Cabos Creates an Immersive Guest Experience

Quore Named No. 1 Housekeeping Management Solution by HotelTechReport for Two Consecutive Years

BENCHMARK® Expands in the Pacific Northwest With Management of Avenue Bellevue InterContinental Hotel

Beekeeper Reveals Game-Changing Capability at ALIS

ALICE Announces the Appointment of Alissa Hendel as Senior Vice President for Strategic Partnership and Brands

2019 Hotel Trends: The Power of Personalization and Building Personal Connections

ALICE Celebrated As the #1 Best Place to Work in Hotel Tech 2019

Black Oak Casino Resort to Implement INTELITY's Guest Experience and Staff Management Platform

Beekeeper Continues to Dominate in the Hotel Technology Arena; Named ‘Top Operational Product’ for Employee Engagement by HotelTechReport

Hospitality Financial Leadership: Understanding the Importance and Use of The Reserve for Capital Replacement

NIZUC Resort & Spa Selects ALICE to Enhance Guest Satisfaction and Achieve Operational Excellence

Prince Waikiki to Boost Productivity and Guest Satisfaction With Knowcross

Philippines’ Bed Box Hotel Adopts Hotelogix PMS to Automate Operations

Beekeeper and ALICE to Host Employee Engagement Webinar

All News »

Please login or register to post a comment.