What are the needs and expectations of hotel customers in 2022?

Hotels, real living spaces where human interactions are daily, have had to adapt over the last two years to continue to welcome their customers.

At the same time, they are facing changing consumer expectations and differentiation is playing an increasingly major role in the selection of a destination where to spend a stay. These expectations are no longer the same as they were 10 years ago. Services and benefits that were previously considered capital gains are now only prerequisites.

In order to remain competitive, of

The different types of consumer expectations

First of all there is Basic expectations of travelers, those who are essential and are considered mandatory requirements for guests staying in a hotel. For example, having clean sheets, a comfortable bed and a wifi connection.

Then we meet again Proportional expectations. These are the expectations relating to the offers that complement the main service and that make it possible to increase the experience lived by customers. Here we can take the example of a 24-hour catering offer or a business corner available to customers.

Finally, there is attractive expectations. Hotels that succeed in meeting these expectations are those that manage to differentiate themselves by offering new experiences and making their customers experience emotions. We think in particular of outdoor activities such as renting a bike or going out to sea.

These 3 types of expectations are universal and concern all types of tourist accommodation, on the other hand, the services offered for each of these expectations vary according to the characteristics of the establishment. Indeed, the basic expectations of a traveller going to a campsite will not be the same as that of a customer staying in a 5* hotel.

Lifestyles that change

It is difficult not to realize the changes in consumption that we have been facing in recent years. Global warming and the health crisis, for example, are omnipresent in our daily lives and have changed our consumption habits.

The current challenge for tourism professionals is to take into account these developments in order to offer offers adapted to their customers. Several trends are emerging: taking into account sustainable development, the creation of shared spaces (coworking) and living spaces that invite actors from the same ecosystem to meet (neighborhood life) or the implementation of strict hygiene rules with respect for barrier gestures that reinforce the feeling of safety of customers.

Finally, if there is one thing that most leisure customers are looking for today when staying in tourist accommodation, it is certainly the concept of experience. We no longer just come to sleep in a hotel or on a campsite but We come here to have an experience, to feel emotions, to have new human interactions and to keep memories.

Innovate and offer new things to your customers!

As you will have understood, it is essential to adapt to the needs and expectations of your customers. However, this can take time and we sometimes lack imagination...

You are not alone!

GetWelcom is there to help you offer new services to your customers. Thanks to our highly configurable and customizable solution for each accommodation, we adapt to your needs and offer you solutions to boost your business and improve the experience lived by your customers.

Do not hesitate any longer! Take matters into your own hands and write to us at hello@getwelcom.com to discuss it.

See you very soon,

The GetWelcom team

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