Comfort zone: What’s the most important part of a hotel stay?
Is this the future: kicking back in your hotel room and streaming your Netflix through the TV or customising the decor to feature your own favourite photos uploaded as the artwork?
One US hotel chain is launching high-tech rooms next year that will allow guests to do all these things. Guests will also be able to control their environment through an app, including temperature, lighting and curtains.
But it seems as if the simple stuff still matters, too.
Technology is a continually evolving part of the hotel experience, from better websites and online resources through to personalised apps and social-media interaction, but surprisingly it’s the basics that remain the core of a successful guest experience.
Cleanliness, comfort and friendly staff far outweigh any other factors, such as any luxury add-ons or perks. According to Hotels.com, in a survey of 5 million guest reviews, these three elements are the things that matter most.
Similarly a report by Oracle Hospitality pinpointed a clean room, location, customer service and ease of the check-in/check-out process as top priorities. But it did note a greater role for technology to play in the guest experience, such as the capability to select rooms, order services and get destination information.
Overall, comfort and convenience is key, but technological innovations are stepping up to provide that next-level polish on memorable guest experiences.