The digital experience: how to meet the rising expectations of hotel guests

What elements of a customer’s hotel journey should be digitalized to elevate their experience?

Digitalization should be about improving the guest experience. Some of the technology implemented will be visible to guests; other technology will sit behind the scenes, helping hotels deliver a better service. But ultimately, digital adoption should always put the guest experience first.

Key takeaways

• Digital check in is one key way that hotels are giving guests a quicker and more seamless check in experience. Some prefer to do everything online, some prefer to pass by reception and do a few steps at reception or an assisted check in desk;
• A common pain point for guests booking into hotels is that spa, golf and dining experiences – as well as reserving car parking spaces – often need to be booked separately from the room;
• Being able to communicate with a hotel in a way that suits them is something guests are increasingly expecting, since they can already do this in the retail space.

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