New research has found only 8% of guests would feel comfortable checking in and checking out via a reception desk, as consumer habits favour a more digital guest journey during a hotel stay.
Research conducted by UK-based Criton highlighted that 80% of guests would download an app that would enable them to check in and check out, rather than going via a public kiosk amid safety concerns surrounding coronavirus.
The figure has increased 10% compared to March 2020, prior to the COVID-19 lockdown.
The findings focus on crucial information for designers working in hospitality, with guests’ mobile phones now clearly being recognized as an essential tool for delivering a safe experience.
Also, 47% said they would be more likely to order in-room service or to go to the hotel restaurant if they could use a mobile app to place their order.
The results were derived from two surveys of more than 7,000 travelers which measured preferences before and during the COVID-19 pandemic.
Julie Grieve, founder and CEO of Criton said: “Undoubtedly due to COVID-19 there has been a significant change in how guests are looking to interact with the hotel, however in reality the demand for digital was there before the global pandemic.”
