Punta Cana, RD.- A new study by Oracle Hospitality and Skift shows that 98% of people in Latin America plan to travel in the next six months – with 30% taking an epic “revenge” trip. However, many want to remove the physical element of the high-touch industry they once knew. More than three-quarters (80%) want to use their mobile device to manage their hotel experience, including check-in and check-out, payment, food ordering and more. This is good news for hotels looking to lean on technology to manage staff shortages, without negatively impacting customer engagement and service.
In the coming years, people in Latin America will also seek to further personalize their trips by choosing their exact room and floor and paying only for the amenities they want, and even want to pre-screen properties in the metaverse (88%). In addition, 93% are interested in hotels using their data and also AI to provide them with more relevant offers, such as room prices or meal suggestions and discounts. Half (50%) of hotel representatives in the region see this non-integrated service model as the future of hotel revenue management.
“The pandemic determined the role of technology in the journey of guests and collaborators, and the sector can now go backsaid Alex Alt, senior vice president and general manager, Oracle Hospitality. “Whether a hospitality organization has two properties or 2,000, visitors are looking for the same highly digital self-service experience they also expect in other aspects of their lives, from banking to food ordering. For hotels to meet these demands, especially with limited staff, they need systems that allow them to quickly adapt, “plug in” new services, and serve their visitors better and more efficiently.”.
The “Hospitality in 2025: Automated, Intelligent… and More Personal” study surveyed 5,266 consumers and 633 hotel executives around the world in early 2022 to better understand how guest expectations and expectations have changed. how hotels are adapting. See the report at: https://www.oracle.com/industries/hospitality/hospitality-in-2025-report/
Those who travel do not want to see people during their break
Two years of restrictions created a suppressed desire to travel, with 30% of people planning a longer and more expensive “revenge” trip. But the pandemic has also made travelers feel antisocial, with many wanting self-service and contactless technology:
- 92% of people do not miss being around more people while staying at a hotel.
- 80% agree that they are more likely to stay in a hotel that offers self-service technology to minimize contact with staff and other guests.
- 53% want to make their check-in and check-out contactless; 45% are also looking to pay contactless (and even 8% want to pay in cryptocurrencies).
- 50% want to order room service from their phone or through a chatbot.
Staff is still short, technology helps
Labor shortages remain a major issue for the sector, but hotels in Latin America are striving to incorporate new technology to ease pressure on guests and staff:
- 70% of hotels say that incorporating new technology for workforce management is the best way to describe their strategy to address labor shortages and attract new talent.
- 98% invest or plan to invest in contactless technology, with 48% saying that “a completely contactless experience” will likely be the most widely adopted technology in the industry in the next three years.
- 74% added that their highest priority is to adopt technology that improves or eliminates the need for a reception by 2025.
Those who travel have mixed opinions about the patience they can have in this transition:
- 41% say they want a completely contactless experience for all basic hotel transactions (check-in and check-out, food and drinks, room keys, etc.).
- 37% said staff shortages and resulting slow service would be a deterrent to rebooking a hotel.
People seek the comfort of home, even when they are away
Whether ordering room service or connecting to Netflix, people in Latin America want the convenience and comfort of their homes while traveling:
- 91% are interested in using automated messaging or chatbots for hotel customer service requests.
- 64% said that voice-activated controls for all of their room amenities (lights, curtains, door locks, etc.) is their number one need for future stays. Similarly, 57% of hotels said voice-activated controls are the technology they are most likely to implement by 2025.
- 42% said that access to on-demand entertainment, which connects seamlessly to their personal streaming or gaming accounts, is a must-have during their stay.
- 33% want in-room controls that automatically adjust temperature, lighting, and even digital art based on previously shared preferences.
A la carte hotel prices
Those who travel are interested in a hotel model that allows them to pay only for what they use. Hotels, for their part, are studying new models that sell everything from services to adventures:
- 79% of hotels expect a major change in service model by 2025.
- 65% strongly agree that “special services and upgrades” are critical to their revenue strategy.
- 50% predict that the future of hotel revenue management will be based on the non-integration of room rates, such as the “basic economy” vs. “plus economy” model in airlines.
For those who travel:
- 95% said they would probably book a hotel that allows them to pay only for the services they use.
- 62% are willing to pay more to choose their views; 47% to choose their room; 40% to access services (swimming pool, restaurants, etc.) during special hours; 38% to use spa, wellness or fitness services; 35% to choose the floor plan for your room; 28% to register for early entry or withdrawal after the stipulated time, and more.
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