Survey examines new hotel guest expectations

Nearly 80 percent of respondents to a new survey from Metova have avoided staying in a hotel, casino or resort specifically due to COVID-19. Photo credit: Getty Images / Chinnapong (Blurry hotel lobby)

Software company Metova has released the results of a new blind survey of more than 1,000 people in the United States who have stayed at a hotel, resort or casino in the past two years regarding their sentiment about COVID-19 practices, concerns, and technology in the hospitality industry. 

“COVID-19 has accelerated customer demand for technologies such as mobile check-in apps, keyless entry and mobile concierge services that enable a contactless experience while adding convenience that did not exist in the past,” said Jonathan Sasse, chief strategy officer at Metova. “And not only are these technologies a deciding factor when a customer has the choice to pick one hotel, casino or resort over another, but the overall desire for them is here to stay.”

Click here for all of Hotel Management's COVID-19 coverage

Survey Results

According to Metova’s fall 2020 hospitality survey, 78 percent of respondents have avoided staying in a hotel, casino or resort specifically due to COVID-19. Ninety percent say it is very or extremely important that the facility they stay at enforces COVID-19 safety policies, and nearly 90 percent prefer that the hotel they stay at has a mobile app offering the ability to completely manage a stay without having to interact with a person.

Eighty-six percent say other things being equal, they would choose one hotel over another if one offered the option of a fully contactless mobile check-in, concierge, check-out and facility reservation app. Sixty percent have stayed in a hotel, casino or resort in the past six months, while 82 percent feel the COVID-19 pandemic will bring about changes to the onsite lodging experience that will last well into the future. 

In terms of changes travelers feel would be of most value to in a future hotel stay, mobile check-in and alerts for on-site amenities (68 percent), access to room via mobile app (61 percent), and online concierge services via mobile app (55 percent) ranked highest.