U.S. Travelers Weigh In On Hotel and Travel Smartphone Apps
A new survey conducted by Cornell University’s Center for Hospitality Research points to what mobile users expect from hospitality and travel smartphone apps.
On the cusp of 2015's travel season, a recent study points to smartphone features that surveyed participants say they currently use or expect to have available from hotel and travel mobile applications. Conducted by Cornell's Center for Hospitality Research (CHR), the report The Mobile Revolution Is Here: Are You Ready? is the first of a multi-phased project, sponsored by Intel in conjunction with Monscierge, for advancing mobile innovation in the hospitality industry.
A few of the high-level findings note that guests are particularly interested in using mobile for: room-ready notifications, requesting room amenities, hotel services and rooms upgrades. The data also reflects women and younger travelers were particularly willing to share personal information on a limited basis in exchange for special services offered.
"This is the first look at guests' mobile expectations while they are on property, proving that guest desire a mobile-enhanced experience. These expectations aren't unrealistic. We're using our phones to get our prescriptions, do our banking ... already various relationships of trust," says Gene Hopper, Strategy & Alignment, Monscierge. "Guest expect to use smartphones to build connections to their hotels, to take the friction out of regular tasks."
The study speaks to digital platforms used for both the pre-trip phase and during the travelers' stay. It touches slightly on post-stay connections, looking at personal information guests are willing to share that might boost poor hotel-to-guest engagement or potentially increase onsite revenue.
Notably, the report indicates travelers preferring one over-arching app that could be used to create a personal travel profile, serving as a central location for their information and preferences. This is so hotels could provide a more customized experience rather than needing to download apps for individual hotels or brands.
Monscierge is a global software company specializing in innovative hospitality solutions for properties, owners and brands. Monscierge has built a powerful, scalable platform that powers their expansive product line, Connect, to help enhance communications and relationships between hotel guest and staff through mobile, tablet, large-format touch-screen devices, and the central web-based platform that manages content. With installations in over 60 countries and multilingual capabilities, Monscierge is dedicated to improving guest experiences and hotel staff efficiency throughout all hospitality service tiers.
