Real-time Guest Experience Insights from Hotel Industry in the USA

This report titled ‘Real-time Guest Experience Insights from Hotel Industry in the USA’ details customers' priorities expressed in their conversations.

The guest experience in the hotel industry is a crucial aspect that can have a significant impact on the business's success. However, sometimes hotels can fall short of meeting customer expectations, leading to negative feedback and a potential loss of business. Common issues include unclean rooms, poor customer service, and pricing issues. In some cases, hotels may need to re-evaluate their current processes and facilities to provide better guest experiences. 

By being proactive and addressing any issues early on, hotels can avoid negative feedback and ensure their customers have a memorable and enjoyable stay. Creating a positive guest experience ultimately leads to increased customer loyalty, higher occupancy rates, and a thriving hospitality business.

To know what influences the guest experience in the hotel industry, the publisher analyzed around 35000 customer reviews of 29 top hotels in the US.

Read this report to explore the incredible guest experience insights from the US hotel industry.

What is covered in the report?

1. Analysis of top category drivers of hotel guest experience.
2. Drill down into the top 3 key category drivers influencing the guest experience. 
3. Top 2 category concerns in guest experience.
4. Drill down into the top 2 category concerns.
5. Customer verbatim on top category concerns.
6. Analysis of guest experience across different cities.
7. Drill down into significant aspects of guest experience across different cities.
8. Analysis of different customer segments and their sentiments.
9. Drill down into significant aspects of the experience of different customer segments.

Why consider buying this report?

1. Gain a better understanding of the customer experience preferences of the US hotel industry.
2. Be informed regarding the top category delighters and the concerns of hotel customers.
3. Understand the aspects that affect positive and negative customer experiences in different cities.
4. Strategize marketing activities, entry into new markets, market expansion, and other business plans by understanding the factors that drive great customer experience. 
5. Understand different customer segments and curate experience according to the requirements.

Key growth factors of the hotel industry

The hotel industry is highly competitive, and hotels must focus on key factors driving growth. One of the critical growth factors is customer experience, which is vital to customer satisfaction and loyalty. Hotels that offer excellent service and amenities and cater to the needs of their customers are more likely to retain customers and attract new ones through positive word-of-mouth recommendations.

However, hotels also face challenges in terms of customer experience, such as poor customer service, low-quality facilities, and unfavorable locations. These issues can harm a hotel's reputation, leading to a loss of customers and revenue.

Despite these challenges, the hotel industry presents significant growth opportunities. The global hotel industry has reached $846.64 billion in 2023 at a CAGR of 13.3% and is projected to grow to $1049.6 billion in 2027 at a CAGR of 5.5%. And the US hotel industry is projected to reach $106.10 billion in 2023. It is expected to show a CAGR of 3.32%, resulting in a projected market volume of $120.90 billion by 2027, driven by increased travel and tourism, rising disposable income, and changing consumer preferences.

Moreover, technological advances have enabled hotels to improve the customer experience, such as mobile check-ins, digital concierge services, and personalized offerings. Hotels can invest in loyalty programs, innovative marketing strategies, and sustainability initiatives that enhance the customer experience. 

Companies covered

• Conard
• Crowne Plaza
• DoubleTree
• Four Seasons
• Harrah's
• Hilton
• Hotel Indigo
• Hyatt Centric
• Hyatt Grand
• Hyatt Regency
• InterContinental
• JW Marriott
• Loews
• Marriott
• Marriott Marquis
• Omni
• Pendry
• Paris Las Vegas
• Renaissance
• Rio
• Royal Sonesta
• Sheraton
• Sonesta
• Sonesta ES Suites
• The Langham
• The Ritz-Carlton
• The Westin
• Thompson
• W Miami

Key Target Audience

• Leaders in the hotels and hospitality industry
• Hotel & hospitality Professionals
• Leaders in Hotels
• Branding Agencies 
• Strategy Consulting Firms
• Marketing Agencies
• Venture capitalists

Using Consumer Insights to Deliver Superior Guest Experience

Delivering a superior customer experience is essential for hotels to remain competitive. A hotel's ability to meet the expectations of its customers can determine the difference between its success and failure. Using consumer insights has proved to be a valuable tool for hotels to create a customer-centric approach and deliver an exceptional guest experience.

Analyzing consumer insights enables hotels to access valuable data about their guests' behavior, preferences, and expectations. Hotels can use this data to better understand their guests, identify common pain points, and determine how to avoid or resolve negative experiences. By highlighting what guests value most, hotels can tailor their services towards these preferences and ensure guests leave feeling satisfied and happy.

By employing a customer-centric approach through consumer insights, hotels can deliver a more personalized and memorable experience to their guests. This allows them to go beyond simply providing a comfortable place to rest and cater to the unique needs of their guests. This approach can result in gaining customer loyalty, repeat business, and positive word-of-mouth recommendations from satisfied guests. Furthermore, these positive outcomes can significantly impact a hotel's bottom line and drive revenue growth.