Needs and expectations by hotel guests change over time, and we believe self-service is not only an acceptable substitute for a manual check-in but now also a guest expectation.
The expectations and needs of hotel guests change not only with generations and new consumption patterns but also with available technologies and the type of stay. Emerging generations of travelers are much more mobile and connected compared to only ten years ago. In addition, travelers see themselves increasingly informed and demanding about the quality of service they expect to receive. Indeed, having 24/7 access to information, digital resources, and especially online review platforms has made them more educated and more independent in deciding where to stay when traveling.
"the new silent generation" wants to be in total control
Generation Z or in other words "the new silent generation" wants to be in total control of the organization of their stay, they compare the prices of the rooms on the internet as well as the reviews of the hotel and can even check the social networks in order to learn as much as possible about their next destination. Nothing should be left to chance in order to provide these guests with an unforgettable stay, and this starts with their arrival at the hotel.