A new report from Skift and Oracle Hospitality has uncovered the key trends shaping the future of the hospitality industry by 2025. The study, “Hospitality in 2025: Automated, Intelligent… and More Personal,” reveals that travelers and hotel executives are aligned on the need to leverage technology to deliver more personalized, convenient, and seamless experiences.
The survey found that over 50% of travelers want to see contactless check-in/checkout and mobile payments become permanent hotel features. Hoteliers are listening, with over 60% already investing or planning to invest in these technologies within the next 1-2 years.
Given the digital world we live in, people have become accustomed to certain standards of service and convenience. It’s essential that our hotels deliver a comparable guest experience to match these modern expectations,” stated Sanjay Sharma, Head of IT for Jumeirah Group.
Travelers are also increasingly seeking amenities that allow them to control their environment and transition easily between the hotel and their everyday lives. Over 40% want voice-activated room controls and the ability to use their own devices for hotel access. Executives are responding, with over 40% planning to implement these capabilities in the next 3 years.
Consumers expect seamless digital experiences like Netflix and mobile payments. Hotels must now make mobile devices the central hub for guests,” said Mike Strickland, Chief Digital Officer at Wyndham Hotels & Resorts.
The report also highlights the importance of balancing automation with personalized service. While 26% of travelers say they’re more likely to stay at a hotel with self-service technology, 47% say they still want the option of interacting with staff. Hoteliers must find the right mix to meet evolving guest expectations.
As travel demand continues to rebound, a new trend is emerging – travelers are increasingly seeking out hotels that offer private balconies. According to industry data, bookings for hotels with balconies have spiked over the past year, indicating that this in-demand amenity is a top priority for many guests.
“Automation is often pinned as a ‘replacement’ for human activities, but hoteliers that cling to the misconception that hospitality and personal service are mutually exclusive from technology are already falling behind,” the report states.
About Skift
Skift is the largest industry intelligence platform in travel, providing media, insights, marketing to key sectors.
About Oracle Hospitality
Oracle Hospitality brings over 40 years of experience in providing technology solutions to the hospitality industry. Our cloud-based, mobile-enabled solutions for hotels, restaurants, cruise lines, and gaming enable our customers to deliver exceptional guest experiences, maximize profitability and encourage loyalty.
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