A recent survey found that a bad experience during a hotel stay doesn’t necessarily mean the guest won’t return.
More than half of respondents in Zingle’s 2019 Guest Service Report indicated that, if a poor experience during a stay was turned into a positive one by the hotel, they would consider booking again.
The survey also showed that just 25% of respondents would report service issues at a hotel that impacted their stay. Gen Z and Millennials were the least likely to report on service issues (17% and 18% respectively), whereas 33% of Baby Boomers said they would report issues impacting their guest experience.
Some other key findings:
- About one in three who don’t report issues say it’s because there is no simple or quick way to do so.
- 51% of respondents say online reviews influence their choice of hotel.
- Just one in five respondents say they will share their guest experience online if it meets their expectations.
- More than one in three guests (37%) say a hotel stay must surpass their expectations before they will review it or share it online.
- A majority of respondents (87%) say they feel more emotionally connected to a brand when the hotel solves a problem for them.
Zingle’s Guest Service Report is issued annually by the text messaging software firm, which serves the hospitality, travel and retail industries.
Statistics in the report were generated by a survey of more than 1,100 American consumers.