NEW YORK – ALICE, the resort operations platform that empowers operational excellence and significant visitor experiences, in the present day launched new analysis that discovered a sweeping majority (81 %) of shoppers want to obtain native expertise and resort improve suggestions from their accommodations.
The “Lodges’ Digital Divide” report, commissioned by ALICE and performed by third-party analysis agency YouGov, highlights the shifting expectations of recent resort company, in addition to vacationers’ know-how preferences and the position that know-how performs in offering extra customized journey experiences.
Revitalizing a Resort’s Finest Useful resource: The Concierge
With a view to meet evolving visitor expectations, accommodations ought to equip their concierge with probably the most up-to-date details about close by sights and cultural experiences. Of the company that wish to obtain suggestions from their accommodations, a couple of in 4 (27 %) need eating suggestions for close by eating places, and a couple of in 5 (21 %) wish to obtain expertise or room/service improve suggestions.
Vacationers are most focused on experiences similar to:
Meals tastings / meals excursions of native delicacies (40 %)
Guided excursions of the city they’re visiting (36 %)
A studying middle to study extra in regards to the tradition / lifetime of the town they’re visiting (33 %)
Spirit/wine/beer excursions of native distilleries/wineries/breweries (27 %)
Technological Integration is Key
Not all company have an interest within the newest rising applied sciences – as greater than half of shoppers (56 %) stated they didn’t wish to work together with robots throughout their keep, nonetheless, 52 % did categorical curiosity in touring accommodations in AR or VR. Customers additionally conveyed a requirement for improved in-room know-how, and the analysis discovered that this was a number one precedence for contemporary company. In reality, they’re prepared to surrender different facilities in change for it, similar to:
A enterprise middle (34 %)
A health middle (27 %)
A spa (24 %)
Room service (15 %)
Recent towels delivered day by day (11 %)
Later take a look at instances (11 %)
As well as, greater than two in 5 of those that need accommodations to higher match their dwelling life (43 %) record in-room know-how to combine with their private units amongst their high three needs. Nonetheless, not all company are alike – and it is essential for accommodations to supply vacationers with a number of choices to make service requests. The analysis discovered that amongst those that wish to use both their private or a hotel-provided sensible gadget:
For in-room know-how:
Practically 7 in 10 (69%) wish to use hotel-provided sensible units

To order room service and housekeeping:
Greater than Three in 5 (63%) wish to accomplish that from a hotel-provided sensible gadget
Practically 2 in 5 (37%) wish to use their private units

To make reservations for eating/spa:
Greater than 2 in 5 (41%) wish to accomplish that on hotel-provided sensible units
Practically Three in 5 (59%) wish to use their private units

For check-in and check-out:
2 in 5 (40%) wish to use hotel-provided sensible units
Three in 5 (60%) wish to use their private units

Making a House Away from House: The place Personalization and Hospitality Collide
Whereas company are looking for new and distinctive experiences throughout their travels, the analysis additionally revealed that customers search lodging experiences that function a degree of consolation that is near their dwelling lives – from further blankets in-room to the flexibility to pick bedding and extra. Prime facilities of curiosity to these in search of a “extra like dwelling” expertise embrace:
A greater Wi-Fi connection than at the moment supplied (59 %)
Their most popular espresso / tea choice in-room (38 %)
Their most popular toiletries in-room (33 %)
A white noise machine (20 %)
An choice to pick their room’s structure (18 %)
A choice of books to learn at their leisure (16 %)
“The digital revolution is on the forefront of the resort trade – however not all company must be wowed by the most recent and biggest know-how like robots on the entrance desk,” stated Alex Shashou, Co-Founder and President of ALICE. “Lodges ought to concentrate on offering each applied sciences and suggestions that can be utilized to raise their workers’s skill to supply hospitality – not change it. When designing optimum visitor experiences, hoteliers should discover steadiness between offering new, distinctive experiences coupled with the sensation of a house away from dwelling. Above all, accommodations should middle their providers round alternative.”
The complete report is offered at
Analysis Methodology
ALICE commissioned YouGov — a 3rd social gathering, skilled analysis and consulting group — to ballot the views of 1,207 adults. Fieldwork was undertaken between January 3-4, 2019. The survey was carried out on-line. The figures have been weighted and are consultant of all US adults (aged 18+).

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ALICE is a resort operations platform that empowers operational excellence and significant visitor experiences. By bringing all resort departments along with a single operations platform for inner communication and process administration, ALICE helps resort workers act as a crew to supply persistently wonderful service. For the reason that firm was based in 2013, ALICE has gained severe traction within the trade, working with lots of the world’s main resort manufacturers, together with Two Roads Hospitality, Dream Resort Group, Grupo Posadas, SIXTY Lodges, NYLO Lodges, and Main Lodges of the World. The corporate acquired concierge know-how supplier GoConcierge in 2017. ALICE is the Forbes Journey Information Model Official Employees Expertise Platform and the winner of Finest Place to Work in Resort Expertise, Finest Concierge Software program, Finest Engineering & Amenities Administration, Finest Visitor App and Prime Employees Activity Administration & Collaboration Platform on the 2019 HotelTechAwards.
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