Understanding top 5 guest expectations in hospitality for 2024-2025

In 2024, the hospitality industry is being shaped by rapidly changing guest expectations, driven largely by advances in technology, an increasing focus on personalization, and a growing demand for flexibility. As hotels face more competition than ever before, meeting these evolving expectations is crucial for maintaining high guest satisfaction and boosting overall hotel performance.

Here, we explore the top five guest expectations for 2024 and how addressing them can help improve guest experience, increase room revenue, and positively impact RevPAR.

Table of contents
1. Seamless integration of technology
2. Personalisation of services
3. Contactless and mobile-friendly services
4. Strong focus on online safety and data security
5. Flexible booking and cancellation policies

Supporting data: A recent study revealed that 73% of hotel guests prefer hotels that offer self-service technology, whether it’s through mobile check-ins, keyless room entry, or automated digital room service. Guests are no longer willing to wait in long lines at the front desk, and they expect technology to deliver convenience and efficiency.

Why it matters: In 2024, technology is no longer a luxury — it’s a necessity. Modern guests are tech-savvy and expect hotels to offer seamless digital interactions. Whether it’s mobile check-ins, room status updates, or real-time communication, technology can help enhance the guest experience from the moment they book to the moment they leave.

Actionable insight: Hotels should adopt guest experience platforms that facilitate smooth, technology-driven interactions. For example, with Hoop’s cloud-based platform, you can integrate mobile check-ins, digital menus, and real-time status updates into your hotel operations without overwhelming your staff. These tools not only enhance guest satisfaction but also save time for hotel management and increase operational efficiency.

Supporting data: 80% of guests say they are more likely to return to a hotel that offers personalised experiences, and 75% are willing to share personal preferences if it means they will receive more customised services. Personalisation has become a cornerstone of superior guest service.

Why it matters: Guests no longer want one-size-fits-all services. They expect hotels to know their preferences, whether it’s room temperature, pillow type, or preferred breakfast options. Personalisation can significantly improve guest satisfaction and generate positive hotel reviews, which directly impact hotel revenue and RevPAR.

Actionable insight: Hotels can use guest data to offer personalised services, such as customised room settings or targeted promotional offers. Hoop’s guest experience platform helps you collect and analyse guest data, allowing you to tailor every touchpoint to their preferences. Offering personalised recommendations for amenities or services is a great way to make guests feel valued and enhance their stay, all while potentially increasing room revenue.

Supporting data: According to research, 65% of guests now prefer contactless services like mobile check-ins and digital room keys, especially in the post-pandemic world. Additionally, 43% of luxury hotel guests want mobile solutions to reduce unnecessary face-to-face interactions.

Why it matters: Convenience is king in 2024. With guests increasingly expecting contactless options, hotels that lag in offering mobile-friendly services risk falling behind their competitors. Contactless service solutions not only improve guest satisfaction but also streamline hotel operations, making life easier for both guests and staff.

Actionable insight: To meet these expectations, hotels should embrace contactless technology that offers smooth, real-time service. For example, Hoop’s digital menu lets guests access room service and hotel amenities through a simple QR code scan — no app download required. This not only improves guest convenience but also eliminates errors from manual orders and helps staff focus on high-value tasks, leading to a better overall guest experience.

Supporting data: With digital tools becoming increasingly popular, 87% of travelers now prioritise online security when booking hotel stays. Guests want to know that their personal information is safe and that their interactions with hotel management software won’t compromise their privacy.

Why it matters: In today’s digital age, a breach in data security can be disastrous for a hotel’s reputation. As more guests use mobile apps, digital room service, and other cloud-based hotel software, hotels must ensure that these systems are secure. Failing to protect guest information can lead to a loss of trust and negative hotel reviews, which can directly impact revenue.

Actionable insight: Hotels need to adopt secure, cloud-based management software that prioritizes data privacy. Hoop’s hotel management system, for example, offers end-to-end encryption, ensuring that guest information remains confidential. By investing in secure technology, you can protect your guests’ data while improving operational efficiency.

Supporting data: Flexibility has become a key decision-making factor for guests, with 60% of travelers indicating that they prefer hotels with flexible booking options. Additionally, 49% of guests are more likely to recommend a hotel that offers easy cancellation policies, which has become especially important in a post-pandemic world.

Why it matters: In an uncertain travel environment, guests want the freedom to change their plans without penalties. Offering flexible booking and cancellation options not only enhances guest satisfaction but also builds trust and encourages repeat business.

Actionable insight: Hotels can leverage dynamic pricing models and flexible policies to attract more bookings while minimizing cancellations. Using Hoop’s management software, you can automate flexible pricing strategies and update cancellation policies in real-time, ensuring your hotel remains competitive while maximizing occupancy rates. Flexibility not only increases guest loyalty but also positively impacts your RevPAR.

Understanding and adapting to guest expectations in 2024 is critical for any hotel that wants to remain competitive in today’s fast-paced market. From the seamless integration of technology to personalized services, and from contactless solutions to data security, the key to success lies in leveraging the right tools to meet and exceed these expectations. By doing so, you can improve guest satisfaction, enhance hotel performance, and drive hotel revenue growth.

Hoop offers a suite of solutions tailored to modern hospitality needs, helping hotels seamlessly integrate these insights into their operations. While AI might seem like the future, the real magic lies in adopting the right digital tools today. The future of hospitality is here, and with the right approach, you can ensure your hotel stays ahead of the curve.