TRUST YOU heeft research gedaan naar de ervaringen en verwachtingen van online communicatie tussen gasten en de aanbieders van overnachtingen. Via de link kun je het hele artikel downloaden, hieronder vast 3 bevindingen die goed aansluiten bij onze eigen ervaring.

Drie conclusies op een rij:

  • The majority of guests (80%) expect hotels to initate contact and reach out via email
    73% of guests have communicated with a hotel via online channels (email, text message, and/or social media)
  • Guests are significantly more likely to have a better communication experience when communicating through text messages and on social media
  • On-site hoteliers are the prefered point of contact, and guests are extremely likely (91%) to report service issues during their stay