The article I choose to comment this week is about " what consumers want most from a hotel in 2011". Indeed this article is interesting especially for hoteliers to read, as they can find out what the consumers desire. A fact of today is that consumers want more for less, as said in the article. The top three services where the consumers look at are:
Promotional offers/ discounts: consumers as said above want more for less. The look and compare prices of each hotel and then compare the inclusions and amenities that are for free. Today consumers are no longer happy with just a room. No it is also important to have free WIFI, free parking or airport shuttle service, etc...
Pool: swimming pools are the favorite aminities for the consumers whether they are single, in couple or with kids. A hotel with pool facility is always more attractive than a hotel whithout especially when you are with kids. But to be honest everyone likes a hotel with pool. Whether the pool is inside or outside ( depending on the climate), hotel guest like taking a little swim.
Extras: facilities as SPA and sauna are more and more interesting to consumers as well as fitness rooms.
What I can conclude from reading this article is that as time goes by, consumers want more and more but want to pay less and less. Well it is actually not suprising because life is expensive especially due to the crisis. Hoteliers are in that term forces to adapt themself to the consumers. So it is not surprising to see a five star hotel going to a four star hotel but with five star service in order to get more clients. Hoteliers also act that way because competition is high and the market is saturated. Consumers have bigger choices so they play with it and see what is the best offer for them..
I can understand the point of the consumers because going on holiday is expensive especially today. You need to have a big wage if you want to have a good life. But on the other hand, I'm wondering if this is not playing negatively for hoteliers. They are forced to not only lower their prices but also to put facilities included in the price. One thing is sure, this ain't going to improve. It is getting worse.
Thank you for reading!
Customers have power: they can compare every hotel in a short moment with the internet and compare every single offer
ReplyDeleteThe core product of hospitality is the room, but it is no longer what people expect. As Cynthia said, people want more for less, and hoteliers have no choice but to offer them want they want because if not, they will see what competitors offer. Of course, the more facilities you have in your hotel, the more attractive you are.
Finally I definitely agree with Cynthia that this escalation can be risky for hoteliers, that have to weight cautiously every decision they take in order to stay competitive but remain profitable.