In this live session with our Director of Marketing Operations, Kelly Johnson, we discuss the trends and insights into US travel and hospitality. We looked at the most relevant data from our US Review Insights Reports. Here are 3 key findings from our interview*:
- The US has one of the most mobile-friendly audiences.
Guests expect to have access to travel apps via their phones or iPads that will help them through the entire traveling process. For hoteliers, it means that you’re likely to get an audience that would expect instant feedback to their requests, starting from booking to the check-out phase.
- US guests are less likely to give positive feedback, compared to other regions.
From the reviews we analyzed - we noticed that the positive feedback given in the US is slightly lower than in other regions, which means that the US has higher expectations in terms of their experience during a hotel stay. This isn’t a new trend, it's something we’ve observed for a couple of years, even before the pandemic.
- The top three impact scores that drove positive reviews in 2021 are Service Friendliness, Location, and Beach.
The impact scores represent a series of well-defined categories that influence the performance score of a hotel.
Service Friendliness is actually the only pre-pandemic category still in the Top 3. Guests are looking for a genuine interaction with the staff, that’s why contactless solutions should have a human touch.
The other top categories - Location and Beach are the new joiners for our Top 3. Location relates to how well the hotel is positioned against specific points of interest, but also its exterior space and how well it is maintained.
Beach is the third in our top - confirming a trend we saw in our research - showing that Americans preferred to book their stays close to beach destinations.
Curious to explore more insights? Watch the full video here.
*Complete data with sources is available in our Review Insights Reports.
Catalina Brinza
Catalina is a social media and data enthusiast. At TrustYou, she's on the mission to bring the most out of travel and hospitality data. One day, she hopes to experience Japan's culture to its fullest.
About TrustYou
TrustYou is on a mission to make communication and feedback simpler and more productive. All communication channels, together in one place, is the new way of doing business. Today, customers expect instant responses on their preferred communications channels. As a subset of communication, feedback is the foundation to build better products, services, and companies.
TrustYou helps companies win through the power of listening and provides a Guest Experience (GX) Platform that makes listening to customers easy, powerful, and actionable. The platform unlocks the potential of guest feedback and helps to:
- Create unlimited opportunities to listen and respond to guests’ needs.
- Understand all reviews across the web and make better business decisions.
- Publish hotel reviews on the website and on Google and allow positive feedback to influence bookings.
TrustYou empowers companies to earn trust, make better decisions, and ultimately, win.
Find more information on TrustYou and our GX platform on www.trustyou.com.