Time-saving services and 'new sense of caring' likely to drive travellers, says Hilton

The global trends report compiled by the hotel giant in conjunction with travel psychology expert Dr Kate Cummins analyses what consumers want as they begin travelling again.

Trends include a greater expectation for a more efficient hotel experience as people have become even more used to speedy on-demand grocery and takeaway and home delivery meal services over the past two years.

This will require hotels to offer more time-saving services such as contactless payments and digital check-in processes to streamline the guest experience, the report said.

Another trend is for a more wide-ranging focus on wellness “beyond the gym and spa”, which may include creating more space for natural light and indoor plants, offering different types of food and drink menus, as well as allowing dogs to stay at hotels through more pet-friendly policies and initiatives.

Hilton also identified how many people have taken on new hobbies during the pandemic, which hotels will need to capitalise on by offering “culinary and integrated experiences” to guests looking to enhance or learn new skills.

Other higher priority areas for consumers include the emergence of a “new sense of caring”, which has heightened interest in issues such as sustainability, local communities, people and brands that “align with their values”.

Chris Nassetta, chief executive of Hilton, added: “The world - and the hospitality industry - went through so much in the past two years and as we’ve uncovered in this report, travellers’ needs and interests have shifted too.

“At Hilton, we’ve been incredibly focused on delivering the experiences our guests are looking for, through every up and down we’ve faced.

“As we look to the future, I am optimistic about what lies ahead — travel is certainly returning, and we’re excited to build on that momentum.”