{"id":2747,"date":"2022-02-28T18:26:00","date_gmt":"2022-02-28T07:26:00","guid":{"rendered":"https:\/\/kovena.com\/?p=2747"},"modified":"2022-10-13T07:22:53","modified_gmt":"2022-10-12T20:22:53","slug":"covid19-hotel-booking-behaviour","status":"publish","type":"post","link":"https:\/\/kovena.com\/es\/blog\/covid19-hotel-booking-behaviour\/","title":{"rendered":"How COVID-19 has Changed Guest Booking Behaviours"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2747\" class=\"elementor elementor-2747\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-332471b1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"332471b1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3fe221c0\" data-id=\"3fe221c0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0f95e29 elementor-widget elementor-widget-text-editor\" data-id=\"0f95e29\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.9.0 - 06-12-2022 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p id=\"e278\">When 2020 began, business was swift and economies were buoyant. Before Q1 ended, the majority of the world was plunged into lockdown and people couldn\u2019t or didn\u2019t want to travel. Two years later, in Q1 2022, the hotel industry has changed in striking ways.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"e842\">Some demands of guests have stayed important while other needs were on no one\u2019s radar a couple of years ago. Bringing up contactless food service in 2019 would have seemed very off-the-wall.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"f667\">Consumers have shifted priorities and some expectations have been amplified. This article will help you support the hotels you work with to get their processes and payments right to exceed customer expectations.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading {\"level\":1,\"kioblocks\":[]} --><\/p>\n<h1 id=\"d1ec\">Changes to the booking process due to COVID-19<\/h1>\n<p><!-- \/wp:heading --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"80db\">The two biggest factors that guests care about when booking a hotel have remained the same:<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:list {\"ordered\":true,\"kioblocks\":[]} --><\/p>\n<ol>\n<li>Location<\/li>\n<li>Value for money<\/li>\n<\/ol>\n<p><!-- \/wp:list --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"cc5a\">However, how these are assessed by guests did change during the pandemic and the difference may stick around. In 2021, British and European hotels saw less of a downturn in rural and suburban bookings while cities saw a big impact on stays.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27dca59 elementor-widget elementor-widget-image\" data-id=\"27dca59\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.9.0 - 06-12-2022 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"426\" src=\"https:\/\/kovena.com\/wp-content\/uploads\/covid19article-1024x682.jpeg\" class=\"attachment-large size-large wp-image-8298 img-fluid\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/kovena.com\/wp-content\/uploads\/covid19article-1024x682.jpeg 1024w, https:\/\/kovena.com\/wp-content\/uploads\/covid19article-300x200.jpeg 300w, https:\/\/kovena.com\/wp-content\/uploads\/covid19article-768x512.jpeg 768w, https:\/\/kovena.com\/wp-content\/uploads\/covid19article-900x600.jpeg 900w, https:\/\/kovena.com\/wp-content\/uploads\/covid19article-1200x800.jpeg 1200w, https:\/\/kovena.com\/wp-content\/uploads\/covid19article.jpeg 1400w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29da72b7 elementor-widget elementor-widget-text-editor\" data-id=\"29da72b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"e278\"><span style=\"font-weight: var( --e-global-typography-text-font-weight );\">Interestingly, third on the list of guest priorities when booking a hotel is now the cancellation policy according to<\/span><a style=\"font-weight: var( --e-global-typography-text-font-weight ); background-color: #ffffff;\" href=\"https:\/\/www.costar.com\/article\/896977091\/how-the-pandemic-has-shifted-hotel-guest-expectations\" target=\"_blank\" rel=\"noreferrer noopener\">\u00a0a study by CoStar<\/a><span style=\"font-weight: var( --e-global-typography-text-font-weight );\">. Guests want to know that they will have\u00a0<\/span><strong>an easy process to get a refund or rebook<\/strong><span style=\"font-weight: var( --e-global-typography-text-font-weight );\">\u00a0if the shifting sands of travel restrictions hit their plans.<\/span><\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"09b0\">Modernizing hotel payments so guests can book and pay by card gives them confidence in their booking. Asking for a bank transfer or other payment method feels harder to get a refund whereas card payments have protection from their bank as well as with the hotel\u2019s clear cancellation policy.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"0757\">Guests are generally using websites and social media for hotel information now. Hotels that have engaged with their guests online<a href=\"https:\/\/www.glion.edu\/magazine\/impact-covid-19-hotel-guest-behaviour-business-recovery\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u00a0saw only a 55% drop<\/a>\u00a0in revenue during COVID-19 compared to a much larger 84% drop for hotels that didn\u2019t step up their guest engagement. Hotel website blog visits have also increased 180%.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:quote {\"kioblocks\":[]} --><\/p>\n<p>For a hotel, this is a perfect opportunity to\u00a0<strong>secure a direct booking from guests<\/strong>. They are more likely to visit a hotel website to check regulations, health protocols, and other changes, and being able to make a booking and payment on that same visit will increase conversions and reduce payments to OTAs.<\/p>\n<p><!-- \/wp:quote --><!-- wp:heading {\"level\":1,\"kioblocks\":[]} --><\/p>\n<h1 id=\"5ca5\">What do guests expect at check-in and during their visit, since the pandemic?<\/h1>\n<p><!-- \/wp:heading --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"59fb\">Once through the door, guests are still conscious of their health and safety. In 2021,\u00a0<a href=\"https:\/\/research.skift.com\/report\/the-state-of-hotel-payments-2021\/\" target=\"_blank\" rel=\"noreferrer noopener\">50% of guests<\/a>\u00a0expected a contactless payment experience and having a website or app to enter card payment details removes one of the biggest touch-points of the check-in process.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"e719\">Contactless demands are about more than the day of arrival. The same CoStar report we looked at earlier said:\u00a0<em>38% of guests want a contactless dining experience.<\/em><\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"74bb\">Along with the shift from buffet food, this means they want to\u00a0<strong>pay for their meals without touching a POS terminal<\/strong>. Supporting your hotels with a consumer app where guests can authorize payments and get an instant email receipt hits this clear demand from guests.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"d064\">There is a big shift towards on-site reviews; guests aren\u2019t waiting until they get home to leave feedback. Review site<a href=\"https:\/\/www.trustyou.com\/blog\/guest-feedback-reviews\/the-rise-of-on-site-reviews-during-the-pandemic-what-the-data-shows\" target=\"_blank\" rel=\"noreferrer noopener\">\u00a0Trust You, saw a marked increase<\/a>\u00a0in mid-stay reviews of hotels during the pandemic and supporting this with an app or email prompts will help hotels \u2014 on-site reviews get higher scores.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading {\"level\":1,\"kioblocks\":[]} --><\/p>\n<h1 id=\"3c77\">What can a PMS do to support hotels with changing guest expectations?<\/h1>\n<p><!-- \/wp:heading --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"18b3\">Guests have quickly changed what they want from hotels \u2014 less contact, more information, and an integrated experience.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"c71f\">The key things a PMS can do to help hotels meet the needs of guests are:<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:list {\"kioblocks\":[]} --><\/p>\n<ul>\n<li><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 14px;\">Enable contactless payments\u00a0both for the guests\u2019 stay and for extras such as tours, spa treatments, and even meals. An on-site app with a simple payment process will capture more revenue in a way that guests are coming to expect.<\/span><\/li>\n<li><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 14px;\">Offer ways to engage with guests,\u00a0such as chat widgets and email marketing. Giving hotels the chance to interact with guests through chat and meaningful contacts will help build a relationship even before the guest books.<\/span><\/li>\n<li><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 14px;\">Have a user-friendly website and Booking Engine\u00a0that supports guests\u2019 thirst for information and desire to know what they\u2019re getting. Build into that website and booking engine an integrated payment solution to convert them from lookers to bookers frictionlessly.<\/span><\/li>\n<\/ul>\n<p><!-- \/wp:list --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p>Partnering with\u00a0Kovena\u00a0gives your PMS the technology you need to offer hotels fully embedded payments. Reconciling payments with bookings is a simple process and sending a refund after cancellation \u2014 due to a customer contracting COVID-19 or any other reason \u2014 is a few simple clicks to secure a happy future guest, once they\u2019re able to travel again.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"1a47\">Allowing guests to keep making secure payments for extra services is simple with Kovena, and the hotel\u2019s branding is all the guests will see. This is a huge growth area, with\u00a0<a href=\"https:\/\/research.skift.com\/report\/the-state-of-hotel-payments-2021\/\" target=\"_blank\" rel=\"noreferrer noopener\">73% of hoteliers<\/a> anticipating that non-room revenue will become more important to their business.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"02b6\">The pandemic has indeed changed the landscape of the hotel industry. Having a full suite of features to offer hotels will ensure your PMS is ready for the changes.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"70bc\">Are you ready to add integrated payments to your offering?<\/p>\n<p><!-- \/wp:paragraph --><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>When 2020 began, business was swift and economies were buoyant. Before Q1 ended, the majority of&#8230;<\/p>\n","protected":false},"author":5,"featured_media":2751,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"kk_blocks_editor_width":"","_kiokenblocks_attr":"","_kiokenblocks_dimensions":""},"categories":[40,36],"tags":[29,25],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.11 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How COVID-19 has Changed Guest Booking Behaviours - Kovena<\/title>\n<meta name=\"description\" content=\"How did your hotel or PMS fare during the pandemic? 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