Malaysia

Published: Tuesday February 18, 2014 MYT 6:00:00 AM
Updated: Tuesday February 18, 2014 MYT 10:33:09 AM

Personalised hotel services the way to go

Many travellers like personalised service to meet their specific requirements. - Photo from AFP

Many travellers like personalised service to meet their specific requirements. - Photo from AFP

Apparently tourists from certain nations crave personalised hotel services more than others.

TOURISTS from around the world seem to be increasingly demanding when it comes to what they expect from their hotel, and many are looking for their experience to come with personalised treatment. And according to an international survey carried out by Intercontinental Hotels Group (IHG), tourists from emerging countries are among the most exacting.

In a survey of 7,000 travellers from around the world, IHG found that in addition to demanding the high quality amenities typically offered by a global hotel chain, guests also expect their hotel to be relevant in terms of local lifestyles and customs. Furthermore, the survey revealed that a majority of guests expect hotels to provide personalised services tailored to their individual preferences.

Overall, 59% of travellers surveyed say that their stay will be “significantly more comfortable” if personalised services are offered, while more than one out of two people (54%) say that such services make them feel more respected.

Expectations vary by age group. While the 18-34 set would like to be offered personalised content during their stay (movies and music, for example), travelling seniors (aged 65 and up) expressed a desire for healthier food and drink options.

The survey indicated that travellers from emerging markets have a stronger desire for personalised services than travellers from more developed nations. Over 60% of Chinese (64%) and Brazilian (62%) travellers expect a hotel to customise their experience according to their personal needs, compared to just 43% of Americans and 42% of Britons surveyed.

For travellers from emerging markets, which IHG refers to as the “new global explorers,” this form of personal attention is seen as a sign of respect. “Sixty-two percent of Chinese travellers, 54% of Brazilian travellers and 46% of Emirati travellers agree that personalisation makes them feel respected compared to 39% of travellers from all countries surveyed,” states IHG’s report.

Finally, the survey also revealed some preferences according to nationality. British travellers are fond of surprises, Americans would like to be able to choose their check-in and check-out times, while the Chinese are keen on interactive applications for finding local points of interest. Russians, meanwhile, expressed a desire for tourist guides in their language. – AFP Relaxnews

Tags / Keywords: Travel, personalised, hotel, services, Intercontinental Hotels Group, IHG, Chinese, US, Brazil

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