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1、Checking In on the Guest ExperienceChecking In on the Guest Experience:Widespread travel enthusiasm,upgraded expectationsHOSPITALITY EXPERIENCE SURVEY 20232|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Among respondents who stayed at
2、a hotel,resort,motel,or B&B since May 2022.*Answered on an 11-point scale,where 0=not at all likely and 10=extremely likely.Respondents who gave a rating of 0 to 6 were considered Detractors,7 to 8 were Passives,and 9 to 10 were Promoters in alignment with standard Net Promoter Score segmentation.Le
3、isure travel is ramping up.To exceed guests expectations,it is vital to understand their perspectives and priorities.The hospitality industry has come a long way since the travel restrictions of the early pandemic,and it is slated to make a full recovery within the next few years.Much of the convers
4、ation has revolved around the growing blend of business and leisure travel,new definitions of luxury experiences,and all-around heightened traveler expectations as people make substantial returns to travel destinations.Considering these trends,we wanted to better understand where people are in their
5、 journeys back to travel,how their recent experiences have been,and what they will seek out and expect most going forward.More than 90%of our U.S.-and Canada-based survey respondents intend to travel in the foreseeable future,and over 60%of them say they will take a trip by May 2023.Many respondents
6、 will use these trips as an opportunity to spend time with family or friends,but people are equally looking to leisure travel for relaxation,stress relief,and fun.Our data suggests that people are more likely right now to travel to escape their daily routine than to explore new settings,visit famous
7、 sites,or learn new things.Of the travelers who have stayed in a hotel or resort within the last year,87%felt satisfied with their most recent experience.However,just 38%say that their stay exceeded their expectations and only 40%would be considered“promoters”of the hotel or resort to people they kn
8、ow.We found that the hospitality industry can close this gap not only by providing affordable,personalized lodging in safe environments,but also by connecting guests to the surrounding area.Accommodations that are integrated in the community fabricwhile delivering the convenience,value,and amenities
9、 that travelers wantare uniquely positioned to fulfill and surpass guest expectations.How did you feel leaving your most recent hotel stay?Satisfied87%6%Neutral7%DissatisfiedPassivesDetractorsPromotersMet expectationsFell short of expectationsExceeded expectationsHow did your most recent hotel stay
10、compare to your expectations of it?11%38%51%How likely are you to recommend this hotel to family,friends,and colleagues based on your most recent stay?*20%40%40%Overall,most guests have been satisfied but not“wowed”by recent hotel stays.4|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the
11、Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023People would rather save on accommodations and activities than shorten the duration of their trips.Percentage of total respondents who selected each adjustment they would be most willing to make to save money on leisure travel.Respondents could selec
12、t multiple answers.Destination,budget,and travel companions are the most important travel planning considerations for over half of respondents.Percentage of total respondents who categorized each consideration as Most Important,Less Important,or Not Important when planning a leisure trip.Respondents
13、 could select up to five as their most important considerations.13%50%37%SouvenirsBudget64%30%6%56%36%8%53%33%14%48%45%7%41%50%9%40%49%11%38%52%10%35%53%12%31%56%13%Destination/location(s)Accommodations/lodgingTraveling companionsVacation style/pace/comfort levelTrip activitiesSites/attractionsTrip
14、durationAvailable cuisineMost ImportantLess ImportantNot ImportantStay in cheaper accommodationsEngage in cheaper activitiesUse cheaper transportation methodsStay with family or friendsTravel for fewer daysTake fewer tripsTravel shorter distancesOnly stay in accommodations that accept travel points5
15、3%51%42%37%36%34%29%23%When asked to identify the most important considerations in planning a leisure trip,respondents are most likely to prioritize their destination,budget,and traveling companions.However,nearly half of respondents categorize accommodation offerings as a top decision factor.In fac
16、t,accommodations outranked their desired activities,the overall pace and comfort of the trip,and possible tourist attractions.Concerns about budget are not surprising against a backdrop of increased inflation concerns,economic volatility,and a challenging job market.However,many travelers are not wi
17、lling to cut down on the duration or frequency of their trips to save money.Instead,theyre more likely to decrease how much they spend during their leisure trips by staying in less expensive accommodations,planning less expensive activities,and using cheaper forms of transportation.Budget and costs
18、are a top concern when planning a trip,but many people would rather cut on-trip expenses than travel less frequently.Hotels are the most popular paid accommodation type,utilized almost three times as much in the past year as home rentals,bed and breakfasts,and resorts.During their recent trips,47%of
19、 respondents stayed in small or medium hotels,while 40%stayed in large hotels.Nearly 8 in 10 travelers who stayed at a hotel within the past six months stayed at a branded property.We asked guests to identify the aspects of their most recent stay that were the most and least satisfying.Many responde
20、nts wrote positively about the location of their lodging,commenting on both the views that it offered and its convenience to nearby attractions.Cleanliness,noise levels,and interactions with staff also had an impact on how positively or negatively they felt about their stay.Daily fees for parking an
21、d poor-quality breakfasts soured guest perceptions,while hotels that delivered superior experiences for affordable prices impressed travelers.An accommodations location,activities,and overall atmosphere have a strong influence on guests perceptions of their stay.Among respondents who stayed at a hot
22、el,resort,motel,or B&B since May 2022,select excerpts from what they enjoyed most and least about their most recent stay.Hotels continue to be the#1 choice for travel accommodations.Value for money,cleanliness,and convenience can make or break a stay.Hotels remain the most popular accommodation type
23、 for travelers.Among respondents who have taken at least one overnight trip since November 2021,the percentage who have stayed in each accommodation type.Respondents could select multiple answers.Small or medium hotel47%A family or friends home41%Large hotel40%Home rental24%Bed and breakfast/inn22%C
24、ampsite20%Resort18%Motel11%Cruise ship13%Owned vacation home6%“The hotel felt expensive,but it wasnt.”“The large room,and the breakfast snacks that were readily available.Also,the views were amazing.”“The perk of being able to connect our Netflix account/connect our phones/computers to the tv.”“The
25、cleanliness of the whole building,including main areas,pools,parking lots,etc.”ENJOYED MOST“The hotel seemed run down and cheaply remodeled.It was dirty and understaffed.”“Not a lot of activities on the property.”“Hotel was subpar for the price,and very far from everything.”“Loud,busy,and no sound b
26、arriers.”ENJOYED LEAST6|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 20238|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Almost half of employed respondents did at least som
27、e work while on a recent leisure trip.Among employed respondents who have taken at least one overnight trip since November 2021,the percentage who worked or didnt work during any of their recent leisure trips.Among the answer options in the pink box,respondents could select multiple answers.Most peo
28、ple spent time with loved ones on their recent trips,though business travel has increased.Among respondents who have taken at least one overnight trip since November 2021,the percentage whose trips were for specific purposes.Respondents could select multiple answers.Visiting friends/family49%46%27%2
29、3%23%16%14%13%6%6%Family vacationFriend vacationCouples vacationIndustry conference*EducationalWellness retreatSmall celebrationBusiness trip*Solo vacationWork remotely from destination*Large celebration50%0%*Among respondents who are currently employed.Most respondents traveled to spend time with f
30、amily and friends within the past year,but business travel is on the rise.Of employed respondents,23%stated that they took a business trip within the past year,compared to just 7%in our 2021 survey.However,while more people are traveling for work,not many are traveling to work.Only 9%of employed res
31、pondents took a trip specifically to work remotely from their destination.In the coming years,the industry will need to find ways to keep local and regional travelers engaged while also catering to a growing business clientele.Greater workplace flexibility has further blended the time spent between
32、leisure travel and work.Half of respondents worked in some capacity on their recent leisure trips,primarily by occasionally answering emails or joining calls.While most of those who worked did so to avoid returning a backlog after their trip,nearly 1/3 of respondents felt obligated to work due to de
33、adlines or expectations of their manager or team.51%I completely disconnected from work37%I checked into work occasionally12%I worked most days but still did leisure activities during the day8%I worked most days and did leisure activities after normal working hours9%8%Time with family and friends co
34、ntinues to dominate the travel landscape,though many do not fully unplug from work.2021 survey10|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Private outdoor space,on-site restaurants,and swimming pools are widely preferred hotel pare
35、d to Millennial and Gen Z respondents.There werent any statistically significant differences among income groups regarding preferred guestroom features.The top desired amenity spaces are restaurants,swimming pools/hot tubs,and communal outdoor spaces such as a terrace or patio.Older respondents are
36、more likely to prioritize an on-site restaurant,while a swimming pool takes the top spot among Gen Z and Millennial respondent groups.More entertainment-or lifestyle-centric amenities like a game room,gym,spa,and movie theater receive more interest among younger guests.More neutral social spaces lik
37、e a terrace or lounge are equally favored across generational cohorts.Our results also underscore the importance of considering life stage and lifestyle in guest preferences,as 38%of those who often travel with young children would place high value on an on-site childrens play area.Dog-friendly outd
38、oor spaces would also make a positive impact for 38%of owners who intend to bring their dogs on future trips.Swimming pool63%56%42%38%38%37%36%24%33%23%30%17%27%9%RestaurantChildrens play area*Hot tubMovie theater or viewing roomCo-working space or business center*Rooftop,terrace,or patio spaceDog r
39、un,outdoor pet play area*BarLounge,clubroomGym or fitness centerPrivate event spaceSpaGame roomOur research finds that priorities around amenity spaces are heavily influenced by a guests life stage and lifestyle preferences.80%0%Though many people are working during their leisure trips,co-working sp
40、aces and business centers do not outcompete the desire for more customary on-site amenities.Among total respondents,the percentage who selected each amenity space as adding the most to their future hotel experiences.Respondents could select multiple answers.*Among respondents who most often travel w
41、ith children under 18*Among respondents who are likely to or already bring their pets on their trips*Among respondents who are currently employedOur research suggests that the guestroom is the most important consideration when deciding to book a hotel.Among total respondents,the most valued guestroo
42、m features are kitchenettes,private outdoor space,and a bathroom with separate tub and shower.Younger guests are more likely to favor unique in-room features like a fitness area,cocktail station,or walk-in closet.And while all age groups value private outdoor space,it was the most desired feature am
43、ong Gen Z and Millennial respondents.Baby Boomer and Gen X respondents were significantly more likely to prioritize in-room kitchenettes,On average,guests would prioritize kitchenettes and private outdoor space in their hotel rooms.Among total respondents,the percentage who selected each in-room fea
44、ture as adding the most to their future hotel experiences.Respondents could select multiple answers.55%Kitchenette52%Private outdoor space47%Bathroom with separate tub and showerOperable windows34%Cocktail station or bar cart24%24%Fitness areaAutomatic window shades21%Walk-in closet19%Ergonomic work
45、 area*21%Room partitions or curtains16%*Among respondents who are currently employed.12|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Guests favor services that increase the value of their hotel stay,and technology that provides a seam
46、less,personalized experience.pets on their trips and 20%of those who travel often with young children would value respective sitter or daycare services,these offerings do not outweigh the more universal importance of complimentary Wi-Fi,breakfast,and parking.Only 8%of respondents say that they want
47、to disconnect completely from technology during their leisure trips,but only 12%want to be as connected as they are at home.Our results suggest that more venturesome travelers have a stronger preference towards disconnecting.Overall,todays travelers value the technological services that make their g
48、uestrooms feel more like their home environments.Guests feel that the ability to access streaming services and charging stations/USB ports within their guestrooms would be the technologies that add the most to their hotel experiences.Features such as mobile check-in and keyless guestroom entry are a
49、lso among the top technology preferences.While flexible work is on the rise,we again see a relatively small prioritization put on work-specific technologies,such as office tech in guestrooms(15%)and conference tech in on-site meeting rooms(8%).Hotel guests most value in-room access to streaming serv
50、ices and charging stations.Among total respondents,the percentage who selected each technology feature or service as adding the most to their future hotel experiences.Respondents could select multiple answers.Free Wi-Fi,breakfast,and parking are the most preferred hotel services across all generatio
51、ns.Among total respondents,the percentage who selected each service offering as adding the most to their future hotel experiences.Respondents could select multiple answers.When asked about the type of services that would add to their hotel experiences,guests are most interested in the options that m
52、aximize what they receive for their room rate.Over three-quarters of respondents prioritize free Wi-Fi and free breakfast over other service offerings,and 61%express a preference for free parking at the hotel.These service offerings are the most desired across all generational cohorts.Complimentary
53、shuttle service is a higher priority among older guests.While again we see the role of life stage in guest preferences,as 30%of those likely to bring their Free breakfast74%74%61%44%43%31%30%18%12%26%18%11%21%14%8%20%12%13%6%Free Wi-FiComplimentary shuttleFree parkingChild daycare or sitter*Personal
54、 fitness trainingBike shareClothing rentalDiscounts for local merchantsGrab-and-go food optionsPet daycare or sitter*Kids toy borrowing collection*Car washDry cleaning,laundry serviceLibraryCar shareDiscounted on-site spa or activitiesPet grooming*Virtual concierge80%0%*Among respondents who are lik
55、ely to or already bring their pets on their trips*Among respondents who most often travel with children under 18*Among respondents who are currently employed.Charging station/USB ports in guestroom59%56%41%39%31%31%29%15%28%14%23%11%11%8%15%Streaming services on guestroom TVKeyless guestroom entryMo
56、bile check-inChat platform for connecting with front deskKiosks for ordering foodAbility to connect personal tech to guestroomContactless paymentsHome office tech in guestroom*Smart home tech in guestroomRobots for cleaningVoice search/control in guestroomConferencing tech in meeting rooms*Wireless
57、speakers in guestroomFacial recognition for guestroom and amenities80%0%14|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Guests place high importance on the surrounding neighborhood and see it as an extension of the hotel experience.Tr
58、avelers most prefer programming that immerses them in the surrounding area.Among total respondents,the percentage who selected the types of hotel programming and activities that would interest them most.Respondents could select multiple answers.Over half of respondents would prioritize area safety a
59、nd restaurant offerings when considering a hotels neighborhood.Among total respondents,the percentage who selected each aspect of a hotels surrounding neighborhood as Most Important.Respondents could select up to five answers.Before the pandemic,hotel brands were seeking great mixed-use locations.Th
60、is interest has increased as guests expectations have risen around activities and available spaces to make connections with others.People want to book hotels in neighborhoods that are safe,convenient,and close to dining options.Respondents were twice as likely to prioritize the restaurants in their
61、hotels neighborhood than its cultural or retail offerings.In terms of mobility,respondents currently place high importance on neighborhood walkability and parking availability.Value placed on different neighborhood attributes was consistent across income groups.Our results also emphasize the importa
62、nce of providing hospitality experiences that reflect hotel properties greater contexts.When asked about hotel programming,respondents expressed the most interest in events and activities that connect them back to the surrounding community.Tours of some kindincluding those that provide insight into
63、local food,history,and cultureoccupied three of the top four preferences.Travelers would also be more interested in on-site opportunities to socialize with other guests than in organized educational offerings.On-site movie nights and happy hours outrank cooking,art,and fitness classes.In general,93%
64、of respondents would be interested in some type of hotel-facilitated programming or events.Guided nature walks33%In-person fitness classes13%Historic walking tours40%Kids camp*30%Community service or volunteering7%Movie night36%Bar orpub crawls24%On-demand fitness classes7%Museum tours35%Art classes
65、16%Programming does not interest me7%42%40%36%35%33%31%30%25%24%16%13%11%7%7%7%Food toursHistoric walking toursMovie nightsMuseum toursGuided nature walksOn-site happy hours or mixersKids camp*Cooking classesBar or pub crawlsArt classesIn-person fitness classesProfessional lectures or speakersCommun
66、ity service or volunteeringOn-demand fitness classesProgramming does not interest meFood tours42%On-site happy hours or mixers31%Professional lectures or speakers11%Cooking classes25%*Among respondents who most often travel with children under 18.Restaurant offerings53%38%Walkability40%ConvenienceSa
67、fety54%Architectural style9%29%Peacefulness35%Parking availability21%Access to nature17%Retail offeringsAccess to public transit17%Activity level12%Entertainment offerings21%20%Cost of nearby offerings19%Overall atmosphere18%Historical significance17%Cultural offerings16|HOSPITALITY EXPERIENCE SURVE
68、Y|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Heightened expectations,heightened experiencesHow and where we live,work,and play have changed.We must bring new thinking to the guest experience.Travelers are re-emerging in droves,all looking for unique hospitality
69、experiences that exceed their expectations.Hotel brands,developers,and designers can all play a key role in redefining the guest experience beyond just physical space to better meet the evolving,diverse needs of their audiences.We cannot contemplate the future of hospitality without considering its
70、impacts on and the way it is shaped by transformations in other industries.The lingering impacts of lockdown and pandemic-related restrictions continue to remind people of the transformative power of together time,adventure,and just plain fun in a new place.The absence of experience we have recently
71、 faced has made travelers hungry for quality experiences and premium offerings,all at a good value.Our survey results suggest that,overall,hotels are providing satisfactory experiences,but lag in exceeding guest expectations and inspiring strong recommendation to others.We must prioritize design and
72、 guest engagement strategies that emphasize peoples needs and desires.However,these arent universal,and personalization is now more possible than ever.Our survey results suggest that priorities regarding guestroom features,on-site amenities and services,and even neighborhood attributes can vary acro
73、ss demographics,lifestyle,and traveler preference groups.Hotel brands should deeply understand the specific needs and aspirations of their target audiences to provide an elevated,in-touch,and always evolving guest experience.Navigating the live-work connectionWhile our survey finds that people are s
74、tarting to resume business travel and working during leisure trips,work-focused amenities are still not the priority among 2023 travelers.Many employed travelers have done at least some work on recent leisure trips,but just 9%have traveled for the express purpose of working remotely in a new environ
75、ment.When asked about their desired guestroom features and amenity spaces,a small percentage of working respondents would prioritize in-room office space and on-site business centers.Whether traveling primarily for business or for leisure,hotel guests are not looking for their accommodations to act
76、as stand-in workplaces.Outdoor space,swimming pools,and dining options still deliver more value to travelers overall.Business travelers and those looking to do some work on their leisure trips would benefit more from flexible and adaptable guestroom and common spaces that could accommodate a variety
77、 of tasks,including getting work done.Brand power should ignite before arrivalThe opportunity to influence the hospitality experience starts way before a guest even arrives on site.Our research provides some insight into how travelers make decisions and weigh different components when planning their
78、 tripsdestination,budget,and who will join them are widely top of mind.Guests have heightened expectations with growing brand awareness and a digital-first mindset,often doing hours of online research before making major travel decisions.We find that those who tend to do more pre-trip research and i
79、nformation gathering are more satisfied with their hotel stays overall.Our results indicate the importance of building multichannel engagement,excitement,and brand loyalty,as well as further expressing value propositions.This can be accomplished through brand image development and storytelling,digit
80、al content and platform design,and personalized communications before guests even reach their destinations.From single-purpose to mixed-use,inside and outThe concept of single-use spaces,buildings,and districts should make way for multiuse,more connected environments at all scales.When asked about t
81、he most important attributes of the neighborhoods around hotels,restaurant offerings,convenience,and walkability were top of mind among total respondents.If value of space comes from its utilization by people,we have the responsibility to design experiences that allow for activation of an entire foo
82、tprint,including the oft overlooked“in-between”spaces.Pedestrian zones,communal seating areas,and corridors provide opportunities for unique,ever-changing experiences,meaningful social interactions,commerce,and a sense of place for visitors and residents alike.Hotel brands should take a direct role
83、in the creation and success of these new development models.This also requires close collaboration with neighboring tenants to create more inclusive,varied,and vibrant commercial offerings to guests.Among our overall survey sample and most segmented groups,amenity spaces consistently ranked the leas
84、t important consideration when deciding to book a hotel stay.Partnering with nearby F&B,retail,wellness,and entertainment establishments instead of heavily programming amenity spaces within the property could help manage costs,expand niche offerings,and allow for greater flexibility as guest expecta
85、tions and desires evolve over time.18|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecking In on the Guest ExperienceHOSPITALITY EXPERIENCE SURVEY 2023Towards a more local,community-oriented approachOur research suggests that hotels would benefit from fostering more symbiotic relationships between the
86、ir properties and the communities that surround them.Guests are seeking opportunities for social connection and community engagement,a promising avenue towards brand loyalty.In our survey,70%of respondents feel that the hotels they stay at should have some level of integration with their surrounding
87、s.Guests prioritize organized programming that immerses them in local culture and attractions over on-site classes and events.Among respondents,the surrounding neighborhood is the second-most important consideration when deciding to book a hotel stay.Better engaging with local communities presents a
88、n untapped opportunity for hotel brands to bring in new,diversified customers and create a positive social impact.In our survey,6 in 10 respondents who currently live or work near hotels never or rarely use the properties.Activating the ground plane and creating more porous boundaries between the pr
89、operty and the streetscape,both literally and figuratively,opens the forum for new ideas around urban master planning,hotel building design,local business partnerships,and on-site programming accessible to both guests and local citizens.From“back-of-house”to“heart-of-house”Like countless others,the
90、hospitality industry is experiencing fierce competition for talent.Hospitality brands must recognize the direct impact that staff engagement has on the guest experience.In our survey,service quality and direct interactions with staff were among the most-cited aspects of what guests both enjoyed most
91、 and least about a recent hotel stay.In other words,the staff experience can help make or break guest satisfaction,likelihood to return,and recommendation.Hotels have long focused on the guest experience,but its time for the industry to make greater investments in their employees through increased e
92、ducation and training opportunities.We must also reimagine hospitality workplaces as enriching,positive environments.Providing more access to sunlight and nature,comfortable rooms for breaks,and efficient spaces for guest preparations are just some design strategies brands can implement to help attr
93、act and retain top talentand give the staff the work environments they have long deserved.Technology in pursuit of comfort and convenience Travelers want their guestrooms to feel more like home,and technology integrations can help make that happen.Survey respondents have strong desire for access to
94、their streaming services,as well as the ability to charge their devices,and pair their personal technology to the guestroom.Our research suggests that technologies that allow for mobile check-ins,AI concierges,and contactless payments would also positively contribute to the guest experience.While we
95、 might be far from collectively adopting the housekeeping robot,new technologies have the power to create operational efficiencies,which would allow hotels to reallocate staff members attention towards providing more elevated experiences for guests.20|HOSPITALITY EXPERIENCE SURVEY|2023 GenslerChecki
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103、 Research Institute,please visit States74%Have children under 18Yes37%63%NoIncome31%$50,000$50,000$99,99931%38%$100,000+Gender Identity49%ManWoman50%1%NonbinaryAge182411%253419%354425%455415%556415%65+15%MethodologyWe deployed an online survey to an anonymous panel of 4,046 respondents from November
104、 4 to 23,2022.Survey respondents were required to currently live in the U.S.or Canada and to have experience traveling.Respondents were recruited by Qualtrics(a third-party research platform and provider),with whom we worked to ensure balanced distributions across personal characteristics,such as ag
105、e(18+),gender identity,race/ethnicity,household income,and home region/province.The survey could be taken in English,French(Canada),or Spanish(Latin America).We embedded multiple checks in the survey,including bot detection,speeder logic,and attention filters,to manage response validity.Those who ha
106、d stayed at a hotel or resort since May 2022(n=1,913)were asked to provide certain details of their most recent stay,as well as a general evaluation of that experience.The hotels and resorts that respondents evaluated are not necessarily ones designed by Gensler.In this report,“within the past year”
107、refers to the time between May 2022 and November 2022,and“within the past six months”refers to the time between May 2022 and November 2022.All survey respondents,regardless of recent travels,answered questions regarding their general travel tendencies,behaviors,and preferences,travel decision-making
108、 priorities,future travel intentions,and preferences for future hotel stays across guestroom features,service and amenity offerings,technology,and neighborhood attributes.Multiple statistical procedures were used to analyze the data.Hypothesis testing was largely conducted through comparisons of res
109、ults and measures of associa-tion,used to assess the direction,magnitude,as well as statistical and practical significance of relationships between two or more groups.Methods of analysis included,but were not limited to,analysis of variance(ANOVA)and t-tests to compare group means and chi-square,Phi
110、,Cramers V,and Somersd tests for categorical variables.TeamoversightAna Ardon Christine Barber Tom Ito Tim Pittman Trevor Toresearch Michelle DeCurtis editorialCindy Coleman Stella DonovandesignLaura Latham Minjung Lee Georgia WilsonCONTRIBUTORSDaniel Alvarado Jessica Drolet Aribert LinnerPhoto CreditsCover Walt Disney World Swan Reserve HotelLake Buena Vista,Florida Credit:John Muggenborg P.19 Hilton La SabanaSan Jos,Costa Rica Credit:Andres Garcia Lachner