Australia is a vast and highly aspirational tourist destination for both Australian and international travellers. The Australian Government’s visitor economy strategy, THRIVE 2030, aims to achieve a visitor spend of $166 billion in 2024. A significant proportion of visitor spending is done during overnight trips. In fact, Australians love a ‘staycation’. The average Australian takes over five domestic overnight trips a year.
With the rise of eCommerce platforms such as Booking.com, Airbnb and Stayz, competition can be fierce. Attracting customers to your accommodation or hotel is about selling experiences. Whether a guest is on holiday or on business, the accommodation experience is central to visitors’ enjoyment.
There are some essentials that remain constant. These can include the comfort of the bed or the friendliness and helpfulness of the hotel staff. Yet, visitors now expect accommodation and hotel providers to offer a range of technologies during their stay.
According to one recent study, Embracing Digital Transformation, 73% of respondents are likely to return to a hotel that offers technology features they consider important. And 76% of respondents were willing to pay a premium to accommodation providers for technology features. Below we break down some of the key technologies that guests want, and increasingly expect.
Connectivity and fast internet is important for many everyday activities. Guests want to check their emails, make video calls and stream entertainment while away. Customers using digital booking platforms (such as Airbnb and Booking.com) can filter by properties with certain amenities, including WiFi.
Fast internet speed may give your business a competitive edge. The expectation is the internet will be as good, or better, in the hotel, apartment or Airbnb as it is at home. Customer reviews praising, or criticising, the quality of the WiFi may affect the overall rating of a property.
Hotels can typically have more people using the internet at once. The more people using WiFi at the same time, the more the internet speed can come under strain. This can cause applications slowing down or being interrupted. If this sounds familiar, you may want to consider if your business internet speed is up to the task.
Everyone has their own internal thermostat. Some like the aircon pumped up while others want to return to a nice warm room. The same is true for lighting.
This is where some hotel and accommodation providers are using Internet of Things (IoT) technologies. IoT systems can help guests personalise their space. With IoT systems, guests can use an app on their phones to change the room's temperature, lights and TV. This makes the room more comfortable and enjoyable for the guest.
IoT can also make it easier to manage energy consumption. Smart thermostats, lighting systems and occupancy sensors can help improve energy efficiency. Not only does it improve the guest experience, it can also help reduce bills.
The Embracing Digital Transformation research shows many guests want to manage their bookings and payments digitally. Nearly three-quarters of respondents said they wanted to make reservations and check in or out using their mobile phones. Moreover, 48% want the option of using contactless payments.
Investing in a digital experience can also benefit hotel and accommodation providers. The majority of people search online to find things to do and places to go. You can help meet their needs and promote your business by providing information. A well-designed online presence can also make things easy and convenient for guests. This includes making the most of your listing on online platforms, such as booking.com or Airbnb. An up-to-date business website. Detailed descriptions of the property and high-quality imagery can also help customers understand what to expect, which helps give them confidence in the booking.
Mobile room keys have been in keycard form for years. Some hotels and Airbnb’s now offer room keys via the guest’s mobile phone. Guests can use their smartphones to unlock their doors, eliminating the need for a physical key. It's a convenient and secure way to access rooms. And it not only saves time but can help enhance security.
Some mobile room keys can be combined with the accommodation provider's mobile app. This enables guests to access a range of services and information, such as room service or housekeeping. They also offer benefits for accommodation providers. They can reduce operational costs by eliminating the need for physical keys and key management systems.
As more guest experiences are delivered through technology, reliable and fast internet is essential. Higher speeds mean a better experience for guests and staff.
Below we explore some reasons why you may want to consider a business grade internet connection for your hotel, guesthouse or Airbnb.
A higher internet speed can help enhance your guest satisfaction, even if you have a full house. Business grade services can typically handle many devices and users without lag or buffering. Streaming services, video conferencing and online gaming all benefit from high bandwidth.
Business travellers rely on reliable and secure internet. If you cater to lots of business travellers, consider how internet speed can help you meet these professional needs. If you enable them to remain productive during their stay, they may choose to stay with you again.
Given the importance of connectivity to many guests, a good internet experience may lead to positive customer reviews, which can help improve your online presence.
Internet usage and bandwidth requirements are likely to continue increasing. Investing in high-speed internet helps prepare your digital foundations for future demands.
Fast internet can help make many digital functions more efficient. These can include online check-in, digital concierge services and mobile room keys. Not only does this benefit your guests, but it can also help you or your staff work more effectively by reducing interruptions.
Learn more about ways business grade fibre can boost your productivity.
Technology advances have significantly evolved the hotel and accommodation sector. They have transformed the guest experience and raised expectations. Amenities like free, reliable and fast internet have become important in attracting customers.
As visitor expectations continue to evolve, consider how you can use technology to enhance the customer experience. At the same time, technology is only part of the guest experience. The traditional factors that make for a great stay – such as that comfy bed – will always be vital.
To learn more about tech trends shaping businesses in industries like the accommodation sector, download our Tech State of Play reports. In this series we uncover insights to help propel your business further through technology.
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