"During the recent HITEC show, we asked hoteliers visiting our booth about their check-in experience," said Pierre Boettner, hospitalityPulse CEO. "We wanted to know: 1) Did they check in remotely using the hotel's mobile app or arrive earlier than planned? 2) If yes, were they assigned a room immediately and was the room ready upon arrival? and 3), Once in the room, did it meet their expectations and match the features they requested at the time of booking or did they have to sacrifice preferences for the sake of being given a room – any room?
"The results were not surprising," he said. "More than 50% of those we spoke to said they had to compromise their room preferences just so they didn't have to wait for the rooms they wanted to be made ready – a wait that could potentially take several hours. In addition, 30% were members of a brand loyalty program, yet they did not get their expected room upgrade if they checked in remotely or if they arrived early. This is unacceptable on so many levels, and it proves that despite advances in booking, reservations and PMS technology, the industry is not meeting guest expectations when it comes to room assignment."
To participate in the "Check-In Experience Survey," click here.
The 10-question Check-In Experience Survey is LIVE today through September 15th, with results being revealed in October. Those wanting the industry overall to do a better job in pre-assigning guestrooms, refining availability and streamlining the mobile check-in process, should start the survey NOW.
For more information on hospitalityPulse, the technology leader in automated room assignment solutions, visit www.hospitalitypulse.com.
hospitalityPulse was designed by hotel technology and operations veterans tackling one of the most difficult problems hotels are facing: room assignment and its direct effect on guest satisfaction. Our patent-pending optimization algorithms, combined with an intuitive user interface enable hoteliers to assign the optimal room for every guest, every time, with consistent efficiency. Using the multi-dimensional FIRE engine, hoteliers can rely on providing the booker with the trueAvailabilityTM of room and feature combinations on the dates selected. roomPulse dynamically optimizes each room assignment in real-time, all the time. Visit us at www.hospitalitypulse.com.