BETHESDA, Md. — StayNTouch, Travel Tripper and TrustYou have partnered to launch a new report examining guest-experience trends and their adoption in the hotel industry.

The 2018 Guest Experience Assessment Report was created to provide key insights and takeaways to empower hoteliers to improve their guest-driven decisions and gain a better understanding of the market. The study surveyed more than 300 hoteliers in the U.S., Canada and key hotspots around the globe on questions regarding check-in technology, upsell opportunities, guest communication and more.

“By and large, hoteliers understand the importance of offering a unique guest experience, but understanding and evaluating the current state of the guest journey is critical for hoteliers to begin making the necessary strides in their guest engagement strategy,” says Frewoini Golla, director of Marketing for StayNTouch.

Key findings from the report indicate that hotels need to invest in a variety of check-in and service options, leverage multiple communication streams to interact with guests and better understand and utilize guest data in order to stay ahead of the curve.

For example, although guests increasingly prefer to use their smartphones for check-in and services, more than 41 per cent of survey respondents indicated they do not offer guests a choice of check-in method.

“It was especially interesting for us to see the difference in how hotels and travellers assess the guest experience,” says Valerie Castillo, vice-president of Sales & Marketing for TrustYou. “We have made significant strides over the last few years, but the hospitality industry is still a ways away from perfectly mirroring guests’ needs.”

The complete report is available at


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