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Low touch economy hits hotel design as report finds 80 per cent of hotel guests would rather check in remotely

Low touch economy hits hotel design as report finds 80 per cent of hotel guests would rather check in remotely

Criton says only eight per cent of people want to use a check-in desk

Touchless check-ins are the new challenge for hospitality design
Touchless check-ins are the new challenge for hospitality design

New research has found only eight per cent of guests would feel comfortable checking in and checking out via a reception desk, as consumer habits favour a more digital guest journey during a hotel stay.

Research conducted by UK-based Criton highlighted that 80 per cent of guests would download an app that would enable them to check in and check out, rather than going via a public kiosk amid safety concerns surrounding coronavirus.

The figure has increased 10 per cent compared to March 2020, prior to the COVID-19 lockdown.

The findings focus on crucial information for designers working in hospitality, with guests’ mobile phones now clearly being recognised as an essential tool for delivering a safe experience.

Also, 47 per cent said they would be more likely to order in-room service or to go to the hotel restaurant if they could use a mobile app to place their order.

The results were derived from two surveys of more than 7,000 travellers which measured preferences before and during the COVID-19 pandemic.

Julie Grieve, founder and CEO of Criton said: “Undoubtedly due to COVID-19 there has been a significant change in how guests are looking to interact with the hotel, however in reality the demand for digital was there before the global pandemic.

“At Criton, our mission is to make it easy for independent hotels and groups to embrace digital to give their guests that choice of interaction pre, during and post-stay.”

A recent debate moderated by CID saw the topic of the low-touch economy up for discussion.

Webinar Cosentino City Live asks how hospitality design will adapt to meet shifting consumer desires.

On the debating panel were Firas Alsahin, co-founder and design director of 4Space Design; Isabel Pintado, senior vice president of Wilson Associates (and number one on the Commercial Interior Design Power List 2020); Lee Worthington, managing director MENA, JPA Design and Vera Dieckmann, founder of XO Atelier.

You can read a full report on how the debate went down in the September issue of Commercial Interior Design, which will be winging its way to you from next month.

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