How do hoteliers tap into the dreams and desires of travellers in a tech-driven world where bookings are made at the last minute, guests arrive late at night, transactions are conducted online, doors can be opened digitally and communication takes place via various apps?
This is in an industry that continues to undergo significant technological change. According to Booking.com, about 83% of digitally savvy travellers who book online use their mobile devices to do so, 20% of travellers book a mere 24 hours in advance of check-in, particularly when it comes to local travel, and almost 11.7% book two to five days in advance.
While hoteliers are harnessing technology to offer more seamless experiences for their guests, a major learning from the pandemic is that people still want the human touch. This is particularly true in South Africa where travellers expect to get a taste of the warmth and hospitality the country and its people are renowned for.
Another innovation, which is based on sleep science originally developed for athletes and high net worth individuals, involves mattress covers that incorporate a water-jet system linked to a computer, which is, in turn, linked to a mobile app. The technology also helps users regulate temperature and zones can be set up to accommodate the different needs -of two people sharing a bed which Home Suite Hotels is currently trialing at its Rosebank hotel.