With over two-thirds of British travellers placing high-quality service above all else when booking a hotel, voco hotels has announced turn up service to cater to guests needs and expectations. To understand the new travel normal and re-evaluate traveller’s desires, IHG Hotels & Resorts’ voco hotels conducted a survey to uncover what consumers returning to travel really want from their hotel experience, which found that nine in 10 UK respondents rank great service as most important to them when staying at a hotel.
The study shows that cleanliness and other basic needs rank highly, but people also care a great deal about how they are approached during their stay and want to ensure they feel comfortable – both physically and in themselves. Travellers are also ready to reconnect post-pandemic, with nearly five out of 10 craving connection, interaction, and/or conversation more during their travels, compared to pre-pandemic.
Now more than ever, personable service is top priority. As the travel landscape evolves, service is key to meet guest expectations. 68% of travellers think hotel staff should act in a friendly manner towards guests and almost half say they want to be able to talk to staff and vice versa in a friendly, conversational manner, rather than one that’s overly formal or personal. Furthermore, nearly half (47%) of travellers agree that a friendly, approachable, and personalised experience is more important than ever following the pandemic. This is why you won’t just find front desk staff or sales managers at voco hotels; all staff members are attentive voco hosts dedicated to anticipating guest needs throughout their stay. From offering a local welcome treat upon arrival to curating tailored itineraries based on the guests’ interests, this hosted service style brings a truly personalised approach to service and makes each visitor’s stay uniquely their own.
Travellers crave unexpected service offerings. While travellers expect their basic hotel needs to be covered, guests also want unexpected offerings that go above and beyond. One in three Brits (30%) wish more hotels offered late night comfort food, 23% wish for enhanced bathroom amenities for more me time, and another 24% would like in-room afternoon tea or happy hour delivered directly to their room. Additionally, more than one in five (21%) would enjoy a personalised welcome package or the option to have breakfast in bed. Traveller’s desires also vary per location.
Informed by the survey data, select voco hotels in the UK will roll out new turn up service rooms early next year. Instead of turning down beds, voco’s turn up service rooms, set to be bookable for a limited time in early 2022, will offer a touch of the unexpected for guests, with possible perks set to include in-room mixologists and unique dining, a packing and unpacking service, or in-room spa treatments and fitness options.
“Just like travel has changed, consumers expectations have too. With nearly half of travellers stating they want to be valued as an individual, a one-size-fits-all approach to hotel service no longer resonates with travellers,” said Will Yell, VP Luxury and Upscale Conversion and Affiliate Brands at IHG Hotels & Resorts. “And while service is one of the most important elements that makes voco hotels so unique, we’re also known for doing things a little bit differently. So rather than turning down beds, we’re turning up our hosted service to enhance our guest’s stays and deliver unexpected, localised offerings that meet the needs of today’s travellers.”
Breaking the mold of traditional hotels, voco combines familiar comforts with unexpected touches to create a stay that is reliable, yet different. The result is an unstuffy, laid-back hotel experience that is full of charm, personality, and individualised spirit. Backed by the power of IHG Hotels & Resorts, voco combines the reassurance and perks of a big hotel brand with the informality and charm of an individual hotel. The brand’s international footprint spans Australia, United Arab Emirates, United Kingdom, United States and beyond with more than 23 locations open worldwide, and 33 in the pipeline to open in the next few years. Launched in 2018, the brand has become IHG’s fastest ever global expansion and is well-loved across the globe.