facebook pixal

Americans are more open to hotel stays, but expectations have changed

A new report from SevenRooms can guide hotel companies in meeting guests’ current hospitality demands.
Photograph: Shutterstock

Consumers may be itching to travel again, but the pandemic has put pressure on the hospitality industry to upgrade the hotel experience.

Almost half of Americans (46%) would be open to booking a hotel under the right circumstances, according to “Beyond the Booking: Meeting & Exceeding Hotel Guest Expectations,” a report released today by SevenRooms, a data-driven guest experience platform for the hospitality industry.

For hotels to capitalize on this desire, operators must be prepared to meet new elevated expectations.

It comes as no surprise that the highest health and safety standards are a top priority. But after months of living in crisis mode, consumers are also looking for a little pampering. And with the economy a bit shaky, they’re also seeking money-saving deals and promotions.

From booking to checkout, the survey data may help guide hotel operators to landing more business in the next months.

  • 34% of Americans are inclined to book hotels that are operating at reduced capacity
  • 41% want to learn about explicit COVID-19 health and safety measures ahead of time
  • 30% want health screenings for all guests upon arrival and 20% are in favor of contactless check-in
  • 34% say a complimentary hotel breakfast is the top item they look for when thinking about a hotel’s dining amenities
  • 46% would choose one hotel over another for the offer of a complimentary drink or


  • Respondents are interested in booking amenities in advance, with 59% prioritizing hotel restaurant reservations. Reserving a spot at the bar (22%), gym (28%) and swim in the pool (36%) are also desirable.

While the key to making these experiences successful is not losing sight of health and safety features, personalization is also key.

“This data is essential for driving loyalty that can boost repeat visits through targeted marketing and, ultimately, bringing guests back to your hotel through direct channels. Those that can take these insights and turn them into actionable, personalized touches will succeed in this new era of hyper-personalized hospitality,” said Joel Montaniel, CEO and co-founder at SevenRooms.

SevenRooms commissioned YouGov PLC, a third party, professional research and consulting organization, to poll 1,361 consumers who agreed to take part. The survey was undertaken online in late July.  

Members help make our journalism possible. Become a Restaurant Business member today and unlock exclusive benefits, including unlimited access to all of our content. Sign up here.


More from our partners