The American Hotel & Lodging Association (AH&LA) and its Foundation today released the definitive industry survey examining the top trends in the hotel industry, which this year is marked by personal service, healthy lifestyles and convenience. The survey, “The 2014 Lodging Study Hotel Trends: An Inside Look at Popular Amenities and Guest Services” conducted by industry data provider STR, illustrates how hotels are adapting to consumer demands by adjusting their services and amenities to take into account guests’ needs.
Since 1988, this survey has been the most authoritative and comprehensive benchmark of services that are so important to our industryThis survey, funded by the American Hotel and Lodging Educational Foundation (AH&LEF), shows that in addition to advancing consumer service, hotels are also giving back, making charitable contributions and being good stewards of the environment. Environmentally-friendly programs, such as towel reuse programs, recycling capabilities and water savings programs are increasingly popular, with overwhelming majorities of hotels participating. Hotels are also giving to charities, and employees are offering their personal time to volunteer efforts.
The innovation and creativity of the hotel industry continues to benefit the guests. Travelers can expect high-speed and wireless Internet in more places, as well as in-room video on demand services and high-definition, flat screen televisions. Hotels are also prioritizing convenience and comfort with mobile check in, mobile apps, better bedding, and allergy-free rooms. The hotel guest can also expect a healthier experience, with more access to healthy menu choices, free breakfast and health facilities.
“Providing the highest level of quality service is paramount in our business and keeping ahead of guests’ needs is a critical component,” said Katherine Lugar, president and CEO of AH&LA. “From high-tech gadgets and amenities to charitable giving to being good stewards of our environment, the hotel industry continues to grow, innovate and accommodate changing consumer behavior. It is this flexibility and remarkable adaptability that allows the hotel to grow and thrive even as other business sectors struggle.”
“Since 1988, this survey has been the most authoritative and comprehensive benchmark of services that are so important to our industry,” said Amanda Hite, President and COO of STR. “The hotel industry continues to push for innovation, staying ahead of the curve to ensure hotel guests have an excellent experience. It has been a privilege working with AH&LA on this survey, which is a helpful guide for hoteliers, industry vendors and the traveling public.”
Key findings include:
- High-definition televisions in rooms are the standard with 84% of respondents saying that these are provided. Flat screen televisions are the norm, with 96% of respondents stating their facilities stock them.
- Mobile apps for hotel service continue to grow in popularity with 33% of hotels offering an app for their guests.
- Most hotels (86%) provide computers in the lobby for complimentary use.
- Fewer hotels are charging for in-room Internet services. Only 11% of respondents charge for Internet service. This figure is down from 23% in 2012.
- 93% of respondents have a linen/towel reuse program.
- The popularity of recycling programs continue to increase, climbing steadily and achieving 64% in 2014.
- The percentage of hotels with electric car charging stations has grown to 11% from 5% just 2 years ago
- 84% of participating hotels contribute to charities, and the majority of hotels (84%) make in-kind contributions of room nights, meeting space, goods or services.
- 82% of hotels offer complimentary breakfast. An all-time high of respondents (74%) stated that they provide healthy menu choices.
- Conversely, fewer hotels are offering newspaper delivery, in room DVD players, and mini bars. Jacuzzis are also on the decline.
This is one of the longest-running surveys of its kind. The 2014 Lodging Survey is conducted every two years, and with more than 9,600 participants, it is the most comprehensive analysis of the trends in the hotel and lodging industry based on direct feedback from hotels. Respondents are also representative of the geographic makeup of the hotel industry.
The American Hotel and Lodging Educational Foundation: Invest, Educate, Empower is the industry’s philanthropic organization, dedicated to helping people build careers that improve their lives and strengthen the lodging industry. Founded in 1953, AH&LEF is a subsidiary of the American Hotel & Lodging Association and provides resources for hospitality-related education and research.
Serving the hospitality industry for more than a century, the American Hotel & Lodging Association (AH&LA) is the sole national association representing all segments of the 1.8 million-employee U.S. lodging industry, including hotel owners, REITs, chains, franchisees, management companies, independent properties, state hotel associations, and industry suppliers. Headquartered in Washington, D.C., AH&LA provides focused advocacy, communications support, and educational resources for an industry generating $155.5 billion in annual sales from 4.9 million guestrooms.
STR is the leading data provider for hotels, management companies, appraisers, investors and lodging industry analysts. Its database of lodging properties was used for this study, which has been conducted every two years since 1988. In 1996, the study expanded beyond AH&LA membership to include all properties in the United States with more than 15 hotel rooms.
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