Hotel customers’ expectations and purchasing behavior have been changing since the Pandemic. What do those who used to look at stars look at now?

What Is The Hotel Customer Looking For Now?

Hotel customers’ expectations and purchasing behavior have been changing since the Pandemic. What do those who used to look at stars look at now?

A company called Coach Omnium studied hotel customers’ expectations and purchasing behavior. Among the most important criteria that French and European travelers consider when choosing a hotel, location ranked first with 88%. This criterion was 58% before the pandemic.

Prices and stars

Hotel prices take the second place with a frequency of 75%, while e-reputation comes with 46%. After their hotel is selected, 86% of travelers look at reviews left by other customers. And he goes to a booking site to look at the photos.

In addition, 70% of surveyed travelers book their accommodation directly at hotels, up from 30% before the pandemic.

Another important result of the research is that the classification of hotels according to stars is no longer taken into account in reservations. This frequency, which was 64% before the pandemic, dropped to 16% in 2022.