80% of guests consider their smartphone to be the main security tool in the hotel

Two surveys, involving more than 7,000 travelers, helped to understand how their preferences have changed before and during the COVID-19 pandemic.

Research has shown that when traveling again, 80% of guests will download a mobile or web application for a hotel that will allow them to check in and check out online, get hotel information and order additional services. It should be noted that this is 10% more than in March this year. Only 8% of guests will feel comfortable going through the usual check-in and check-out at the reception.

The findings highlight that mobile phones are becoming an increasingly sought-after security tool. Compared to March this year, there is a 73% increase in the number of guests using their smartphone as a room key.

The survey results also highlight the need for hoteliers to implement contactless solutions to drive revenue, as nearly half of respondents (47%) said they were more likely to order room service or go to a hotel restaurant if they ordered on a mobile app.

“There is no doubt that COVID-19 has brought about significant changes in the way guests want to interact with the hotel, but in reality the need for digital technology existed before the global pandemic,” says Nikolai Beloshitskiy, CEO of SMARTEQ.

17 December 2020