GITNUXREPORT 2025

Customer Experience In The Hospitality Industry Statistics

Personalized service, technology, and seamless experiences drive hospitality customer loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

86% of customers are willing to pay more for a better customer experience in hospitality

Statistic 2

52% of travelers say that their hotel stay was improved by digital check-in and check-out

Statistic 3

88% of travelers report that their experience during a hotel stay impacts their decision to return

Statistic 4

65% of hotel guests prefer contactless payments over cash or cards

Statistic 5

59% of hotel guests value free Wi-Fi more than room upgrades

Statistic 6

78% of travelers say they are more likely to return to a hotel with mobile app services

Statistic 7

80% of hotel managers believe customer experience will be the primary competitive differentiator by 2025

Statistic 8

55% of travelers would abandon a booking if customer service is poor

Statistic 9

42% of hotel bookings are made through mobile devices

Statistic 10

36% of guests read reviews before booking, and reviews heavily influence their choices

Statistic 11

43% of guests would choose a hotel with a mobile app, even if it costs more than competitors

Statistic 12

65% of travelers cite cleanliness as the top factor influencing their hotel reviews

Statistic 13

40% of hotel bookings are influenced by social media recommendations

Statistic 14

58% of travelers prefer eco-friendly hotels, and their experience in such hotels influences repeat bookings

Statistic 15

69% of hotel guests expect fast response times from staff via messaging apps

Statistic 16

59% of travelers say they are more loyal to brands that engage with them via social media

Statistic 17

66% of hotel owners say automation in check-in reduces wait times and improves guest satisfaction

Statistic 18

93% of guests want real-time updates about their booking or service status

Statistic 19

61% of travelers say consistent Wi-Fi access is essential to their hotel experience

Statistic 20

79% of hotel guests prefer digital menus over physical menus

Statistic 21

54% of hotel bookings are influenced by images and videos of the property

Statistic 22

74% of travelers state that seamless check-in/out processes enhance their overall experience

Statistic 23

80% of hotel managers believe that loyalty programs boost guest retention

Statistic 24

53% of guests indicate that automated communication improves their satisfaction

Statistic 25

78% of hotel guests say social proof influences their booking decisions

Statistic 26

58% of travelers say they consider eco-certifications when choosing hotels

Statistic 27

83% of travelers believe that contactless interactions reduce their anxiety during the stay

Statistic 28

63% of hotel bookings are influenced by online reputation management efforts

Statistic 29

71% of guests prefer real-time communication channels with hotel staff

Statistic 30

60% of guests review their experience online after their stay, influencing future bookings

Statistic 31

65% of travelers value quick and efficient check-in services

Statistic 32

74% of travelers report that offer and promotion targeting influences their booking decisions

Statistic 33

68% of hotel guests consider safety and security as critical to their experience

Statistic 34

76% of travelers prefer hotels with energy-efficient systems

Statistic 35

55% of hotel bookings are influenced by loyalty program partnerships with other brands

Statistic 36

64% of guests expect hotels to incorporate sustainable practices into their brand experience

Statistic 37

61% of hotel guests are satisfied with digital self-service options

Statistic 38

85% of hotel guests would choose a property that offers wellness and spa amenities

Statistic 39

66% of hotel owners say that integrating smart room technology enhances guest experience

Statistic 40

73% of travelers prefer hotels with environmentally friendly certifications

Statistic 41

83% of travelers expect on-demand service options during their stay

Statistic 42

60% of hotel guests say that curated local experiences improve their stay

Statistic 43

69% of travelers prefer hotels that incorporate local culture into their design and experience

Statistic 44

58% of hotel guests prefer digital check-in, reducing wait times and contact points

Statistic 45

81% of hotels believe technology adoption is crucial for enhancing guest experience

Statistic 46

73% of travelers research hotel policies and amenities online before booking

Statistic 47

81% of hotel brands see digital guest engagement platforms as vital for growth

Statistic 48

74% of hotels reported increased booking rates after investing in guest experience technology

Statistic 49

72% of guests state that convenient digital services enhance their hotel satisfaction

Statistic 50

60% of hospitality businesses say that employee training is key to improving customer experiences

Statistic 51

90% of guests state that their customer service experience influences their online reviews

Statistic 52

67% of hotel guests say their loyalty depends on the quality of customer service

Statistic 53

77% of hotel guests say consistent service across channels enhances their experience

Statistic 54

48% of hotel guests would stop patronizing a hotel after a bad experience

Statistic 55

87% of hotel guests would recommend a hotel based on outstanding customer service

Statistic 56

79% of hotel staff agree that well-maintained facilities improve guest satisfaction

Statistic 57

86% of hotel guests report that excellent customer service increases their likelihood of repeat visits

Statistic 58

81% of hotel digital platforms use guest feedback data to improve service quality

Statistic 59

79% of travelers report that a smoothly managed return or check-out process influences their overall satisfaction

Statistic 60

49% of hotel guests feel that staff responsiveness directly impacts their satisfaction

Statistic 61

70% of hospitality customers say they will spend more with brands that personalize their experience

Statistic 62

75% of hotel guests believe that a personalized experience positively influences their loyalty

Statistic 63

45% of travelers feel that their hotel staff does not understand their preferences

Statistic 64

92% of luxury travelers prioritize personalized service when choosing accommodations

Statistic 65

83% of travelers expect their hotel to offer tailored recommendations

Statistic 66

54% of hotel owners report that implementing AI chatbots improved guest engagement

Statistic 67

72% of hotel guests say they are more likely to return if they receive personalized greetings

Statistic 68

65% of hotel guests say they appreciate personalized amenities during their stay

Statistic 69

55% of guests want to customize their room settings via mobile apps

Statistic 70

49% of hotel guests expect tailored experiences based on their previous stays

Statistic 71

45% of hotel guests complain about lack of personalized recommendations

Statistic 72

55% of travelers report that personalized marketing influences their booking decisions

Statistic 73

72% of hotel guests say personalized experiences make stays more memorable

Statistic 74

84% of hotel mobile apps with loyalty features increase guest engagement

Statistic 75

58% of guests prefer to customize their overall experience via digital tools

Statistic 76

69% of hotel guests say they are more satisfied when staff anticipates their needs

Statistic 77

47% of hotel guests express dissatisfaction when staff fails to recognize their preferences

Statistic 78

54% of travelers say they are more loyal to brands that offer personalized itineraries

Statistic 79

77% of hotel guests would recommend a hotel based on a unique experience

Statistic 80

52% of hotel staff say that integrating guest data improves service delivery

Statistic 81

85% of hotel staff believe that real-time feedback improves guest satisfaction

Statistic 82

68% of hotel staff believe that enhanced onboarding improves guest interactions

Statistic 83

76% of hotel staff feel that proactive service leads to higher guest satisfaction

Statistic 84

53% of hotel employees believe that digital training programs improve service delivery

Statistic 85

59% of hotel staff feel that ongoing training in new technology improves guest interactions

Statistic 86

68% of hotel staff report that streamlined check-in and check-out processes reduce guest complaints

Statistic 87

85% of hotel staff believe that real-time guest feedback improves overall service quality

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Sources

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Key Highlights

86% of customers are willing to pay more for a better customer experience in hospitality
70% of hospitality customers say they will spend more with brands that personalize their experience
52% of travelers say that their hotel stay was improved by digital check-in and check-out
75% of hotel guests believe that a personalized experience positively influences their loyalty
60% of hospitality businesses say that employee training is key to improving customer experiences
88% of travelers report that their experience during a hotel stay impacts their decision to return
65% of hotel guests prefer contactless payments over cash or cards
90% of guests state that their customer service experience influences their online reviews
59% of hotel guests value free Wi-Fi more than room upgrades
78% of travelers say they are more likely to return to a hotel with mobile app services
80% of hotel managers believe customer experience will be the primary competitive differentiator by 2025
45% of travelers feel that their hotel staff does not understand their preferences
92% of luxury travelers prioritize personalized service when choosing accommodations

In an era where 86% of customers are willing to pay more for exceptional hospitality experiences, the key to staying ahead in the industry lies in leveraging personalization, seamless digital services, and attentive staff to foster guest loyalty and satisfaction.

Customer Willingness and Preferences

86% of customers are willing to pay more for a better customer experience in hospitality
52% of travelers say that their hotel stay was improved by digital check-in and check-out
88% of travelers report that their experience during a hotel stay impacts their decision to return
65% of hotel guests prefer contactless payments over cash or cards
59% of hotel guests value free Wi-Fi more than room upgrades
78% of travelers say they are more likely to return to a hotel with mobile app services
80% of hotel managers believe customer experience will be the primary competitive differentiator by 2025
55% of travelers would abandon a booking if customer service is poor
42% of hotel bookings are made through mobile devices
36% of guests read reviews before booking, and reviews heavily influence their choices
43% of guests would choose a hotel with a mobile app, even if it costs more than competitors
65% of travelers cite cleanliness as the top factor influencing their hotel reviews
40% of hotel bookings are influenced by social media recommendations
58% of travelers prefer eco-friendly hotels, and their experience in such hotels influences repeat bookings
69% of hotel guests expect fast response times from staff via messaging apps
59% of travelers say they are more loyal to brands that engage with them via social media
66% of hotel owners say automation in check-in reduces wait times and improves guest satisfaction
93% of guests want real-time updates about their booking or service status
61% of travelers say consistent Wi-Fi access is essential to their hotel experience
79% of hotel guests prefer digital menus over physical menus
54% of hotel bookings are influenced by images and videos of the property
74% of travelers state that seamless check-in/out processes enhance their overall experience
80% of hotel managers believe that loyalty programs boost guest retention
53% of guests indicate that automated communication improves their satisfaction
78% of hotel guests say social proof influences their booking decisions
58% of travelers say they consider eco-certifications when choosing hotels
83% of travelers believe that contactless interactions reduce their anxiety during the stay
63% of hotel bookings are influenced by online reputation management efforts
71% of guests prefer real-time communication channels with hotel staff
60% of guests review their experience online after their stay, influencing future bookings
65% of travelers value quick and efficient check-in services
74% of travelers report that offer and promotion targeting influences their booking decisions
68% of hotel guests consider safety and security as critical to their experience
76% of travelers prefer hotels with energy-efficient systems
55% of hotel bookings are influenced by loyalty program partnerships with other brands
64% of guests expect hotels to incorporate sustainable practices into their brand experience
61% of hotel guests are satisfied with digital self-service options
85% of hotel guests would choose a property that offers wellness and spa amenities
66% of hotel owners say that integrating smart room technology enhances guest experience
73% of travelers prefer hotels with environmentally friendly certifications
83% of travelers expect on-demand service options during their stay
60% of hotel guests say that curated local experiences improve their stay
69% of travelers prefer hotels that incorporate local culture into their design and experience
58% of hotel guests prefer digital check-in, reducing wait times and contact points

Customer Willingness and Preferences Interpretation

In an era where 86% of travelers are willing to pay extra for better experiences, hotels must prioritize digital convenience, eco-consciousness, and personalized, real-time interactions—lest they risk booking decline, as over half of guests would abandon poor service and reviews continue to hold sway over future stays.

Digital Integration and Technology Adoption

81% of hotels believe technology adoption is crucial for enhancing guest experience
73% of travelers research hotel policies and amenities online before booking
81% of hotel brands see digital guest engagement platforms as vital for growth
74% of hotels reported increased booking rates after investing in guest experience technology
72% of guests state that convenient digital services enhance their hotel satisfaction

Digital Integration and Technology Adoption Interpretation

With over 70% of travelers researching online and guests craving seamless digital services, the hospitality industry’s embrace of technology is no longer optional but essential for turning bookings into loyalty—and memorable stays.

Hotel and Hospitality Service Quality

60% of hospitality businesses say that employee training is key to improving customer experiences
90% of guests state that their customer service experience influences their online reviews
67% of hotel guests say their loyalty depends on the quality of customer service
77% of hotel guests say consistent service across channels enhances their experience
48% of hotel guests would stop patronizing a hotel after a bad experience
87% of hotel guests would recommend a hotel based on outstanding customer service
79% of hotel staff agree that well-maintained facilities improve guest satisfaction
86% of hotel guests report that excellent customer service increases their likelihood of repeat visits
81% of hotel digital platforms use guest feedback data to improve service quality
79% of travelers report that a smoothly managed return or check-out process influences their overall satisfaction
49% of hotel guests feel that staff responsiveness directly impacts their satisfaction

Hotel and Hospitality Service Quality Interpretation

In the hospitality industry, stellar employee training and seamless service across channels not only foster guest loyalty—hence the critical role of quality customer service—but also stand as the hidden hotel keys to turning satisfied visitors into glowing online reviews and repeat patrons.

Personalization and Guest Experience

70% of hospitality customers say they will spend more with brands that personalize their experience
75% of hotel guests believe that a personalized experience positively influences their loyalty
45% of travelers feel that their hotel staff does not understand their preferences
92% of luxury travelers prioritize personalized service when choosing accommodations
83% of travelers expect their hotel to offer tailored recommendations
54% of hotel owners report that implementing AI chatbots improved guest engagement
72% of hotel guests say they are more likely to return if they receive personalized greetings
65% of hotel guests say they appreciate personalized amenities during their stay
55% of guests want to customize their room settings via mobile apps
49% of hotel guests expect tailored experiences based on their previous stays
45% of hotel guests complain about lack of personalized recommendations
55% of travelers report that personalized marketing influences their booking decisions
72% of hotel guests say personalized experiences make stays more memorable
84% of hotel mobile apps with loyalty features increase guest engagement
58% of guests prefer to customize their overall experience via digital tools
69% of hotel guests say they are more satisfied when staff anticipates their needs
47% of hotel guests express dissatisfaction when staff fails to recognize their preferences
54% of travelers say they are more loyal to brands that offer personalized itineraries
77% of hotel guests would recommend a hotel based on a unique experience

Personalization and Guest Experience Interpretation

In an industry where 70% of customers are willing to spend more for personalized service, hotels ignoring the 75% who believe such experiences boost loyalty and the 69% satisfied when staff anticipates their needs risk not just losing business but also missing the chance to turn guests into enthusiastic advocates—proof that in hospitality, personalization isn't just a luxury, it's the new standard for memorable stays and brand loyalty.

Staff Perceptions and Operational Insights

52% of hotel staff say that integrating guest data improves service delivery
85% of hotel staff believe that real-time feedback improves guest satisfaction
68% of hotel staff believe that enhanced onboarding improves guest interactions
76% of hotel staff feel that proactive service leads to higher guest satisfaction
53% of hotel employees believe that digital training programs improve service delivery
59% of hotel staff feel that ongoing training in new technology improves guest interactions
68% of hotel staff report that streamlined check-in and check-out processes reduce guest complaints
85% of hotel staff believe that real-time guest feedback improves overall service quality

Staff Perceptions and Operational Insights Interpretation

With over half of hotel staff recognizing that integrating guest data, real-time feedback, and streamlined processes elevate service, it's clear that in hospitality, tech isn't just a tool—it's the secret ingredient turning ordinary stays into extraordinary experiences.