Hoteliers in Saudi Arabia require to adapt digital platforms and apps in a way to serve rising digitally-savvy Saudi travellers, as per a latest survey from American tech giant Avaya.
As per the Avaya statistics, Saudi travellers utilize hotel mobile apps more than their counterparts in other parts of the GCC, with more than a third of respondents utilize mobile apps to book their hotel room.
Many respondents also mentioned that they give value to a simple-to-use app more than the use of hotel facilities like restaurants, pools and gyms in measuring their stay.
The November survey also observed that the large majority – 89 percent – of Saudi travellers also utilize apps to complete tasks like exploring destinations outside their hotel and tracking bill changes, with 34 percent also utilizing apps to book rooms.
While smooth and quick check-in rules were observed as the more crucial factor in hotel guest experiences, 18 percent of Saudi respondents stated that an easy-to-use apps as a top factor in measuring their stay.
In additon, Saudis were also observed to be more likely to e-mail their hotel to make a reservation, with 25 percent stating they would prefer that method, when compared with the GCC average of 20 percent.
Out of the Saudi respondents, 35 percent mentioned that they would share bad experiences on social media channels, while around a third (32 percent) stated that they would also write a negative review on a site like TripAdvisor.
Vice President of Hospitality Solutions at Avaya, Frederick Sabty stated, “Today’s tourism and hospitality sector is playing an important role in Saudi Arabia’s economic diversification plans, and technology is helping hoteliers in the kingdom to deliver more personal experiences at every customer touchpoint.”
He also said, “Delivering that superior customer experience really comes down to how simple it is to access services and information. As travellers reveal a clear preference for smarter, connected devices and applications, hotels can establish a strong competitive advantage by embracing the digital trends that their customers value most.”
The report also mentioned that in-room phones are considered important by a great majority of Saudi travellers, with 56 percent stating it was crucial to them, compared to only 4 percent who mentioned they do not utilize hotel room phones.
Another 40 percent of Saudi respondents mentioned that they opt the option of controlling in-room amenities like lighting, entertainment and temperature using their mobile phones.
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