SiteMinder Study Reveals Great Hotel Service, Personalized Offers Win Guests From Italy Every Time

  • SiteMinder
  • 03.21.19
A new study by SiteMinder reveals that great service and personalized offers are the two deciding factors for Italian travelers when choosing their accommodation.

The study, Le aspettative dei viaggiatori italiani alla base dell’evoluzione del settore alberghiero, was this week launched at Buy Tourism Online (BTO) in Florence to explore the preferences of guests for the country’s hotels. 
According to the study, other strong influences on guest choice include hotel location, email promotions, packages with incentives, and practical use of technology.
"While factors such as email promotions are important to Italian hotel guests, it is clear that great service and a personalized experience are still valued above all. Of course, recommendations from friends and family, as well as strangers through online reviews, are also highly influential. However, unsurprisingly for an industry founded on customer service, superior hospitality and personalization remain key to attracting and retaining guests," says Daniele Di Bella, vice president of EMEA at SiteMinder.
More than 1,000 Italian travelers of different ages, educational levels and socio-economic backgrounds took part in the online study conducted in February. Of the participants, around six percent said they still used the expertise of a travel agent to make a hotel booking, while 77 percent said they now book online. One-in-four travelled for both leisure and business.
Assessing the value of technology to their trips, participants said technology such as hotel apps and voice assistants should be useful, but not intrusive, to enhance their stay.

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