TrustYou recently conducted research measuring guest preferences and expectations for direct hotel communication.
Findings show that:
● The majority (80%) of hotel guests expect that the accommodation provider will
initiate communication regarding their booking and 80% also expect this to be
sent via email.
● 73% of guests communicate through online communication channels,
combining emails, social media, and text messaging; additionally, two-thirds say
they prefer to communicate through written electronic means rather than by
● Guests who communicate through text messaging services and through social
media report statistically significantly higher satisfaction levels over those who
● A large majority (75%) of guests want to communicate one-to-one with
representatives on location and 91% would communicate issues during their
Check out their Whitepaper here. Guest-Hotel Communication Research EN (1)