Tuesday,  May 11, 2021  9:13 am

Are hotels lacking in accommodating business travellers?


Are hotels lacking in accommodating business travellers?

Results from a recent study of Canadian business travellers indicate that hotels may be missing the mark in a couple of key areas. Respondents to the survey, commissioned by Active International Canada, suggest their hotel experience could be improved with more free services: reliable Wi-Fi, parking, more "extras" such as newspapers, and either a complimentary or a better breakfast. Price, room cleanliness and location are all important factors when travellers select a hotel in addition to Loyalty programs. One in five travellers surveyed recommended hotels improve their restaurants, undertake renovations or modernizations, or invest in better fitness centers.  "Overall, hotels are doing a good job meeting the needs of Canadian business travellers," said Nikki Stone, vice-president business development and head of travel at Active International Canada. "Good customer service and friendly, knowledgeable staff were commonly mentioned by the survey respondents when describing positive hotel experiences, while the top reasons for requesting different accommodation typically related to the quality and cleanliness of their room or poor service."  The Active International study also reveals that travellers, not companies, most often make business travel decisions, including when to travel, what airline to fly with, which hotel chain to select and the type of hotel room to book.   Less than 20 per cent of people surveyed said their company has a central travel coordinator who must make all bookings. A large majority place their bookings directly with the hotel through the internet, telephone, or mobile app.  Along with the trend to individual decision-making, blurred lines between business and personal travel are the new normal. Two-thirds of those surveyed have added personal days to a business trip and close to half sometimes or usually bring a spouse, friend or relative.  Click here to see the PAXnews.com report on last week's GBTA conference in Toronto.

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