Hospitality begins long before arrival. Every message, update, and touchpoint shapes what guests expect — and how they’ll remember their stay.
Our research shows that travelers want more than efficiency; they want connection. They value service that feels intuitive — when a reminder arrives just in time or an offer feels made for them. In those moments, technology becomes empathy in action.
When digital experiences are smooth
43% of guests feel more at ease
39% of guests feel more comfortable overall
33% of guests are more likely to return
The takeaway is clear: personalization isn’t an add-on, it’s the new standard of care. The Great Expectations report reveals where those moments matter most, and how hotels can turn guest data into experiences that feel genuinely human.
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