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Alertify
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Majority of Travellers Prefer Experiences Over Hotel Rewards
- A new survey of 2,000 travellers reveals that 68% prioritize personalized experiences over traditional hotel loyalty points.
- This preference for experiences over points is consistent across different demographics, with Gen Z and high-income earners leading the trend.
- Reasons for dissatisfaction with point systems include short expiration windows, blackout dates, and rewards seen as unattainable.
- Only 24% of respondents consider hotel rewards as their most valuable loyalty asset, ranking them below other loyalty programs like grocery, credit card, gas points, and airline miles.
- Service and quality remain key factors in guest loyalty, with 88% likely to return following consistently good service.
- Poor service, facility issues, and room problems are top deal-breakers for guests.
- The future of loyalty is described as moving beyond transactional perks to meaningful relationships and personalized engagement.
- Hotels are encouraged to collect and use guest data for personalization, reinvent loyalty models, improve service touchpoints, and enhance digital convenience.
- The trend towards personalized experiences is emphasized over traditional points systems, as guests seek real-time recognition and customization.
- The shift in loyalty focus means hotels must prioritize connections and personalization to attract and retain guests.
- In the evolving loyalty economy, guests value recognition that aligns with their preferences and what they truly value.
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