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.

Hotel guest checking his phone in a lobby, with the text “40% of travelers report personalized touches would increase their likelihood of returning”

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.