Deloitte: Seamless Guest Experiences a Must for ‘Hotels of the Future’

Hoteliers in the Mediterranean will have to reshape the look, feel and appeal of their properties in order to ensure exceptional guest experiences in view of changing customer demands and challenges, found “The Hotel of the Future” report released this week by consulting firm Deloitte Greece.

The new study examines resort design trends in the Mediterranean in the midst of changing customer preferences and new competitive challenges, and highlights the opportunities, technology innovations, growing environmental and sustainability priorities required to enter the new era.

According to the report, which presents a total of 12 hotels in the Mediterranean for their exceptional design and its effect on the overall traveler experience, two Greek hotels belonging to the Sani/Ikos Group: the Sani Dunes in Halkidiki and the Ikos Aria on Kos – have been singled out as prime examples.

In their evaluation, the report’s analysts point out that hotels and resorts in the region can now benefit from the Covid-19 pandemic which is creating a “new normal”, forcing hoteliers to re-examine their strategies, business & operating models and products offerings. At the same time, technology innovations, growing environmental and sustainability priorities, changing demands are pushing hotels to offer increasingly personal, uniquely tailored experiences for every guest on every visit.

“As travel begins to recover from the shock of Covid-19, hospitality firms and hoteliers will need to reconsider the design of their properties in order to remain competitive in the wake of this unprecedented crisis and to tackle the disruptive forces affecting the tourism industry,” said the report.

Hotel architecture and design can play a leading role in creating memorable and authentic experiences tailored to the expectations of each guest and can be a powerful tool for hoteliers to differentiate their properties and stand out from the competition, found the report.

Key resort design trends

In the new era, hotel owners should focus their decisions and actions on the following resort design trends: authenticity, local elements, intimacy, sustainability, wellness & biophilic, smart technologies and instagrammability.

At the same time, factors to be taken into consideration while modernizing services should include new consumer generations, such as Millennials and Zoomers (Generation Z), who are entering the workforce, gaining financial independence and increasing their travel spending; an expanded global middle class; the rising demand for personalized travel services and experiences; digital transformation; competition with new lodging concepts and technology-powered market disruptors such as sharing economy platforms like Airbnb, HomeToGo; and all aspects of sustainability.

Vassilis Kafatos

“The advent of a new normal brings with it new trends and generates new needs and categories of visitors, while travelers are now focusing more and more on and seeking unique, authentic and personalized experiences of high quality. In this direction, the hotel of the future should stand apart for its design, high aesthetics and flexibility, focusing mainly on improving the guest experience and responding immediately and successfully to the trends, challenges and opportunities arising in the tourism and hospitality sector,” said Vassilis Kafatos, Partner, Clients & Industries Leader Head of Travel, Hospitality & Leisure Deloitte Greece.