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New SevenRooms Data Unveils What Makes Travelers Choose One Hotel Over Another

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Nov 7, 2019

New SevenRooms Data Unveils What Makes Travelers Choose One Hotel Over Another

“Checking In For F&B” report reveals a complimentary meal, a loyalty program for food & beverage and a personalized approach would make a hotel brand stand out

NEW YORK (November 7, 2019)SevenRooms, a data-driven hospitality platform that combines operations, marketing and guest engagement tools, today released its “Checking In For F&B” report, which uncovered the most important things to today’s traveler when it comes to food and beverage at hotels. According to the data, 65% of Americans would choose one hotel over another if that hotel stay includes complimentary breakfast, and 51% would be more inclined to book a hotel room that includes a complimentary drink or meal upon arrival.

The study, conducted with third-party research firm YouGov, examined people’s preferences around hotel restaurants and bars, uncovering that F&B holds quite a bit of weight. In fact, nearly 1 in 3 (31%) Americans think hotels with great restaurants are more memorable than those without.

THIS or THAT: Hotel F&B Edition

Knowing that food and beverage can be an incredible asset for hotel brands, setting them apart in a sea of options available to today’s savvy traveler, SevenRooms set out to uncover which elements would encourage travelers to stay at a certain hotel.

Americans selected what F&B factors would sway them to a hotel either for the first time, or for a return visit, and aside from a complimentary meal or drink, the data found some of the top selections to be:

A variety of food options for all dietary preferences and restrictions: More than 1 in 3 (34%)
Loyalty rewards for their restaurants and bars: Almost 1 in 3 (32%)
The hotel sent a personalized offer to book again based on previous dining and stay history: More than 1 in 5 (23%)
The hotel asked for dietary preferences/restrictions prior to the stay, making the trip more tailored and seamless: Almost 1 in 5 (19%)
The mini bar is personalized to snack/drink preferences based on previous stays or allergies: More than 1 in 7 (14%)

And when asked what would make them choose one hotel over another, many of the same factors held true:

Multiple options for sit down meals (41%)
A restaurant open late (38%)
Third-party reviews that note exceptional service at their restaurant (21%)

“When you think about hospitality, hotels are regularly the first thing that comes to mind. But what many don’t consider is that it’s not only a well-appointed room and a knowledgeable concierge that guests remember – it’s often the experience they had at the on-site restaurant or bar,” said Joel Montaniel, CEO of SevenRooms. “Hotel brands, especially those with locations in various cities around the world, have a unique opportunity to build loyalty with customers through their F&B offerings. By listening to what makes a guest experience exceptional, and using technology to help deliver that experience, they can develop long-lasting relationships with their guests, creating a brand-loyal traveler for life.”

Building Loyalty

Hotels with multiple properties in a variety of cities may have the biggest opportunity to build loyalty with guests. So what do hotel guests look for to truly elevate the experience, when they’re staying brand-loyal with one hotel?

Perks for free food or drinks: 36% are more likely to book with one hotel across multiple cities if their loyalty program made it easier to earn rewards outside of hotel room nights
Ensuring variety: 34% indicate liking the convenience that comes with staying at the same hotel brand in different cities, but expect there to be variety with food and drink at each location
Seamless communication between properties: When staying at a hotel with multiple properties, 29% expect their preferences and guest profile to be easily communicated between properties
Great service: 26% admit that if one of the hotel’s locations had poor service in their restaurant or bar, they’d reconsider continuing to book with that brand

The Local Influence 

Hotels also have an opportunity to capitalize on their city’s roots since guests are craving curated local experiences, whether it be to spend the night or to grab a quick drink. Even further, once they travel home, hotels have a chance to continue guest relationships – over a quarter (26%) of Americans think hotels have an opportunity to engage with more locals through their bars and restaurants. In order to create a brand-loyal, returning guest, operators should focus on offering locals:

Unique and diverse food and beverage options: 24% of Americans agree that if a hotel in their area has unique and diverse food and beverage options, they’re more likely to consider booking with the same brand when traveling
Local talent: 23% of Americans love when hotels host/showcase local talent at their F&B venues
Excellent Service: 17% expect hotel restaurants and bars to have a higher level of service than other restaurants and bars in their area


Research Methodology

SevenRooms commissioned YouGov PLC – a third party, professional research and consulting organization – to poll the views of 1,254 individuals who agreed to take part. Fieldwork was undertaken online between August 26th-27th, 2019. The figures have been weighted and are representative of all US adults (aged 18+).

About SevenRooms

From neighborhood restaurants to international, multi-concept hospitality groups, SevenRooms is a hospitality platform that helps operators unlock the full revenue potential of guest data. Combining operations, marketing and guest engagement into one front-of-house solution, the platform helps operators to maximize profits, build brand loyalty and enable personalized guest experiences. Founded in 2011 and venture-backed by Comcast Ventures and Amazon, SevenRooms has dining, hotel F&B, nightlife, sporting and entertainment clients in more than 250 cities worldwide, including: Mandarin Oriental Hotel Group, Jumeirah Group, The Cosmopolitan of Las Vegas, Hard Rock Hotel & Casino, sbe, LDV Hospitality, Live Nation, Zuma, TAO Group, Bagatelle, Altamarea Group, Wolfgang Puck, Michael Mina, Hakkasan, Bagatelle, Chase Hospitality Group, Mercer Street Hospitality, JKS Restaurants, Corbin and King and The h.wood Group.

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