Travel

Trends Report

2022
Contents
3 Forward

5 Higher guest expectations than ever before

12 Changing booking habits create unpredictable demand

19 Macro trends changing the shape of travel

 Forward Travel Trends Report 2022 3

Forward
When it comes to travel, 2021 was a year of learning to
adapt to the changing realities of the pandemic. We saw
the beginnings of “Revenge Travel,” with travelers taking Skift Recovery Index
advantage of increased vaccination rates and loosening
Global Weighted Scores
border restrictions to take trips that they couldn’t make
2021 vs 2019 2020 vs 2019
in 2020. This boost in leisure travel helped lift the travel
industry back from its precipitous drop in 2020, but it 97

wasn’t enough for a full comeback — at the end of 2021, the 79

industry is still 36% below normalized 2019 activity levels.1 65 66 64

61 62
59 58
56

Despite the upward trends, Covid-19 continues to disrupt 44 45

40
43
46 46 44 45

travel plans. The Delta and Omicron variants have 47 34

27
complicated the industry’s recovery forecasts, as public 20

health concerns and ever-changing border restrictions

have continued to suppress demand, especially for Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

business and international travel.

(Source: Skift)

1 Skift. “Skift Research Global Travel Outlook 2022.” Dec 2021

 Forward Travel Trends Report 2022 4

Despite the obstacles posed by the pandemic, the travel industry remains

“
optimistic about the future. “Revenge Travel” demand remains high —
Expedia reported a significant rise in global travel search volume in Q2
2021, holding steady in Q3 despite the rise of the Delta variant in July and
August,2 and a recent study by Simon-Kucher & Partners revealed that 45%  e are no longer going to take for
W
of consumers want to travel more than prior to the pandemic.3 granted that there will always be a
flight tomorrow and an open border
As we move into 2022, we predict another year of wanderlust and strong waiting to greet us. We will make up
pent-up demand, particularly when it comes to leisure travel. But the for the lost time and experiences
pandemic continues to strongly influence guest expectations and booking with a vengeance.
habits, and it will likely reshape travel for years to come. In our report, we Konrad Waliszewski
cover the major trends that will define travel this year, and what they mean Co-founder and CEO
for the lodging industry — and your property. of the travel app Tripscout

Source: Huffpost

2 Expedia. “Travel Recovery Trend Report for Q3.” Nov 2021.

3 Simon-Kucher & Partners. “Travel Trends Study 2021.” Aug 2021.
 Higher guest expectations than ever before Travel Trends Report 2022 5

Higher
guest expectations
than ever before

After enduring nearly two years of the pandemic, travelers are not only eager to get out, they are
ready to go big. Travelers are willing to spend more, indulge in luxurious experiences, and tick off
bucket-list items — but that doesn’t mean they are any less cautious about Covid-19. Health and
hygiene concerns continue to influence where travelers go and what types of accommodations they
prefer. On top of that, guest expectations are now higher than ever. The pandemic accelerated digital
adoption, meaning that a majority of consumers now expect seamless, frictionless travel experiences
supported by mobile and contactless technologies.
 Higher guest expectations than ever before Travel Trends Report 2022 6

Splurge travel and the rise of premiumization

In the year following the start of the pandemic, households around the world amassed an extra
$5.4 trillion in savings, equal to 6% of global GDP, as consumers curtailed expenditures on recreation,
travel, dining, and entertainment.4 With this excess in savings and more confidence to travel,
consumers, especially those from high-income households, are now ready to spend big in 2022 and
take what Expedia calls their “GOAT trip,” or Greatest of All Trips, with 40% of travelers more willing
than ever before to splurge on future travels and 32% planning to visit a bucket-list destination.5

The signs were already there in 2021. Skift highlighted many of the key indicators that luxury travel
would lead the recovery, including an upward trend for luxury accommodation bookings across
both hotels and vacation rentals.6 A poll conducted by American Express Travel in June 2021 found
that affluent American travelers earning at least $70,000 a year estimated that they would spend
an average of $4,790 on luxury travel between now and 2022, with 30% of those survey respondents
predicting that they would spend at least $10,000 on their next trip.7

But “luxury” has a different meaning post-pandemic. Health and safety are paramount, and travelers
are increasingly looking for ways to make their travel more meaningful and more personalized. Amex
reports that “personalized experiences (82%), high cleanliness standards (81%) and privacy (79%)”
are now the most desirable luxury amenities among their cardholders.8 Consumers report that they
would be willing to pay up to 14% more for a hotel stay that offered a great customer experience.9

4 Ziady, Hanna. “Consumers have $5.4 trillion in excess savings. That could unleash a global spending boom.” CNN Business, Apr. 19, 2021.
5 Expedia. “2022 Travel Trends Report.” Nov 2021.
6 Skift. “How Luxury Travel Is Leading the Recovery: A Skift Deep Dive.” Apr. 28, 2021
7 CNBC. “Affluent Americans are ready to spend on family, luxury travel again, Amex finds” Aug. 2, 2021
8 Amex Travel. “Global Travel Trends Report.” Jan 2021.
9 PWC. “Experience is everything. Get it right.” 2018.
 Higher guest expectations than ever before Travel Trends Report 2022 7

What does this mean for your property:

Showcase your premium side. You don’t have to be a luxury
property to take advantage of splurge travel. What might make your
property the ideal location for the “Greatest of All Trips”? Write down

$5.4 40% +14%

the aspects of your property that make it truly unique, such as the
architecture or design, proximity to nature or cultural destination, or
locally sourced amenities and products.

Incorporate these aspects into the marketing of the property,

trillion USD of U.S. travelers
say they are more
additional premium
that consumers will
whether it’s on your website or on your OTA listing. Next, give your total additional willing to treat pay for a hotel stay
guests a reason to upgrade and enhance their stay by creating savings accumulated themselves and that offers a great
premium rate plans and packages. Packages that combine the by households around spend money on customer experience
stay with extra amenities, meals, or tours can be a great way to the world due to their next trip
increase the value of your offering and make your guests feel extra the pandemic
special.

(Source: CNN Business) (Source: Expedia) (Source: PWC)

Additional Resources:
The Secret Strategies to Rate Plans and Pricing
10 Examples of stunning hotel website design and templates for your property
 Higher guest expectations than ever before Travel Trends Report 2022 8

Outdoors and away from the crowds

Destinations with plenty of outdoor offerings became popular during the pandemic as a way to practice
social distancing, and the trend looks likely to continue. In the summer of 2021, Airbnb’s most commonly
booked trips were a family leaving a big city to visit a smaller destination, and the share of travel to
mountain (18%), coastal (42%), and rural destinations (22%) all increased from pre-pandemic years.10

According to STR’s recent report on traveler preferences, the most popular types of destinations continue
to be countryside/outdoors, beach/coastal towns, and small towns. More than 30% of respondents
agreed that they preferred these types of trips in the current situation compared with before the
pandemic.11 Kayak’s top-trending list for 2022 saw big cities like New York, San Francisco, Boston and
Atlanta be replaced with beach towns like Cancun, Honolulu and Maui, as well as mountain destinations
such as Kalispell and Bozeman, Montana and Steamboat Springs, Colorado.12

As a natural extension of this preference for smaller cities and outdoor destinations, travelers have also
tended to prefer the smaller properties that are more prevalent in these types of destinations. Since the
start of the pandemic, STR has reported a positive net gain interest of 10-15% for short-term/vacation
rentals and small hotels (less than 50 rooms), in contrast to a negative net gain interest in other types of
properties.13 However, this may only be a temporary shift. Though vacation rentals outperformed hotels in
2020, Skift found that by Q3 2021, future hotel booking levels overtook vacation rental bookings as
pre-pandemic patterns began to return.14

10 Airbnb. “Airbnb Report on Travel & Living.” May 2021.

11 STR. “Change in travel accommodation preferences continues.” Dec. 15, 2021.
12 King, Rachel. “The travel trends to watch in 2022.” Fortune, Dec. 27, 2021.
13 STR. “Tourism After Lockdown: A new standard of accommodation preferences?” Aug, 31, 2021.
14 Geerts, Wouter. “Hotels Steal Booking Momentum From Vacation Rentals: Skift Recovery Index.” Skift, Sept. 16, 2021.
 Higher guest expectations than ever before Travel Trends Report 2022 9

What does this mean for your property:

Incorporate outdoor experiences as part of your guest experience. Short-term rentals

42%
Some properties are naturally connected with outdoor experiences,
such as ski lodges and cabins, but even if your accommodation is
located in a city or town, there are still plenty of ways to promote
30% Small hotels

32%
guest activities that take place outside. Ideas include bicycle
rentals, outdoor yoga classes, rooftop dining, and self-guided
10%–15%
walking tours, among many others. Social media is a great way to
42% of nights booked 30% of travelers say 10%–15% net gain
promote your property’s outdoor amenities and activities, and can
in family travel trips in they prefer outdoor interest for short-term
even help to inspire travelers as they plan their next trip.
summer 2021 were to and small town rentals and small
rural destinations, up destinations more hotels (less than 50
from 32% during the now compared with rooms) compared
summer of 2019 before the pandemic with pre-Covid-19

(Source: Airbnb) (Source: STR) (Source: STR)

Additional Resources:
Build a Brand: A Hotel’s Guide to Instagram
9 Ways to Use Social Media for Your Hotel Marketing
How to Make a Local Guide for your Guests
 Higher guest expectations than ever before Travel Trends Report 2022 10

Digital adoption and the frictionless guest experience

Though digitalization had long been a trend, the pandemic accelerated digital adoption as we’ve
never seen before. McKinsey reports that 58% of all customer interactions globally are now
digital, compared to 36% prior to the pandemic.15 This shift has occurred across all generations,
not just younger ones. A Mobiquity study showed that adoption of digital technology for retail,
restaurants, shopping and digital health increased more than fourfold among Baby Boomers during
the pandemic.16

The increase in digital adoption means that guest expectations of technology are higher than ever.
According to McKinsey, the United States has seen a 20% increase in preference for contactless
operations.17 Guests not only want to be able to book their accommodations online, they also want to
be able to use their mobile devices throughout the stay — to check-in, to communicate with the hotel
staff, to unlock their door, and to pay for their bill.

Ultimately, convenience is now what drives loyalty. Salesforce found that across all generations, more
than 67% of customers say they prioritize convenience over brand, and this number jumps to 76% for
Generation Z.18 Companies that invest smartly in technology to enhance guest experience will win in
the long run. Hospitality Technology reports that 72% of hotel guests are likely to return to a property
when the tech they want is available.19

15 McKinsey & Company. “How COVID-19 has pushed companies over the technology tipping point—and transformed business forever.” Oct. 5, 2020.
16 Mobiquity. “The Rise in Digital Adoption Among Baby Boomers.” Nov. 16, 2020.
17 McKinsey & Company. “Adapting customer experience in the time of coronavirus.” Apr. 2, 2020
18 Salesforce. “State of the Connected Customer. 4th Edition.” Oct 2020.
19 Hospitality Technology. “8th Annual Customer Engagement Technology Study.” 2019.
 Higher guest expectations than ever before Travel Trends Report 2022 11

What does this mean for your property:

Invest now in technology that can help you enhance the guest
experience. Companies that prioritize customer experience during 58% 72%
a downturn stand to outperform their competition for years to
come. New apps and services that have become available in recent 36%
years have made modern tech enhancements such as contactless
payments, keyless entry, self check-in, and mobile concierge
accessible to properties of all types and sizes. For those who are 58% of all customer More than 2 out of 3 72% of hotel guests
fearful that too much technology can hinder the guest relationship interactions globally customers prioritize are likely to return
and weaken the very nature of hospitality, rest assured that the are now digital, convenience to a property when
opposite is true. It’s all about meeting guest expectations, removing compared to 36% over brand the tech they want
friction during interactions, and freeing up your staff’s time so they prior to the pandemic is available
can dedicate their focus to making guests happy.

(Source: McKinsey) (Source: Salesforce) (Source: Hospitality Technology)

Additional Resources:
A New Reality: The Contactless Guest Experience
4 Hotel Technology Trends to Boost Guests’ Experience
3 ways to provide a better payment experience for your guests
 Changing booking habits create unpredictable demand Travel Trends Report 2022 12

Changing booking habits

create unpredictable
demand
The pandemic has significantly altered the way travelers plan and book trips. In a year of “Revenge
Travel,” this has both advantages and disadvantages for lodging providers. Though demand is high, it
remains unpredictable and subject to changing public health restrictions. Travelers have adapted by
booking reservations much closer to their stay date or taking advantage of flexible booking policies,
frustrating property owners and operators with short lead times and last-minute cancellations. However,
travelers are also now more likely to stay longer and book direct, which means that savvy properties
can capitalize on these new booking trends to drive more revenue and profitability from their guests.
 Changing booking habits create unpredictable demand Travel Trends Report 2022 13

A dynamic demand environment

One of the biggest impacts of the pandemic is that travel demand has been consistently unpredictable.
Even factors such as location and seasonality are no longer as reliable as they once were. Much of
the unpredictability has been driven by lockdowns and changing border restrictions, which has forced
many travelers to cancel or change their plans at the last minute. A single announcement can also
drive enormous spikes in demand — for example, travel searches from EMEA to the United States
increased 95% week-over-week on Expedia after the White House announced it would soon lift travel
restrictions for international visitors who are vaccinated.20

Travelers, now used to such uncertainties, have altered their booking habits accordingly. Booking lead
times have shortened considerably, with many consumers preferring to wait until closer to their trip to
book it. A staggering 79% of travelers are now booking within 14 days of their stay date, up from 24% in
the previous year, according to STR.21

Flexibility remains a priority for many travelers. Nearly one in three travelers say that an
accommodation provider’s cancellation policy is one of the top three factors influencing a booking.22
A growing number of travelers are taking advantage of the flexibility by “trip stacking,” booking two or
more trips over the same travel period in case Covid-related issues ruin their preferred travel plans.23
This sort of booking behavior can lead to high last-minute cancellations, which makes it even more
difficult to predict demand.

20 Expedia. “Travel Recovery Trend Report.” Nov. 9, 2021.

21 STR. “Window of Opportunity: Analyzing Shifts in Booking Trends.” May 10, 2021.
22 STR. “Tourism After Lockdown: Guest Expectations Today and Tomorrow.” May 12, 2022.
23 Piterelli, Monica. “People used to book one vacation at a time. Now they’ve started ‘trip stacking’” Sep. 1, 2021.
 Changing booking habits create unpredictable demand Travel Trends Report 2022 14

What does this mean for your property:

Implement a smart pricing strategy with automation and alerts.
To optimize every available revenue-making opportunity, you’ll 79%
need to engage in dynamic pricing, which involves adjusting your

95% 30%
rates and stay restrictions in accordance with changes in local 24%
demand and market conditions. The goal is ultimately to sell the
best mix of rooms at the most optimal price in order to maximize
revenue. But keeping up with unpredictable fluctuations in demand 95% increase in travel 79% of bookings 30% of travelers
is difficult for any property, even the ones with revenue managers search volume from are made within 14 cite cancellation
on staff. You can take the guesswork out of your pricing strategy EMEA to the U.S. after days of stay date, policy as one
by using a revenue management tool that tracks pricing in the White House up from 24% in the of the top three
your local market and alerts you to opportunities to adjust your announced easing previous year factors influencing
rates accordingly. entry restrictions where they book
accommodations

(Source: Expedia) (Source: STR) (Source: STR)

Additional Resources:
3 dynamic pricing strategies you can automate to maximize hotel revenue
How to Build a Smart Hotel Pricing Strategy in 2022 [+5 Best Practices]
What is a hotel compset and why is it important for pricing?
 Changing booking habits create unpredictable demand Travel Trends Report 2022 15

Travelers prefer booking direct

At the start of the pandemic, as lockdown orders spurred mass travel cancellations, many
consumers grew frustrated with online travel agencies for their poor communication and long
delays in issuing refunds. The resulting negative press eroded consumer confidence in booking
with OTAs. In a June 2021 poll by GlobalData, 39% of consumers said they would typically book
directly, versus 17% that would opt for OTA and price comparison sites.24

For some accommodation segments such as independent hotels, the shift to direct bookings has
been significant. According to Skift, 56% of bookings at independent hotels came from direct
channels in 2020, up from 39% in 2019, a 17-point shift. This is in contrast to branded chains, which
saw only a two-point increase in direct bookings to 47% in 2020, up from 45% in 2019.25

Will this trend continue as the pandemic subsides? Part of it will rely on hoteliers and hosts making
the right investments into promoting direct bookings. The hospitality industry is optimistic, with
more than three-quarters of hoteliers saying they expect their unpaid digital direct and paid click
channels to increase over the next five years. However, challenges remain, with 56% of hoteliers
saying they don’t have enough marketing budget to invest in direct bookings, and 47% saying
they are unable to effectively compete against the OTAs in online advertising.26

24 GlobalData. “Travelers prefer booking directly with providers amid uncertainty, according to a GlobalData poll.” Jun. 11, 2021.
25 Skift. “Hotel Direct Booking Outlook in 2021.” May 2021.
26 Skift. “Hotel Direct Booking Outlook in 2021.” May 2021.
 Changing booking habits create unpredictable demand Travel Trends Report 2022 16

What does this mean for your property:

Make an investment in your direct channel. While OTAs remain
56%
Book
essential partners to your property, getting a larger share of direct
bookings means paying less OTA commissions and building more

39% 56%
direct relationships with your guests. First, start by providing an 39%
easy, frictionless booking experience on your website. Your website
should be mobile-friendly and answer all the questions a guest
may have about your property, including amenities, location, of travelers prefer 56% of all bookings at of hoteliers say their
policies, etc. And don’t forget to include high-quality photos for booking directly independent hotels biggest challenge
each room type. Having quality content on your website will versus through came from direct to getting direct
attract more direct bookers, even if they find your property on an OTA or price channels in 2020, up bookings is not
an OTA first. comparison site from 39% in 2019 having enough
marketing budget

(Source: GlobalData) (Source: Skift) (Source: Skift)

Additional Resources:
Google’s Free Booking Links: what are they and how to get your hotel ranked
How to Attract More Direct Bookings for Your Hotel
What is a Booking Engine and How does it Help Hotel Businesses Grow?
How Hotels, Hostels and B&Bs Can use Metasearch Engine Ads
 Changing booking habits create unpredictable demand Travel Trends Report 2022 17

Travelers are booking longer stays

Prior to the pandemic, weekend getaways were one of the most popular types of trips, but
that trend has since flipped. A GlobalData poll revealed that 44% of travelers prefer leisure
trips of at least 7 nights, with 26% of travelers preferring stays of 10+ nights.27 Extended
stays are also rising in popularity. Per Airbnb’s Q3 2021 earnings report, long-term stays of
28 days or more are the company’s fastest-growing trip length and accounted for 20%
of nights booked that quarter, up from 14% in the prior year’s quarter.28

What’s driving this desire? Travel experts point to pent-up demand and the desire to get
away from the stresses of the pandemic, but also add that the massive shift to remote
work is also giving people the flexibility to take “workcations” or “flexcations,” where
travelers are able to mix working from home, virtual school, and vacation time. A Priceline
survey revealed that 60% of Americans say that remote work has encouraged them to
blur lines and take more workcations,29 and a Vrbo survey revealed that 67% of travelers
that took a “flexcation” during the pandemic would do it again.30

27 GlobalData. “Longer trips look set to boom post-COVID-19, says GlobalData.” Jun. 23, 2021.
28 Airbnb. “Airbnb third quarter 2021 financial results.” Nov. 4, 2021
29 Priceline. “New Priceline Survey Reveals 92% of Americans are Poised to Vacation With a Vengeance to Make Up for Lost Travel Last Year.” Jun. 16, 2021.
30 Vrbo. “Trend Report 2021.” Jan. 21, 2021
 Changing booking habits create unpredictable demand Travel Trends Report 2022 18

What does this mean for your property:

26%
Entice travelers who are booking longer stays. Longer stays have 10+ nights
become popular enough that Booking.com has recently introduced
a Work-Friendly Program to promote ideal “workcation” properties, 44%
28+ 67%
and Airbnb has introduced tools to help travelers more flexibly 7 nights
book these types of trips. To take advantage of the increased
demand for longer stays, set discounted weekly and monthly rate
plans (minimum of 10% recommended), which should reflect the 44% of travelers prefer
leisure trips of at least
days of travelers
that take
savings from room turnover costs such as housekeeping. Guests
on “workcation” also require certain amenities, most importantly 7 nights, with 26% of Fastest-growing trip “workcations”
strong and reliable wireless internet, as well as desks, chairs travelers preferring length for Airbnb, or “flexcations”
and lighting suitable for working on a laptop. Long-stay guests stays of 10+ nights accounting for 20% of would do it again
typically also prefer the option to cook, so highlight any kitchen nights booked in Q3
amenities if they are available, as well as any play areas for 2021, up from 14%
families with children.
(Source: GlobalData) (Source: Airbnb) (Source: Vrbo)
 Macro trends changing the shape of travel Travel Trends Report 2022 19

Macro trends
changing the shape of travel

Even as we learn to live with Covid-19 and settle into a “new normal,” we will still be dealing with the
macro effects of the pandemic for years to come. Leisure travel is strong and will continue to drive
the recovery, but business travel may permanently lag behind due to remote work. Meanwhile, the
hospitality industry faces a massive labor shortage, with many experts predicting permanent shifts in
staffing levels. The pandemic has also intensified the calls for increased sustainability in the long term,
with rising pressure on travel companies to find ways to offset their climate impact and maintain a
positive social impact.
 Macro trends changing the shape of travel Travel Trends Report 2022 20

A tale of two travel sentiments

Leisure travel has been leading the recovery, with business travel lagging behind. While
domestic leisure and international leisure travel is expected to recover by 2022 and 2023
respectively, travel analysts predict that it will take until 2024 for domestic business travel to
recover, and potentially 2025 or later for international business travel.31 Corporate policies and
liability concerns have impacted business trips, while in-person events have been replaced
with virtual ones. The efficiencies of remote work may also have forever shifted demand —
with anywhere between 19% to 36% of all business travel disappearing permanently.32

Traveler sentiment reflects these trends. The net propensity, or the difference between those
more likely and less likely to travel post-pandemic, is -30% for business travel and +25%
for leisure travel, according to a recent STR poll.33 And though international travel demand
remains lower than domestic, that is largely due to border restrictions — the net propensity
to travel internationally post-pandemic (+24%) is only slightly less than domestic (+27%),34
indicating that international travel demand will bounce back quickly with the easing of
quarantine and testing rules.

31 Skift. “Europe’s Hotels Will Wait Until at Least 2025 for Full Return of International Business Guests.” Sep. 13, 2021.
32 McCartney, Scott. “The Covid Pandemic Could Cut Business Travel by 36%—Permanently.” Dec. 1, 2020.
33 STR. “A tale of two travel sentiments: business remains negative while leisure still upbeat.” Dec. 8, 2021.
34 CoStar. “Seasonality, COVID-19 Concerns Dent Leisure Travel Sentiment.” Dec. 21, 2021.
 Macro trends changing the shape of travel Travel Trends Report 2022 21

What does this mean for your property:

When travel is expected The net propensity, or the difference
Analyze your data and put travelers at ease. As travel trends to recover: between those more likely and less
continue to fluctuate and shift on short notice, your guest data likely to travel post-pandemic for the
will be your best friend. Rely on your data to help guide your following types of travel:
business decisions. For example, you can check your PMS data to
2022
Domestic leisure
pull production reports and see which OTA channels produce the
most bookings, the top countries/regions your guests are coming
2023
from, and your most popular rate plans. The information can help International leisure
guide your marketing efforts and create a more targeted message
for your audience. During travel restrictions, you can advertise 2024 -30% +25%
“staycations” for locals or even provide a discounted day rate Domestic business Business travel Leisure travel
for locals who need a quiet space away from home to work for
the day. 2025 (or later)
International business

(Source: STR)

Additional Resources:
The Most Important Hotel Reports for Property Management
Standard Operating Procedures: Health and safety guidelines
Your guide to global cleaning protocols for your property
How hoteliers can use operational pauses to reshape their business
 Macro trends changing the shape of travel Travel Trends Report 2022 22

The “Great Resignation” hits hospitality

Hospitality was the worst affected sector during the 2020 pandemic, accounting for more than
20% of the estimated 114 million jobs lost.35 And now that travelers are hitting the road again,
hoteliers are struggling to find enough workers to return. According to a Bloomberg survey,
more than half of U.S. hospitality workers claim they won’t go back to their old jobs, and over a
third aren’t even considering reentering the industry.36

To ensure that labor issues don’t reflect poorly on guest experience, hoteliers and hosts
must tackle this challenge with two objectives. First, leaders need to make hospitality once
again a desirable career choice by improving the culture of the workplace. In fact, 92% of
organizations are prioritizing employee experience enhancements over the next three years,
up from 52% pre-pandemic.37

Second, investments in technology to automate manual labor and streamline staff operations
can drive long-term efficiencies and cost savings while also improving the guest experience.
However, analysts predict it will change the nature of the work itself. The World Economic
Forum calls it a “double-disruption” — on one hand, 43% of businesses indicate they are
set to reduce their workforce due to technology integration, while 34% say they will need to
expand their workforce with more tech-skilled employees.38

35 International Labour Organization (ILO) “ILO: Uncertain and uneven recovery expected following unprecedented labour market crisis.” Jan. 25, 2021
36 Bloomberg. “Half of US Hospitality Workers Won’t Return in Job Crunch.” July 8, 2021.
37 Willis Towers Watson. 2021 Employee Experience Survey. July 20, 2021.
38 World Economic Forum. “The Future of Jobs Report 2020.” Oct. 20, 2020.
 Macro trends changing the shape of travel Travel Trends Report 2022 23

What does this mean for your property:

Streamline your operations with automation and integrations.
Faced with the challenge of getting more done with less resources, 92% 43%
many property owners, operators, and managers are relying on
technology to carry them through the labor shortage. An integrated 52%
hospitality management platform can do a lot of the heavy lifting
for you by eliminating manual tasks and reducing the amount of
time it takes to complete an operation. For example, when your 1 in 3 American 92% of organizations 43% of businesses
property management system (PMS), booking engine, and channel workers that have are prioritizing say they will
manager are in sync, any reservation that comes in from an OTA or left the hospitality employee experience reduce their
your website will automatically be updated on your PMS calendar, industry say they enhancements over workforce due
and your availability will be updated across all your channels too. will not return the next three years, to technology
This virtually eliminates unintentional overbookings and saves you up from 52% integration
time from updating your room inventory on your calendar, website, pre-pandemic
and OTAs separately.
(Source: Bloomberg) (Source: Willis Towers Watson) (Source: WEF)

Additional Resources:
Facing a labor shortage at your property? Here’s how technology can help
The evolution of the Property Management System: Why the concept of the hotel PMS is outdated
How hotel operating costs affect the bottom line
 Macro trends changing the shape of travel Travel Trends Report 2022 24

Sustainability: the ideal vs. reality

Has the pandemic renewed interest in sustainability? Many consumers say yes, but behavioral
changes may be harder to come by. According to research from Booking.com, 83% of global travelers
think sustainable travel is vital, with 61% saying the pandemic has made them want to travel more
sustainably in the future.39 Yet, nearly half of travelers say they would only opt for such trips if it did not
inconvenience them.40

One example is that many travelers are considering fewer trips, but traveling for longer periods of
time, therefore reducing the need for airplanes and cars. Some travelers are considering different
modes of transportation they generally wouldn’t have used before. And sustainable business culture
is increasingly influencing travelers’ booking decisions. Consumers are much more aware of the
environmental and societal impact of their travel choices, building on a trend that predates the
pandemic, according to an Accenture report.41

Barriers still exist, however. Booking.com’s survey found that 49% of travelers believe that there
simply aren’t enough sustainable travel options available. The biggest sustainability concerns for
travelers include excess waste (including single-use plastics), threats to wildlife and natural habitats,
overcrowding in popular destinations, and carbon emissions. Nearly 3 out of 4 travelers say they would
be more likely to choose accommodations that have implemented sustainability practices.

39 Booking.com. “Sustainable Travel Report 2021.” Jun. 3, 2021.

40 The Vacationer. “Sustainable Travel Survey 2021–Importance & Sentiment to Fight Climate Change When Booking Travel.” September 2021.
41 Accenture. “Post-Pandemic Travel: Business or Leisure?” 2021.
 Macro trends changing the shape of travel Travel Trends Report 2022 25

What does this mean for your property:

Implement small changes that will increase sustainability and
decrease operating costs. Making impactful changes for a more
sustainable future can seem like a daunting task, but implementing

61% 48% 73%

small modifications and adjustments is not only doable, it can
also save you money. It’s estimated that lodging businesses spend
about 6% of operating expenses on utilities, of which 35% goes to
lighting. You can start by switching to more energy-efficient light of travelers say the of travelers would of travelers would be
bulbs and build from there. Smart thermostats can be automated to pandemic has made opt for sustainable more likely to choose
shut off at certain times of the day to save energy, and occupancy them want to travel travel only if it did not accommodations that
sensors that dim or turn off lights can reduce electricity usage by more sustainably in inconvenience them have implemented
30%. Low-flush toilets and low-flow showerheads as well as a towel the future sustainability
and sheet reuse program will help save water consumption. Even practices
training your staff to participate in green initiatives like turning off
lights in unoccupied areas, checking for leaky faucets, and opening/
closing the blinds when necessary can go a long way in running a (Source: Booking.com) (Source: CNBC) (Source: Booking.com)
more sustainable business.

Additional Resources:
The Top Green Hotel Certifications for Your Eco Hotel
6 Ways to Make Your Hotel More Sustainable
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