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Expedia & HL Group Hotel Etiquette Poll: Thailand

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HL Grouprecently commissioned a survey to further explore general hotel experiences and opinions about hotel etiquette. InAugust 2016, GfK Custom Research LLC (GfK) administered the survey online to a representative sample of 1,027 randomly selected adults in Thailand. The majority of the questions in the survey were answered by 810 adults within the sample who have stayed overnight in a hotel in the past two years. The data were statistically weighted so that respondents in the survey were demographically and geographically representative of the population ofThailand.

Highlights

Eight in ten adults have stayed in a hotel at least one time in the past two years (80%). While four in ten of those who have stayed in a hotel in the past two years say that they stay in hotels for leisure alone (44%), a majority say they use hotels for both leisure and business (52%). 4% stay in hotels only for business.

When asked about what factors are important when booking a hotel room, notably, free Wi-Fi tops the list of considerations deemed “very” important, cited by two-thirds (66%). Price follows closely in terms of being very important (64%). A majority also cite  location (54%) and that the hotel rate comes with breakfast (53%) as being very important.

In terms of ranking which hotel room amenities are important, three items top the list, cited by nine in ten or more as being very/somewhat important: wi-fi (95%), the ability to control the room temperature (93%) and an in-room fridge (90%).

Almost unanimously – registering at an overwhelming 97% – hotel visitors feel that Wi-Fi should be provided for free at a hotel.

Just over four in ten (44%) say they have asked to switch hotel rooms staying in a hotel. Among those who have asked to switch, the most common reason was because the air condition wasn’t working, cited by three-quarters (76%).

Detailed Findings

Eight in ten adults have stayed in a hotel at least one time in the past two years (80%). Younger adults, those aged 18-24, are less likely than other age groups to say they have stayed in a hotel in the past two year (70%).

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While four in ten of those who have stayed in a hotel in the past two years say that they stay in hotels for leisure alone (44%), a majority say they use hotels for both leisure and business (52%). Just 4% stay in hotels only for business. Those age 18-24 and those age 65+ are the most likely to only stay in hotels for leisure (47% and 51%, respectively).

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When asked about their preferred booking method when booking a hotel, the plurality — three in ten — say they prefer to book directly with a hotel (30%).  About one in five say they utilize the mobile web using the smartphone/table (20%), desktop/laptop computer (19%) or travel websites (18%). Somewhat fewer use a mobile app for the smartphone/tablet (13%).

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When asked about what factors are important when booking a hotel room, notably, free Wi-Fi tops the list of considerations deemed “very” important, cited by two-thirds (66%). Price follows closely in terms of being very important (64%).

A majority also cite  location (54%) and that the hotel rate comes with breakfast (53%) as being very important.

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In terms of ranking which hotel room amenities are important, three items top the list, cited by nine in ten or more as being very/somewhat important: wi-fi (95%), the ability to control the room temperature (93%) and an in-room fridge (90%).

In fact, only two items are not viewed as important by less than a majority: a spa on the premises (46%) and pet-friendly (32%).

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Almost unanimously – registering at an overwhelming 97% – hotel visitors feel that Wi-Fi should be provided for free at a hotel.

When asked what they would be willing to pay for Wi-Fi, if they book at a hotel where it is not free, slightly more than half (52%) say they are not willing to pay for Wi-Fi at a hotel. More than one-quarter (27%) believe it should cost less than $10 a day.

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Thinking about their past behaviors during their hotel stays, nearly half of hotel visitors followed the hotel’s suggestion to help the environment by using towels more than once during their stay (49%).

About one in five also say they have been woken up in a hotel by noise in the hallway (21%), yet very few (3%) have complained to the front desk about another guest or complained directly to another guest (2%).

Nearly one in five of adults who have stayed in a hotel overnight claim to have hoarded hotel toiletries to take home (18%), and another 2% say they have taken other items from the room.

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When staying in a hotel, hotel visitors are fairly split between saying they use the toiletries provided by the hotel (34%) versus using their own person toiletries (29%). One-quarterkeep their rooms tidy on their own (24%), while 9% prefer to let housekeeping tidy up the room.

More than eight in ten of adults that have stayed in a hotel in the past two years think that room service is a luxury (18%), while the other 82% find it to be a necessity.

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Fewer than one in ten say they do not tip anyone when at a hotel (9%). Three-quarters report tipping the porter (75%).  About four in ten say they tip room service attendants (43%), the valet (41%), and the housekeepers (38%).

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About one in six cite the “Bickerers” (arguing couples/roommates, 60%) and “Inattentive Parents” (parents who let their children misbehave, 58%) as the type of hotel guest most travelers find annoying or offensive.

A majority also cite“Complainers” (people who berate hotel staff over minor inconveniences, 54%), Hallway Hellraisers” (noisemakers outside of the room, 52%), and “In-Room Revelers” (loud noisemakers next door or nearby, 52%), as annoying or offensive.

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Just over four in ten (44%) say they have asked to switch hotel rooms staying in a hotel. Among those who have asked to switch, the most common reason was because the air condition wasn’t working, cited by three-quarters (76%). Rounding out the top three reasons: nearly seven in ten say they asked to switch due to an unpleasant smell (69%), while 58% say it was due to unclean washrooms.

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Methodology

The study was conducted online via GfK’s Globo Bus (Global Omnibus) service, using “opt-in” panels designed to be representative of the internet access population in each country. The study consisted of approximately 1000 interviews conducted in August, 2016 among adults aged 18+.