Just 27% of UK travellers have rebooked the same hotel due to the cost-of-living crisis

Core Insights - The 2023 UK Hospitality Impact Study indicates that only 27% of UK travelers rebooked a hotel in the past year, with 85% altering their holiday plans due to the cost-of-living crisis [1][2] - Economic concerns have led to a significant decrease in leisure spending, with 44% of UK consumers reporting reduced spending and 41% stating they traveled less [2][3] - Enhancing guest retention by just 5% could potentially increase profits by up to 25%, highlighting the importance of understanding guest behavior [3] Guest Preferences and Expectations - Key factors influencing rebooking include: - 64% desire reduced wait times across all touchpoints - 62% prefer tailored experiences - 62% value strong loyalty programs - 61% want flexibility in managing their stay - 58% appreciate small surprises during their stay [3][4] - For guests who did rebook, 48% cited exceptional end-to-end experiences as a primary reason, while 42% highlighted friendly and courteous staff [4] Industry Trends and Recommendations - The survey underscores the necessity for hotels to create exceptional experiences at every opportunity, with a focus on personalization and flexibility [5] - Investing in technology is crucial for empowering staff to enhance guest experiences and build lasting connections [5] - Small adjustments to business models can significantly boost profitability, with loyalty being a critical factor for success [5]