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Travellers reveal their least and most used hotel services

February 27, 2017 OTA News No Comments Email Email

Spa treatments, laundry services and child minding are the least used services within hotels across the country, while Wi-Fi is the most popular, according to new research.

The findings come from a survey of a nationally representative, independent panel of 1,004 Australian adults conducted by an independent research agency[1] and commissioned by HotelsCombined, the world’s leading hotel price comparison platform.

While spa treatments seem like one of most desirable services within hotels, surprisingly 50% of Aussies don’t use them. Laundry services seem an essential service, but they, too, are only used by half of Aussies (48% of respondents). More than a third of Aussies admitted that they don’t use a hotel’s concierge (38%) and 34 per cent said they don’t use room service. Nearly two thirds of respondents (61%) said they don’t use child minding services offered by hotels.

The low take-up of these services may be a sign of the times, given 47 per cent of Australians are taking shorter and more frequent holidays, also revealed in the survey commissioned by HotelsCombined.

Chris Rivett, Head of Marketing for Australia and New Zealand at HotelsCombined, says: “We are travelling more often but spending less time away from home each time and that means we have less of a need for laundry services, spa and beauty treatments or babysitting when we’re away. Instead, our survey shows that we seek services that enable us to remain on the go, and keep us connected.”

The most popular hotel services among survey respondents was hotel free Wi-Fi (used by 83% of respondents), 24-hour receptions (used by 83% of respondents), and housekeeping services (80% of respondents).

Other services the majority of travellers use include pillow options (66%) to enable us to feel more at home and get a good night’s rest, and airport shuttles available through hotel accommodation (77%), indicating that ride sharing services are not yet the transport of choice when it comes to airport travel.

When asked if hotels can improve on the facilities, features and services they offer, almost half of respondents (45%) believe hotels can improve.

“With hotel accommodation more affordable and accessible than ever before, we are seeing a shift to Aussies maximising the value in their room rates and making choices based on the services they require.  Many hotels are prioritising the guest experience more than ever, and it’s very likely we’ll see even more of this in the future as advancements in technology allow for further personalisation of services.”

HotelsCombined’s pick of Australia’s high-rated hotels with high-speed internet 

Images (L-R): Mercure Sydney, Capri by Fraser Brisbane

Mercure Sydney
With panoramic city views and a rooftop terrace and pool, the Mercure Sydney might distract you from the virtual world. The best value room for a one-night stay over a weekend in March will cost you $341.

Stamford Plaza Melbourne

Unwind streaming a movie in a stylish and relaxed room with extensive city views at the Stamford Plaza Melbourne. The best value room for a one-night stay over a weekend in March will set you back $361.

Capri by Fraser Brisbane

Enjoy the best of both worlds with complimentary internet throughout the entire hotel – even poolside – at Capri by Fraser Brisbane. The best value room for a one-night stay over a weekend in March is just $152.

Parmelia Hilton Perth

A spacious room at the Parmelia Hilton will allow you to work remotely in style and comfort. The best value room for a one-night stay over a weekend in March will cost $192.

Peppers Waymouth Hotel Adelaide

After exploring the entertainment district and unwinding with Peppers Waymouth Hotel sauna and jacuzzi, catch up on your life at home. The best value room for a one-night stay over a weekend in March will set you back an easy $213.

Most popular hotel services 

Ranking Service
1. Free Wi-Fi (83% of respondents use this service)
2. 24-hour reception (83%)
3. Daily housekeeping (80%)
4. Airport shuttle (77%)
5. Pillow options (66%)

Least popular hotel services 

Ranking Service
1. Babysitting (61% of respondents do not use this service)
2. In-hotel spa and beauty treatments (50%)
3. Laundry (48%)
4. Concierge (38%)
5. Room service (34%)

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