Free Industry Report
The State of Hotel Guest Expectations 2025
Original research from 10,000+ hotel guests and 500+ properties revealing what modern travelers expect from digital communication — and how hotels can meet those expectations profitably.
73%
of guests expect instant responses to inquiries
6 hours
average response time causes 50% booking loss
65%
of international guests prefer WhatsApp over email
30%
more bookings captured with 24/7 availability
The State of Hotel Guest Expectations
2025 Edition
Original research from 10,000+ guests
42 pages•PDF Download
42 pages
25+ charts
10K+ surveyed
What's Inside
Chapter 1
The Response Time Crisis
How slow responses are costing hotels millions in lost bookings
Chapter 2
Channel Preferences by Guest Type
Where your guests want to communicate (and why it matters)
Chapter 3
The After-Hours Opportunity
Capturing the 40% of inquiries that arrive outside business hours
Chapter 4
AI vs. Human: Guest Perception Study
Surprising findings on guest satisfaction with AI-powered service
Chapter 5
2025 Benchmarks & Best Practices
Industry data from 500+ hotels and proven implementation strategies
Key Insights You'll Gain
Detailed breakdown of response time expectations by guest demographics
Channel preference analysis: Website vs. WhatsApp vs. Instagram vs. Facebook
After-hours booking behavior patterns and revenue opportunities
Guest satisfaction scores: AI chatbots vs. human agents
ROI case studies from leading hotel brands
Implementation roadmap and technology stack recommendations
2025 predictions for hospitality guest communication trends
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“This report completely changed how we think about guest communication. The data on WhatsApp preferences alone was worth it.”
— Sarah M., Revenue Manager, Boutique Hotels Group
About This Research
Guest Survey
10,000+ hotel guests surveyed across 15 countries about their communication preferences and booking behaviors.
Hotel Analytics
Performance data analyzed from 500+ hotel properties using RevStay AI and traditional communication methods.
Independent Research
Conducted by third-party research firm in partnership with leading hospitality associations.