A new study of a representative sample of U.S. travelers from Kasa Living, Inc. – a national tech-powered, flexible accommodations brand and operator – reveals that a vast majority (90%) prefer limited interaction with hotel staff. travel expectation

The findings also indicate that frequent travelers, business travelers, and younger generations are leading the charge for the self-directed experiences that tech-enabled accommodations allow, as well as the decreasing need for traditional accommodations amenities.

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This data supports what we have seen from Kasa guests for the past several years: Flexibility comes first,” said Roman Pedan, CEO at Kasa. “Especially in a remote and hybrid world, travelers are taking control of how and where they work and play, and the industry must adapt to meet those needs.”

Additional key takeaways include:

Travelers favor versatile locations and fewer customary processes

For today’s travelers, the best accommodations can meet a range of needs, from families on vacation to professionals working remotely.

• 98% of respondents agreed with the above sentiment, while 57% expressed strong agreement.

In-person check-in is taking a toll, leading younger travelers to devalue the process.

• 73% recalled unfavorable experiences with in-person check-in, including overlong processes (44%), incorrect information (32%), and staff that was unfriendly (31%) or altogether absent (22%).
  47% of Millennials rated front-desk check-in and room service as low priority, compared to 34% of Gen X and 22% of Baby Boomers.

Guests gravitate toward tech-forward travel experiences travel expectation

Travelers of all ages appreciate the convenience and flexibility of virtual travel planning, with younger travelers showing particular interest.

• 97% of respondents preferred to handle at least a portion of trip planning through an app or website.
  Gen Z and Millennials are ~2x more likely to prefer virtual check-in through an app or website than Gen X or Boomers.

Those who travel most are keen on digital.

• 99% of travelers planning 5+ trips in the next 12 months said they preferred to substitute in-person interactions with digital experiences.

A self-directed experience outweighs in-person interactions with staff, especially for younger guests.

The majority of respondents said they preferred a flexible, hands-off approach to customer service over one that requires in-person interaction, including 62% of both Gen Z and Millennials.

Traditional amenities go unused as hotels fail to meet basic needs

Travelers are outgrowing conventional offerings like room service, front-desk staff, and bellhops, along with building amenities like pools and gyms.

• 61% of upcoming business or “bleisure” travelers said these services have limited appeal, and 34% of travelers overall agreed.
  While guests ignore unwanted extras, basic concerns like privacy and quiet go unaddressed.
• 56% of respondents reported using only some of the available amenities, including 17% who typically used just a few or none at all. travel expectation

Of the 81% of travelers who had encountered disruptive hotel guests, 70% took action. But younger guests indicated reluctance to complain: only 47% of Gen Z and 59% of Millennials took action, compared to 70% of Baby Boomers.