It’s Here… The Contactless ‘New Normal’ For Hotels, Resorts and Casinos

When our Fall 2020 survey of over 1000 people in the United States who have stayed at a hotel, resort, or casino in the past two years revealed that 80% had avoided staying in a hotel, casino or resort specifically due to COVID-19 and that 90% want a mobile app to manage their entire stay, it was clear that digital transformation needed to happen in the hospitality industry.

Since our survey casinos, hotels and resorts have made the leap in many way. Disney is testing facial recognition technology for a truly touchless experience, and  apps that allow casinos to ” verify temperature checks, negative COVID-19 test results, and vaccinations” are being used to reopen Las Vegas. In addition, COVID accelerated the implementation of ‘cashless gambling’ throughout the country.

To read an exclusive Q&A with a senior hotel operations leader of one of Las Vegas’ leading hotels on COVID-19’s effect on the hospitality industry in Las Vegas, please visit: https://Metova.com/qa-new-normal-for-hotels-resorts-and-casinos-amid-covid-19/

Our press release providing more detail and findings from our survey is below.

 

Survey Reveals Tech-supported, Contactless ‘New Normal’ For Hotels, Resorts and Casinos Amid COVID-19

80% Have Avoided Staying in a Hotel, Casino or Resort Specifically Due to COVID-19 and Going Forward, 90% Want a Mobile App to Manage Entire Stay Without Having to Interact With a Person

CONWAY, Ark. Nov. 10, 2020 Metova, a leading provider of custom software solutions for mobile, web, connected home and car, and Internet of Things (IoT) for the private and public sector today announced the results of a new blind survey of over 1000 people in the United States who have stayed at a hotel, resort, or casino in the past two years regarding their sentiment about COVID-19 practices, concerns, and technology in the hospitality industry. 

Notably, the survey found 90% say it is very important the facility they visit enforces COVID-19 safety policies, while almost 80% have avoided staying in a hotel, casino, or resort specifically due to COVID-19. In addition, nearly 90% prefer that the hotel they visit has a mobile app offering the ability to completely manage their stay without having to interact with a person – and 86% would choose one hotel over another if one offered the option of a mobile application offering a fully contactless mobile check-in, concierge, check-out and facility reservation services.

To read an exclusive Q&A with a senior hotel operations leader of one of Las Vegas’ leading hotels on COVID-19’s effect on the hospitality industry in Las Vegas, please visit: https://Metova.com/qa-new-normal-for-hotels-resorts-and-casinos-amid-covid-19/

For a freely reusable, downloadable infographic summarizing Metova’s Fall 2020 Hospitality survey, visit: https://Metova.com/infographic-survey-tech-supported-new-normal-hotels-covid-19/

“COVID-19 has accelerated customer demand for technologies such as mobile check-in apps, keyless entry, and mobile concierge services that enable a contactless experience while adding convenience that did not exist in the past,” said Jonathan Sasse, chief strategy officer at Metova. “And not only are these technologies a deciding factor when a customer has the choice to pick one hotel, casino, or resort over another, but the overall desire for them is here to stay.”

Metova’s Fall 2020 Hospitality Survey:

  • 78% have avoided staying in a hotel, casino, or resort specifically due to COVID-19
  • 90% say it is very or extremely important that the facility they stay at enforces COVID-19 safety policies
  • Nearly 90% prefer that the hotel they stay at has a mobile app offering the ability to completely manage a stay without having to interact with a person
  • 86% say other things being equal, they would choose one hotel over another if one offered the option of a fully contactless mobile check-in, concierge, check-out, and facility reservation app
  • 60% have stayed in a hotel, casino, or resort in the past 6 months
  • 82% feel the COVID-19 pandemic will bring about changes to the onsite lodging experience that will last well into the future 
  • Mobile check-in and alerts for on-site amenities (68%), access to room via mobile app (61%), and online concierge services via mobile app (55%) are the changes of most value to in a future hotel stay

Additional Metova technology and culture sentiment surveys include: Telehealth, Contact Tracing and COVID-19, Working From Home Due to COVID-19, Internet of Things, Mobile First, the Connected Car and Smartphones and Healthcare.

 

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Metova
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