Kuala Lumpur, 10 December 2013 – Two-thirds (65%) of global travellers and 69% of Malaysians admit to taking something from a hotel following their stay, with toiletries being the most popular pilfered items. Three in five (59%) global hoteliers report that their guests often take a variety of items when they leave. The TripBarometer¹ Truth in Travel survey reveals several discrepancies between what travellers say they take, compared to what hoteliers report missing from hotel rooms once guests depart.
“Shampoo is one thing, but please stop taking the towels!”
Guests are more likely to admit taking items that are customarily thought of as complimentary such as toiletries or stationery. However it seems some travellers feel that the towels, light bulbs and batteries they find in their rooms are free for the taking as well.
Despite only 7% of global travellers saying they have taken towels from hotel rooms, an alarming 1 in 4 hoteliers report towels going missing following a guest’s stay.
Some travellers have peculiar ideas about what makes a good travel memento – 1 in 10 hoteliers report clothes hangers going missing and 7% have found the batteries removed from TV remote controls after guests check out.
Items travellers admit taking from hotels vs. what hotels report having been taken:
“If it’s free, it’s for me”
When it comes to the key motivators for choosing an accommodation, travellers around the world love a freebie. Over the past year, traveller interest in complimentary amenities has gone up, reinforcing the idea that one of the best ways for hoteliers to entice guests is to offer free services as part of the daily rate.
What amenities global travellers expect from their accommodation in 2013 vs. 2014:
“Culture vulture” or “creature comforts”?
The TripBarometer also revealed a few more minor discrepancies between what travellers say, and their actions while on holiday. According to the survey, global travellers would like to experience things that are unique to a destination or culture, with 38% saying they want to explore another culture, 20% wanting to explore new food and 30% looking to experience something specific to the destination. However, when it comes to choosing a place to stay, travellers want their accommodation to offer amenities that make them feel at home, such as ‘TV or film choices in their own language’ (31%) and ‘food from their own country’ (27%).
Malaysians are especially keen on food from their own country with 37% stating they would expect their hotel to offer this as an option. They are just as enthusiastic about the local culture as the average global traveller with 37% stating this as their primary reason for visiting a new destination, followed by the desire to try new food (22%).
And hotels are answering the call! As a result of increasing numbers of guests from various destinations around the world, hoteliers have already, or are planning to, put in place a number of measures to address the needs of international visitors. Fifty four percent of global hotel respondents provide, or plan to provide TV or film selections in foreign languages and 51% include, or plan to include international food choices on their menus.