GSAIR 2023 48
Fig . 25 - Selecting a location : importance of competitor presence to operators ( 1 is very important )
Fig . 26 - Selecting a location : importance of planning permission to operators ( 1 is very important )
Guest experience
Sustainability , smart energy consumption , authentic local experiences , digitalisation , and wellness continue to top industry polls in terms of guests ’ expectations from serviced apartments .
Our survey shows that related initiatives being implemented by operators are far from consistent . At a basic level , operators are adopting WhatsApp as a customer communications tool , or are providing QR code access .
Enhancements that some would regard as basic , include snack baskets and ‘ paying more attention to guests ’ questions . Others are more strategic , but still suggest a fundamental lack of understanding of what serviced apartment users regard as a key requirement . Into this category fall better quality controls , welcome packs and upgraded toiletries .
In terms of the benefits operators expect to reap from these improvements to the guest experience , there is little consensus . They range from managing guest expectations , and enabling better interaction with other guests , to reducing complaints .
The inevitable conclusion is that many operators simply don ’ t know what they hope to achieve as a result . The question also arises as to whether operators are truly focused on improving the guest experience and , if not , what impact that will have on attracting and retaining business or leisure customers .