According to a new survey from the Global Business Travel Association, more than 60 percent of business travelers downloaded at least one major hotel chain app this year. Over half downloaded two or more apps, and roughly one-quarter have three or more installed. These apps are most commonly used to check reservations, manage loyalty points, and book stays.
Usage patterns differ by age group. Baby boomers most frequently use hotel apps to verify reservation status. Younger travelers, by contrast, rely on apps for researching hotel amenities and for services like ordering room service or contacting hotel staff. Mobile check-in is also a common feature for younger guests.
“Hotels have room to expand the capabilities of their mobile apps and should promote awareness of those features, since demand is evident,” said Monica Sanchez, director of research at the GBTA Foundation. “Hotels can invest in innovative technologies, but they should also continue improving core amenities—especially WiFi, which remains the top priority for business travelers.”
The survey found that more than half of business travelers use in-room WiFi for over an hour a day during their stay for work or leisure. Overall satisfaction with connection speed and pricing was reported as generally positive.
When asked which hotel technology features they want most, North American business travelers highlighted the need for more power and USB outlets in guest rooms and communal areas, plus popular streaming services such as Netflix and HBO Go. Other frequently requested features include in-room chargers, keyless entry systems, and smart televisions.
