By Jeremy Kressman, eMarketer
Travelers liked these text interfaces for a number of reasons, including the ability to avoid calling the front desk and being able to easily access confirmation details. More than 53% of respondents said they found texting hotels useful because they could have their confirmation number easily accessible, while nearly 31% liked that they didn’t have to use a landline phone to contact hotel staff.
Other sources beyond OpenMarket confirm this rising interest in chat-like interface tools among travel consumers. Consider the November 2016 study by DigitasLBi, which asked US internet users about the types of recommendations they would like to receive from chatbots. Accommodations and travel destinations recommendations were the second and third most popular responses.
Whether these messaging interactions should be powered by automated “bots” or managed by human staff at the hotel is a matter of debate. But regardless of who’s texting, expect hospitality companies and their guests to embrace more chat messaging in the years to come.