Hotels Find That Guests Won't Wait When It Comes to Mobile Messaging
Photo Credit: Hotel staff communicate with guests via messaging services and the phone at the Prince de Galles, a Luxury Collection Hotel, in Paris. New data suggest the increasing importance of handling guest requests submitted via messaging, mobile apps, email and social media. Starwood Hotels & Resorts
Skift Take
While we'd probably cut these response times in half or maybe more before we start to get frustrated, the importance of this survey lies not in how long people are willing to wait for a response to a hotel service request made by text, mobile apps, email, or social media. It's the fact that more hotels need to be paying attention to these channels and instituting better standards for addressing requests that come through them.
