Key findings of the study include: - The majority of guests (80%) expect hotels to initiate contact and reach out via email - 73% of guests have communicated with a hotel via online channels (email, text message, and/or social media) - Guests are significantly more likely to have a better communication experience when communicating through text messages and on social media - On-site hoteliers are the preferred point of contact, and guests are extremely likely (91%) to report service issues during their stay Download the complete study at TrustYou (free registration)