The study revealed that the majority (80%) of hotel guests expect that the accommodation provider will initiate communication regarding their booking, and 80% also expect this to be sent via email. It’s easy to understand why it’s becoming imperative to constantly communicate with guests and to start this process even before they check-in. Their overall experience, the impression they get off your hotel, your staff and the services offered will be influenced even by the pre-stay communication and the quality of the customer support. Another finding of our research is that on-site hoteliers are the preferred point of contact and guests are extremely likely (91%) to report service issues during their stay. Get the full story at TrustYou