2 out of 3 Russians use additional paid services offered by hotels, the travel service Ozon Travel found out. Habits practically do not change regardless of whether a person travels for work or on vacation. Transport is in the top of services, but less than 13% use the mini-bar.
Residents of Russian cities with millions of inhabitants took part in the Ozon Travel study. More than half of them stay in hotels once a year (62%) and expect to spend no more than 50,000 rubles per person on vacation, not counting the road (52%). More than a third of the respondents stay in hotels during business trips. Most often, hotel guests seek help with ordering a taxi, according to the survey. This service turned out to be the most popular among both tourists (25%) and business travelers (27%). The transfer order is also in the top — 20% of the guests use it. Every fifth person uses a swimming pool, sauna and fitness, and every tenth uses a mini-bar. At the same time, the share of those interested in these services remains unchanged regardless of the purpose of the trip. In addition, the study found out how Russians assess the usefulness of additional services at the hotel. So, 4 out of 10 called the services of late check-out and luggage storage the most important. Completing the top three is ordering food and drinks in the room, which was considered useful by 31% of respondents. One in four respondents considers dry cleaning and laundry necessary at the hotel. At the same time, ordering a taxi — the most frequently used service, according to the survey — turned out to be only in eighth place in the utility rating with 19% of the votes. According to the respondents, the most unnecessary service was the organization of a marriage proposal. 36% of respondents indicated its irrelevance. Below the “strangeness” are animal care (20%), the ability to wake up a guest at a certain time (16%). Among other factors, 7% of respondents noted that these things can be done on their own. The option of renting a conference room seemed unnecessary to 14% of respondents, and the mini-bar turned out to be “more useless” in the rating than sports equipment rental and dry cleaning (9%, 7% and 4%, respectively). “In addition to a wide selection of hotels on site and round-the-clock support, we are constantly improving the level of customer service and paying attention to quality control of check-in. So, we have launched a booking guarantee in case customers encounter problems at the booked hotel. Our task is to provide as many clients as possible with a relaxing holiday or a comfortable work trip. Research helps to better understand the needs of the audience and respond to its changing preferences.” – commented Leonid Nazarov, Head of Hotels, Ozon Travel.
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