Chapter 1: Guest expectations
Speed, flexibility, and autonomy are key for travelers in 2025
Guests expect a smooth experience from booking to checkout. Checkout needs to be fast and payments effortless, whether they pay with a digital wallet or local currency. Many guests also prefer to check in and check out by themselves. To meet these expectations, hospitality businesses should invest in digital payments, multi-currency pricing, and self-service tools.
Finding 01
In the UAE guests want easy and flexible booking
The booking experience sets the tone for the rest of the holiday. A smooth, hassle-free payment experience builds confidence, and flexible cancellation options help travelers feel secure in their plans. Hospitality businesses that prioritize ease and flexibility at checkout are more likely to gain trust. This is especially important for those looking to secure more direct bookings (as discussed in Chapter 2).
Finding 02
Payments underpin the experience end-to-end
Payments are present throughout a holiday, so it's vital to get the experience right. While older generations prioritize familiar payment methods, younger travelers prefer digital wallets, buy now, pay later (BNPL), and app-based options. When it comes to cash, some travelers prefer not to carry it while on their trip. In response, hospitality businesses should offer flexible, multi-currency pricing and support for digital payment methods.
Finding 03
Business travellers in the UAE like to self-serve
If you’re a frequent or business traveller, you don’t need an elaborate welcome or detailed explanation of the facilities. You want to check in and out as fast as possible. So, it’s no surprise that self-service is a top priority for guests in 2025. Coincidentally, over half of hospitality businesses already offer self-service options.
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