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The Transformation

of Travel

It’s no secret that COVID-19 has been a game-changer—and not a positive one—for the hospitality industry. Since travel came to a halt in mid-March, investing in PPE, sanitizing guest rooms, and creating contactless check-in have topped the To Do list for hotel operators, whose #1 concern has been the safety of their guests and employees. The status of in-room entertainment options? It probably wasn’t on the radar.

Now, operators are beginning to welcome guests back, confident that rooms are clean, hand sanitizer is plentiful, and contactless check-in is running smoothly. But what about the in-room entertainment experience that will greet Covid-weary travelers? Will they feel as good about that as they do about the property’s cleanliness when they return?

90%

Readying for the Rebound

The data is in—and it holds some much-needed positive news for the industry: Some 90 percent of consumers expect to travel again in the 12 months after Covid restrictions have eased; almost one third of those who did not travel at all in 2019 plan to take at least one round-trip leisure flight; and 13 percent of all consumers plan to fly more than they did in 2019.

1

of consumers expect to travel again in the 12 months after COVID restrictions have eased

But in the “new normal,” hotel stays likely will look different than they did before. Theater and restaurant closures, along with a lingering fear about the virus, mean guests will be spending more time in-room.

13

o

of those who did not travel at all in 2019 plan to take at least one round-trip leisure flight

1

o

So, while budgets understandably shifted away from IT during the pandemic, hoteliers must tackle technology upgrades to improve in-room entertainment—because it has become a bigger part of the hotel experience than ever before.

3

of all consumers plan to fly more than they did in 2019

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Tech Continues Its Climb

69%

Before COVID-19 hit, technology was fast becoming a mainstay for consumers across all demographic groups.

65%

In 2018, more U.S. households subscribed to a streaming service (69%) than to a traditional satellite or cable TV provider (65%) for the first time.

2

41%

By early 2019, more consumers were sampling, subscribing, canceling, and re-subscribing as they chased content, enjoyed trials, and tested for value across a growing array of media and entertainment options; during the pandemic, those trends accelerated, especially in paid streaming video, music, and gaming subscriptions. With more time on their hands, tech-savvy consumers began adding new services to get new content —content they’ll want to access when they hit the road once again.

3

STREAMING VIDEO SERVICE

30%

TRADITIONAL PAY TV

STREAMING MUSIC SERVICE

GAMING

Longing for Loyalty

Building brand loyalty is key to longevity in the competitive hospitality industry.

But as the landscape continues to evolve, that loyalty becomes harder and harder to capture—especially among younger consumers, who want more than an HDTV with satellite/cable live TV, a dated channel list tossed on a bedside table, and upgraded WiFi during their hotel stay.

These tech-savvy guests not only want, but also expect, an in-room entertainment experience that seamlessly integrates hotel-provided content with entertainment options from their iPhones, tablets and computers. They want to be able to cast their favorite content, access their apps, and watch live TV and premium channels on the in-room TV—and many of them will become repeat customers if they can: 72 percent of hotel guests are likely to return to a property when the tech they want is available.

3

72

%

of hotel guests are likely to return to a property when the tech they want is available.

They’re also willing to open their wallets when those expectations are met:

66

42

%

%

indicated they will pay more for technology they deem important.

4

listed Smart TVs and content streaming as a Top 10 Technology Influencing Guest Booking Decisions.

4

Personalization and Innovation Are Key

How can hotels delight guests by delivering the comforts of at-home entertainment in the comfort of their hotel room? How can they elevate it in a way that will differentiate their brand?

Important features and benefits to look for to bring a personalized, innovative in-room entertainment experience to hotel guests:

CUSTOMIZED ENTERTAINMENT SOLUTIONS

IN-ROOM NETFLIX AND APP INTEGRATION

PERSONALIZATION PERKS

COMPATIBILITY WITH INFRASTRUCTURE

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The Future is Now!

Engaging guests through the in-room entertainment experience is no longer a pie in the sky proposition.

Big brands with big budgets have developed their own technology because they recognize the importance of the guest’s entertainment experience. They know that offering guests the opportunity to access their own content 24/7 on their hotel tv is a point of differentiation. It can be one for economy and mid-range brands, too.

Every property, after all (at least those that ultimately thrive) will get there eventually.

NOW

And that means is the right time to think about enhancing the in-room entertainment experience—not at the end of the adoption cycle.

Start now

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Think your property can’t afford an upgrade? Don’t have a capital budget to invest in entertainment technology? The good news is you don’t have to rewire your hotel or buy new TVs for every room.

See How DISH Business Can Help Your Property

DISH Business can help. Contact us today to upgrade with no upfront equipment costs. Visit dish.com/hotels

1 PwC survey of more than 1,000 consumers nationwide; week of April 22, 2020 2 Deloitte’s Digital Media Trends Survey, 13th edition 3 Deloitte's Digital Media Trends Survey, 14th edition 4 Hospitality Technology 2019 Customer Engagement Technology Study

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