Sorry for interrupting, this website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Learn more
Accept and close

Description

Description

Covered in this report

From 2020 onwards, domestic and inbound hotel/motel/ guesthouse stays in the UK are expected to grow by around 0.5-0.9% per year, whilst value will grow at a faster pace (0.9%- 2.2%), driven mainly by growth in international leisure visits.


A combination of declining immigration levels, continued growth in room supply and a low unemployment rate in the UK poses a significant recruitment challenge for the industry. As customer service has the highest impact on UK hotel guests’ satisfaction levels, recruitment and employee progression and satisfaction should be among hotels’ top priorities. Meanwhile, automation can allow staff to spend more time on guest interaction.

“Relatively few hotel guests were very satisfied with the quality of food and drink offered during their last stay. Investments in this area should be prioritised as Mintel’s research proves that a strong food and drink offering is likely to lead to a positive customer experience.”

– Marloes de Vries, Senior Travel Analyst

This report examines the following issues:

  • Hotel restaurants fail to impress
  • Technology – how to cater for both tech-addicts and tech-avoiders

What's included

What's included

Table of contents

Table of contents

  1. Overview

    • What you need to know
      • Products covered in this Report
      • Executive Summary

          • The market
            • Volume of UK hotel stays expected to marginally increase in 2019
              • Figure 1: Total volume forecast of hotel/motel/guesthouse stays (domestic and inbound), 2014-24
            • Value will dip in 2019 after which it will continue to grow moderately year-on-year
              • Figure 2: Total value forecast of hotel/motel/guesthouse stays (domestic and inbound), 2014-24
            • Significant increase in room supply in the next five years
              • Retaining staff increasingly important amid shortage in human resources
                • Companies and brands
                  • OYO enters top 10 hotels in the UK by site numbers
                    • Alibaba aims to inspire the travel industry by opening the ‘hotel of the future’ in China
                      • Red Carnation Hotel Collection prioritises reducing plastic and food waste
                        • Virgin Hotels highlights accessibility features
                          • The consumer
                            • Chains remain twice as popular as independents
                              • Figure 3: Use of tourist accommodation in the past 12 months, September 2018 and September 2019
                            • Vast majority of domestic hotel stays are leisure trips
                              • 16-34s more likely to research hotels on their smartphone and via smart speakers
                                • Figure 4: Online research methods used for last hotel stay, September 2019
                              • Reviews matter to the vast majority of hotel guests
                                • Figure 5: Attitudes towards research channels and methods, September 2019
                              • Families in cities most interested in using voice search to find hotels
                                • Chain hotels and hotel booking platforms do not feature high in ‘sustainable’ search results
                                  • Hotels still challenged to raise awareness about the benefits of booking directly
                                    • Figure 6: Booking methods used for last hotel stay, September 2019
                                  • Importance of food and drink in hotels underestimated
                                    • Figure 7: Key drivers of overall satisfaction with hotel used most recently, September 2019
                                  • Customer service has the highest impact on guest satisfaction
                                    • High potential to tempt hotel guests to eat in the hotel
                                      • Figure 8: Interest in various hotel services, September 2019
                                    • What we think
                                    • Issues and Insights

                                      • Hotel restaurants fail to impress
                                        • The facts
                                          • The implications
                                            • Technology – how to cater for both tech-addicts and tech-avoiders
                                              • The facts
                                                • The implications
                                                • The Market – What You Need to Know

                                                  • Volume of UK hotel stays expected to marginally increase in 2019
                                                    • Value will dip in 2019 after which it will continue to grow moderately year-on-year
                                                      • Growth of hotel stays mostly driven by rise in inbound holiday visits
                                                        • Significant increase in room supply in the next five years
                                                          • Retaining staff increasingly important amid shortage in human resources
                                                          • Market Size and Forecast

                                                            • Volume of UK hotel stays expected to marginally increase in 2019
                                                              • Figure 9: Total volume and value of UK hotel/motel/guesthouse stays, 2014-24
                                                            • Value will dip in 2019 after which it will continue to grow moderately year-on-year
                                                              • Figure 10: Total volume forecast of hotel/motel/guesthouse stays (domestic and inbound), 2014-24
                                                              • Figure 11: Total value forecast of hotel/motel/guesthouse stays (domestic and inbound), 2014-24
                                                            • Forecast methodology
                                                            • Market Segmentation

                                                              • Volume of hotel nights forecast to decline in 2019
                                                                • Figure 12: Total volume and nights of domestic trips in a hotel/motel/guesthouse in Great Britain taken by British residents and volume and nights of inbound trips in a hotel/guest house in the UK, 2014-19
                                                              • Growth of hotel stays mostly driven by rise in inbound holiday visits
                                                                • Figure 13: Volume of domestic trips in a hotel/motel/guesthouse in Great Britain taken by British residents and volume of inbound trips in a hotel/guest house in the UK, by purpose, 2016-18
                                                              • Strong capacity is expected to impact performance metrics
                                                                • Figure 14: UK hotels forecast, 2018-20
                                                            • Market Drivers

                                                              • High demand for staycations amid Brexit uncertainties in 2019
                                                                • Figure 15: Volume of total domestic, outbound and inbound trips, Jan-Jul 2018 versus Jan-Jul 2019
                                                              • Significant increase in room supply in the next five years
                                                                • Retaining staff increasingly important amid shortage in human resources
                                                                • Companies and Brands – What You Need to Know

                                                                  • OYO enters top 10 hotels in the UK by site numbers
                                                                    • Hilton London Bankside Hotel launches vegan suite
                                                                      • Alibaba aims to inspire the travel industry by opening the ‘hotel of the future’ in China
                                                                        • Red Carnation Hotel Collection prioritises reducing plastic and food waste
                                                                          • Virgin Hotels highlights accessibility features in some of its hotels
                                                                          • Market Share

                                                                            • OYO Hotels & Homes enters top 10 hotels in the UK by site numbers
                                                                              • Figure 16: Top 10 hotel operators in the UK, by UK site numbers, 2019
                                                                            • Premier Inn launches upgraded rooms and expands further into the UK and Germany
                                                                              • Marriott International expands into home rental market
                                                                                • Hilton London Bankside Hotel launches vegan suite
                                                                                • Launch Activity and Innovation

                                                                                  • Technological innovations in the hotel industry
                                                                                    • Eccleston Square Hotel offers tech services to enhance the visitor experience
                                                                                      • Alibaba aims to inspire the travel industry by opening the ‘hotel of the future’ in China
                                                                                        • Working towards a more sustainable travel industry
                                                                                          • Red Carnation Hotel Collection prioritises reducing plastic and food waste
                                                                                            • Bankside Hotel in London offers vending machines rather than mini-bars
                                                                                              • Campaigns and innovations to engage with the experiential traveller
                                                                                                • Booking.com launches Live Curious campaign in the UK
                                                                                                  • Hard Rock Hotel opens first location in the UK
                                                                                                    • Making travelling more accessible and inclusive
                                                                                                      • Virgin Hotels highlights accessibility features in some of its hotels
                                                                                                        • Sightseeing map including accessibility features made available in Tokyo
                                                                                                        • Brand Research

                                                                                                            • Brand map
                                                                                                              • Figure 17: Attitudes towards and usage of selected brands, November 2019
                                                                                                            • Key brand metrics
                                                                                                              • Figure 18: Key metrics for selected brands, November 2019
                                                                                                            • Brand attitudes: Premier Inn and Travelodge most closely associated with offering good value
                                                                                                              • Figure 19: Attitudes, by brand, November 2019
                                                                                                            • Brand personality: Airbnb most distinctive brand but not always in a positive way
                                                                                                              • Figure 20: Brand personality – Macro image, November 2019
                                                                                                            • Hilton most closely associated with stylish and special, but also overpriced
                                                                                                              • Figure 21: Brand personality – Micro image, November 2019
                                                                                                            • Brand analysis
                                                                                                              • Premier Inn
                                                                                                                • Figure 22: User profile of Premier Inn, November 2019
                                                                                                              • Travelodge
                                                                                                                • Figure 23: User profile of Travelodge, November 2019
                                                                                                              • Hilton
                                                                                                                • Figure 24: User profile of Hilton, November 2019
                                                                                                              • Marriott
                                                                                                                • Figure 25: User profile of Marriott, November 2019
                                                                                                              • Holiday Inn
                                                                                                                • Figure 26: User profile of Holiday Inn, November 2019
                                                                                                              • Best Western
                                                                                                                • Figure 27: User profile of Best Western, November 2019
                                                                                                              • Airbnb
                                                                                                                • Figure 28: User profile of Airbnb, November 2019
                                                                                                            • The Consumer – What You Need to Know

                                                                                                              • Chains remain twice as popular as independents
                                                                                                                • 16-34s more likely to research hotels on their smartphone and via smart speakers
                                                                                                                  • Families in cities most interested in using voice search to find hotels
                                                                                                                    • Hotels still challenged to raise awareness about the benefits of booking directly
                                                                                                                      • Importance of food and drink in hotels underestimated
                                                                                                                        • Customer service has the highest impact on guest satisfaction
                                                                                                                          • Over-55s hold on to traditional services
                                                                                                                          • Hotel Stays

                                                                                                                            • Chains remain twice as popular as independents
                                                                                                                              • Figure 29: Use of tourist accommodation in the past 12 months, September 2018 and September 2019
                                                                                                                            • Over half of UK’s adult population stayed in a UK hotel in 2019
                                                                                                                              • Figure 30: Use of hotels, rental properties and other accommodation in the past 12 months, September 2018 and September 2019
                                                                                                                          • Purpose of Stay

                                                                                                                            • Vast majority of domestic hotel stays are leisure trips
                                                                                                                              • Figure 31: Purpose of last hotel stay, September 2019
                                                                                                                          • Online Search Behaviour

                                                                                                                            • 16-34s more likely to research hotels on their smartphone and via smart speakers
                                                                                                                              • Figure 32: Online research methods used for last hotel stay, September 2019
                                                                                                                            • Reviews matter to the vast majority of hotel guests
                                                                                                                              • Figure 33: Attitudes towards research channels and methods, September 2019
                                                                                                                            • Six in 10 hotel guests aged 16-34 turn to a hotel’s social media account
                                                                                                                              • Figure 34: Attitudes towards research channels and methods, by age, September 2019
                                                                                                                            • Families in cities most interested in using voice search to find hotel stays
                                                                                                                              • Figure 35: Attitudes towards using voice control for hotel search, CHAID analysis, September 2019
                                                                                                                            • Chain hotels and hotel booking platforms do not feature highly in ‘sustainable’ search results
                                                                                                                              • Figure 36: Ease of finding eco-friendly hotels, September 2019
                                                                                                                          • Booking Method

                                                                                                                            • Hotels still challenged to raise awareness about the benefits of booking directly
                                                                                                                              • Figure 37: Booking methods used for last hotel stay, September 2019
                                                                                                                            • Almost three quarters of hotel guests booked online
                                                                                                                              • Figure 38: Booking methods used for last hotel stay, by age, September 2019
                                                                                                                          • Satisfaction

                                                                                                                            • Importance of food and drink in hotels underestimated
                                                                                                                              • Figure 39: Key drivers of overall satisfaction with hotel used most recently, September 2019
                                                                                                                            • Customer service has the highest impact on guest satisfaction
                                                                                                                              • Figure 40: Overall satisfaction with hotel used most recently - key driver output, September 2019
                                                                                                                          • Interest in Hotel Services

                                                                                                                            • High potential to tempt hotel guests to eat in the hotel
                                                                                                                              • Figure 41: Interest in various hotel services, September 2019
                                                                                                                            • Over-55s hold on to traditional services
                                                                                                                              • Figure 42: Interest in various hotel services, by age, September 2019
                                                                                                                            • High potential to target those who book an early-morning flight
                                                                                                                            • Appendix – Data Sources, Abbreviations and Supporting Information

                                                                                                                                • Abbreviations
                                                                                                                                  • Consumer research methodology
                                                                                                                                    • CHAID analysis methodology
                                                                                                                                      • Key driver analysis
                                                                                                                                        • Methodology
                                                                                                                                          • Interpretation of results
                                                                                                                                            • Figure 43: Overall satisfaction with hotel used most recently - key driver output, September 2019
                                                                                                                                            • Figure 44: Satisfaction with hotel used most recently, September 2019
                                                                                                                                        • Appendix – Market Size and Forecast

                                                                                                                                          • Volume of UK hotel/motel/guesthouse stays
                                                                                                                                            • Figure 45: Total volume forecast of hotel/motel/guesthouse stays (domestic and inbound), 2019-24
                                                                                                                                          • Value of UK hotel/motel/guesthouse stays
                                                                                                                                            • Figure 46: Total value forecast of hotel/motel/guesthouse stays (domestic and inbound), 2019-24
                                                                                                                                          • Forecast methodology

                                                                                                                                          This market report provides in-depth analysis and insight supported by a range of data. At the same time, introductory and top-level content is provided to give you an overview of the issues covered.

                                                                                                                                          • Market

                                                                                                                                            Mintel provides a range of market information, frequently through the category level, including market size and forecasting, complete with market drivers that illustrate the forces that shape a category or market.

                                                                                                                                          • Consumer

                                                                                                                                            Mintel's proprietary consumer research provides our analysts with the attitudinal and behavioral data used to provide valuable insight to topical issues.

                                                                                                                                          • Brand/Company

                                                                                                                                            Mintel provides overviews of the top brands and manufacturers, and uses consumer research to explore attitudes and reactions to brands, as well as insight into what will resonate with consumers.

                                                                                                                                          • Data

                                                                                                                                            Market reports provide appendices of data to support the research and insight produced. Our tables of data are easily manipulated and downloadable to support your research needs and covers factors from consumer attitudes to market forecasts.

                                                                                                                                          Please Note: This is a sample report. All of the figures, graphs, and tables have been redacted.

                                                                                                                                          Trusted by companies. Big and small.