Hotel preferences: Business travelers are loyal customers

Anyone who travels a lot for work knows exactly what they expect from a hotel. Pragmatism, loyalty programs, price limits, and, above all, habit play a role in choosing a hotel.

When it comes to accommodations for business trips, travel managers and business travelers are always faced with a conflict between the employer's travel policy and the travelers' personal preferences. BCD Travel surveyed 1,035 business travelers worldwide on this topic, including 41 percent from Europe, 39 percent from North America, and 20 percent from the Asia-Pacific region.

Location and price decide on hotel

Most travelers choose mid-range (3-star) or upscale (4-star) hotels when traveling for business. Location (77 percent) plays an important role in choosing a hotel, as do corporate travel policies (56 percent) and cost (53 percent).

Booking is done via the company's booking tool

More than three-quarters of business travelers use their company's online booking tool (OBT) to search for accommodations, while one-third access hotel websites or apps. Eighty-four percent make their bookings through their company's OBT, while one-fifth book directly through the provider's websites. One-tenth book directly with the hotel by phone. Three-quarters pay with a company credit card. Virtual cards are rarely used. Three-quarters of travelers say their employer sets price limits for hotels; one-tenth say there are no limits. 18 percent do not know if their employer sets price limits.

What business travelers prefer

Please always stay in the same hotel

Personal preferences strongly influence hotel choice: 77 percent of respondents prefer hotel chains with familiar service standards. 73 percent stay at the same hotel when visiting a destination repeatedly. Wi-Fi and breakfast are the most frequently used services. Other popular amenities include on-site restaurants and bars, parking, and flexible check-in/check-out. Wellness services such as complimentary bottled water, fitness centers, pools, spas, and healthy menu options are also valued.

Loyal because loyalty is rewarded

Travelers prefer hotels where they can earn as many loyalty points as possible, especially in North America, where up to 99 percent are members of a hotel loyalty program. Overall, eight out of ten travelers participate in at least one program, and many participate in two or more. Two-thirds often or always choose hotels that are aligned with their loyalty programs. Three-quarters say their employer allows them to use points from business stays for personal use, while 21 percent are unsure.

What business travelers criticize

Although seven out of ten survey participants are satisfied with their company's hotel policy and preferred providers, there is still room for improvement. Price limits that are too low limit the hotel search. Common problems travelers experience in hotels include slow Wi-Fi, breakfast not included in the price, outdated rooms, and uncomfortable beds. Furthermore, seven out of ten respondents double-lock their room while in their room. Three out of ten business travelers report having felt unsafe in their hotel.

Sustainability doesn't matter

Half of travelers rarely or never consider environmental factors when booking a hotel. Four in ten do not consider sustainability factors at all in their decision. Only one in five pays attention to features such as eco-certification, less single-use plastic, low carbon emissions, water conservation measures, or reduced housekeeping.

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