• Only 5% of respondents said they are actually assigned the room they thought they booked, with 95% of respondents only getting the room they thought they booked “sometimes.” (僅5%的受訪者表示入住的房間與預訂的房型相符，而95%的受訪者則是「有時」能入住與預訂的房型相符的房間)

• Nearly 20% of respondents said they never receive their status-based complimentary upgrade from brands to which they are loyal.(將近20%的受訪者表示他們從未獲得依酒店會員等級所提供的免費客房升等)

• “Sometimes” was the majority response of loyalty guests when asked if they feel they get a better room assigned as a loyalty club member than a non-member. (當酒店會員被問到是否比非會員更能被安排至較佳的客房時，大部份的回應是「有時候」)

• 66% said they “always” or often have to wait for their room to be ready, even if they arrived past standard check in time. (66%的受訪者表示他們「總是」或經常要等待其客房準備妥當，即使他們是在酒店規定的入住時間之後抵達)

• 23% of those travelers using a mobile check in solution said they “never” found the room they checked into being actually free and ready at time of arrival. And 54% said the room they had checked into was “sometimes” ready. (23%使用行動裝置登記入住服務的受訪者表示他們「從未」碰到在手機上辦理入住的房間實際上能在抵達酒店時已是準備好的狀態，而54%的使用者則表示在手機辦好入主手續的房間「有時」是準備好的狀態。)

“Hoteliers should find this data alerting – especially that mobile check-in options are not solving the problems they were designed to,” Bellinzona said. “There is a clear expectation among travelers that room feature requests explicitly submitted before arrival should be fulfilled by the hotel. Ninety-six percent of respondents expect that hotel room preferences they specify as part of a brand’s loyalty program, or that they specified during the booking process, are honored when their room is assigned for an upcoming stay. To us, these statements suggest that all that data collected and stored in CRM and Loyalty systems is not being used well when it matters most.”
Bellinzona接著說：「酒店業者應該探究這些數據警示 ─ 尤其是手機登記住房的功能未能發揮成效。旅客們清楚的期望是 ─ 在抵達酒店前，對於客房的偏好要求若已明確提出，酒店方應該要完全做到。96% 的受訪者會預期他們對於客房的明確偏好是酒店會員制服務的一部份，或者是在訂房時所特別註明的客房偏好會在酒店方安排房間時被接受允准。對我們而言，這份調查報告暗示顧客關係管理系統與會員制系統所蒐集與儲存的數據未能善加運用，而這是最重要的部份。」

According to the 2016 Customer Engagement Technology Study, 58% of travelers said “belonging to a hotel’s loyalty program influenced their decision to select a hotel,” and 56% said the “ability to make reservations from a mobile device” was a key factor in choosing where to stay. hospitalityPulse’s “Check-In Experience Survey” reveals that hotels aren’t doing enough to reassure guests that these positive engagement factors are not only valued, but also fully supported.
根據「2016年顧客參與科技之研究」，58%的旅客表示「有加入酒店集團的會員並且影響其住宿選擇」，56%的旅客則表示「能夠用行動裝置來預訂旅館酒店的房間是選擇住宿時的重要因素」。hospitalityPulse的「入住登記經驗調查」顯示酒店業者未能全力讓顧客們安心，因上述的正面參與因素不僅重要而且要全然支持。

“Measuring the return on investment for today’s technology solutions is a big challenge,” Bellinzona said. “While it’s clear that to be competitive, today’s hotels need a mobile strategy that includes mobile check-in, there clearly is a piece still missing. We believe the problem to be solved is less about the ability to show guests a room number at the time of advanced mobile check in, but rather about the automation of the underlying assignments, based on guest and reservation value, optimal feature fulfillment, and expected time of arrival. The findings of the ‘Check-in Experience Survey’ illustrate that guests having checked in early, often still have to wait for a room once they arrive at the hotel. It is simply impossible to correctly anticipate and match up arrival times with cleaning schedules and departure predictions.
Bellinzona說：「要計算投資現今科技方案的報酬程度是項大挑戰。現今的旅館酒店需要的是包含手機登記入住服務的行動策略方案，雖然這明顯可以帶來競爭性，但目前卻仍是付之闕如。我們相信這待解決的問題不是「為顧客在手機事先辦理入住登記時顯示房間號碼」，而是「依據顧客及訂房價值、達成客房安排最佳化以及預定抵達時間來做自動化排房」。在這份「入住登記經驗調查」所發現的狀況說明了提早在手機辦理入住手續的客人仍舊需要在抵達旅館酒店時等候房間準備妥當。因為要把客房清理行程、住客退房預測和預定抵達客人的到店時間做正確預測與配置是不可能的。」

(問題二：當你使用手機應用程式或網站預辦入住登記後，在你抵達旅館酒店時，你所登記安排到的房間已準備妥當了嗎？)(綠色：總是 / 藍色：有時 / 黃色：從未)

Hyatt Regency Washington on Capitol Hill. (左&中: 人工櫃檯 ; 右: 快速自助住退房操作區)

“In addition, when there aren’t enough rooms available for pending check-ins, or when available rooms aren’t matching with what is needed for arriving or expected guests, the competition for rooms among front desk agents can become heated,” Bellinzona said. “Guests who arrived early, or checked in through mobile or web, may find themselves at a disadvantage with regards to feature fulfillment. All too often, rooms are then rushed, leading to additional inefficiencies, and tensions between housekeeping and the front desk.”
「此外，當現場沒有足夠的空房提供給等候入住的客人，又或者既有空房未能符合已抵達或預計抵達客人的需求時，酒店的前檯接待人員對於安排客房的調控糾結就變得火上加油。提早抵達酒店或事先由手機或網站辦理入住登記的客人可能會發覺這樣的狀況較不利於安排到偏好的房間。於是房間往往得要急忙整理，並導致人力與物力額外無效率的配置，以及房務部門及前檯部門人員間的關係緊張。」

(以下是業配文的部份)
To avoid early check-in and mobile check-in issues, it is necessary to make the process for early or mobile check in as seamless and integral as possible to room assignment overall. Using mathematical modeling and a multi-dimensional inventory engine such as roomPulse from hospitalityPulse, hoteliers can now automate all room assignments, streamline their check in process, and dynamically optimize each assignment in real time . . . all the time. To learn more, watch this video.
為了避免提早入住及手機登記住房的問題發生，全面性的排房調控是必要的，因為這能讓這二種情況的處理過程變得完整無縫。使用數學模式化及多面向的房間庫存控管工具如 hospitalityPulse的 roomPulse，酒店業者就能自動化所有的排房、優化入住手續的過程，並能動態地有效處理現時的每筆排房……而且總是能做到。想要了解更多資訊，請觀看此影片。

hospitalityPulse 從2016年8月15日至9月15日在其網站上刊登一項內含9個問題的調查，並經由最新消息的方式推播至目標市場。造訪調查網站的酒店業者及旅客共計468人，參與調查人數共285名，或是61%完成調查的造訪者。關於該項調查的更多問題，請寄送電子郵件給Mario Bellinzona。