Of course, no one likes unclean hotel rooms, but with the Corona pandemic, hygiene has taken on a whole new level of importance. That's according to Daniel Twerenbold (pictured below), who as regional director of the Radisson Hotel Group for Switzerland, Italy, Austria, and southeastern Europe manages a wide portfolio of hotels used primarily by business travelers.

A recently published multinational study commissioned by French hotel group Accor reinforces this notion. Around 6,000 people from European countries were surveyed, with 85 percent saying the Corona pandemic had greatly changed their priorities. A high degree of hygiene, health, and safety standards have become the focus, with flexibility in booking even more important. Technologies such as contactless booking and payment options play an increasingly important role.

Guests Demand Superior Hygiene

Since the pandemic, many hotels have had their hygiene measures certified. «We introduced the Radisson Hotels Safety Protocol as early as May 2020,» Twerenbold explains which includes five prevention measures: Air quality, increased cleaning and disinfection, provision of hand sanitizers, contactless payment options, and training and health monitoring for our team. To ensure that hygiene standards are met, Radisson works with SGS, a global product testing company based in Geneva.

For reasons of both hygiene and time, many business guests demand the ability to check-in and out online, meaning contactless room access without having to stand in line at the front desk. Still, Twerenbold says the hotel should not rely solely on online services as an option because «Business travelers want to be able to choose between personalized and automated service.»

Room Key on Device

Matthias Ramer (pictured above) agrees. As a General Manager within the Swiss Sorell Hotel Group, he is responsible for the Zurich hotels Seidenhof and St. Peter. The recently completely renovated Seidenhof, just off of the prestigious Bahnhofstrasse, appeals to business and vacation guests alike, and banks and other companies from the neighborhood accommodate their visitors on the property.

Those who prefer to check in digitally can have the electronic room key downloaded to their mobile device. But the reception desk is still manned around the clock, because «many guests still expect personal service,» says Ramer.

Location, Location, Location

One traveler referred to here as M. (not the boss of James Bond), travels almost weekly for a Swiss financial institution in Europe, demands that in addition to fast check-in and out, the hotel does not collect any unnecessary data and is not bombarded with questionnaires and newsletters after the hotel stay.

As in real estate, «location, location, location» is the philosophy that could also be applied to business hotels, and not just since the pandemic. For frequent travelers such as M., «the connection to the airport or train station is decisive,» while guests arriving by car demand either a parking space near the hotel or a valet parking service.

High Fees

(Image: Unsplash)

With advancing digitalization, the demands on the hotel room itself are also changing. A fast and stable network for Internet access (WLAN) is indispensable, especially for Zoom meetings, which have become ubiquitous during the pandemic. Moreover, the privacy of the hotel room and high-speed WLAN is crucial. Still, some hotels seem not to have grasped that yet, and either WLAN is only available in public areas, or high fees are charged to the room, and business travelers are no longer willing to accept either. For Zoom purposes, a flat-screen TV in the room that can be linked to a cell phone, tablet, or laptop is also very much appreciated, so that the hotel room becomes a meeting room

Hotel Room as a Study

But a simple desk won't do and like a traditional office, a hotel room office needs a table with a reasonably large surface and a comfortable chair, not to mention freely accessible and ample power outlets at your workstation and by your bed for all of the devised required of the modern business traveler. After all, nobody wants to move bedside tables or crawl under the bed or table in the search for outlets that in the end may not even exist. 

In this digital age, other electronic amenities are also appreciated, such as in-room tablets that guests can use to contact staff or book services. Well-placed and easy-to-use climate controls are as welcome as features allowing guests to select the right lighting for various situations without needing an electrical engineering degree from MIT or ETH.

Traveling great distances also can leave travelers experiencing brutal jet lag, and Banker M. mentions the possibility of completely darkening a room during the day if one wants to catch up on sleep. It goes without saying that the bed must be comfortable and of the highest quality.

Many business travelers frequently use a hotel's business centers and, more recently, C-working spaces, where printers, scanners, and office supplies are available. Finally, secretarial services for paperwork and travel bookings are popular, although only a few high-end establishments offer them.

People do not live by work alone. It is important for business guests to have a substantial breakfast, as M. points out, because «often you don't have a chance to eat all day.» Indeed, the Accor study found that business travelers consider breakfast to be the most important inclusive hotel service, along with Wi-Fi.

Winding Down

(Image: Lenkerhof Gourmet Spa Resort)

After a grueling day of work or travel, wellness, fitness, and leisure offerings are welcome. Afterward, frequent traveler M. appreciates a «small but fine menu» for dinner in the restaurant, and «a nice bar where you can end the day.»

Overpriced Extras

With all the demands of business guests, the price should not be forgotten. It is certainly a decision criterion, and many companies obtain several offers before booking rooms for employees.

Finally, what is important is what services are included in the price. According to the Accor study, two-thirds of respondents are bothered by overpriced extras. In contrast, Daniel Twerenbold found that «both business and leisure travelers are quite prepared to pay higher prices if the quality is right.»