CHD Expert study for EQUIPHOTEL – Hotels & Restaurants: 62% of customers prefer to keep their standing level…even if it means they come less!

CHD Expert study for EQUIPHOTEL - Hotels & Restaurants: 62% of customers prefer to keep their standing level...even if it means they come less!

For the EquipHotel fair, from November 6 to 10, 2022 in Paris, CHD Expert conducted a study on consumer expectations in a hotel or restaurant. Thus, the survey collected a sample of 10,000 people “ online “. The main result: in 2022, the customer wants to have fun, seeks service, well-being, connected, dedicated, but closely monitors prices, the crisis obliges.

Hotels and restaurants

Above all, the customer wants to have fun !

For the EquipHotel fair, from November 6 to 10, 2022 in Paris, CHD Expert conducted a study on consumer expectations in a hotel or restaurant. Thus, the survey collected a sample of 10,000 people “ online “. The main result: in 2022, the customer wants to have fun, seeks service, well-being, connected, dedicated, but closely monitors prices, the crisis obliges.

At any cost



62% prefer to keep their standing level… even if it means less coming !

Economic crisis, growth of raw materials, galloping inflation… the context is not obvious for the CHR sector. However, it is a recovery, in terms of attendance, in hotels and restaurants in France. But the recovery is full of nuances. Thus, according to the CHD Expert study for the EquipHotel 2022 fair, 62% of hotel and restaurant users prefer to reduce the number of visits, and do not question their stay or meal in the range they have chosen.

Another finding: 93% of respondents accept higher prices, if they are justified and explained.

Likewise, more than 80% of consumers appreciate offers, packages, even a gesture by hoteliers or restaurateurs to reduce the bill.

Premium available

The priority is the fairest ratio of quality and price

When a consumer wants to experience a unique, original, quality moment, “ he is often willing to pay more, away from home “, emphasizes the CHD Expert study. Downside: He doesn’t want to break the bank or go broke. Instead, he’s looking for the best value for money, but not a tourist trap, or an unaffordable trendy address. The experience must remain available.

Quality of life

50% of customer expectations come from “ know how to receive »

In 2022, the customer wants first of all to please yourself », notes the CHD Expert study. Less is spent, but better. Consequence: hoteliers and restaurateurs must show ideas and initiatives to generate “ customer satisfaction “. At the table, what is eaten and drunk covers only half of what the rated consumer expects. experience “, discovery and pleasure.

The remaining 50% comes from flexibility in booking (for 41% of customers), renewing the card (for 53%) or even a short card, which often guarantees fresh and seasonal products (for 35%). To this is added exchange, even complicity with the server: 39% of users are sensitive to the recommendations of the latter.

The same scenario in a hotel, where the guest wants much more than a comfortable bed.

He expects a lot especially from the wifi connection (by 55%), the quality of reception and staff (by 51%), the atmosphere and decoration (by 36%). As for the equipment, the sound insulation quality is praised by 45% of those surveyed, 39% appreciate the musical atmosphere, and 31% like open kitchens to see, know, discover a little behind the scenes of an establishment. As for restaurant ordering terminals, if only 12% of adults like it, satisfaction rises to 25% among under-25s.

Connected anytime

3 out of 5 French people take photos of their apartment or their room to convey them

It is impossible to separate the consumer from his smartphone. According to a study by CHD Expert, 64% of customers take pictures of food in a restaurant and 61% of their room when staying in a hotel. All in order to transfer these images to social networks, in most cases. Thus, 44% of consumers comment on their restaurant meal on the same networks. What we experience is shown, shared, spoken, especially on Instagram and other booking platforms. Another observation: in restaurants, digital is also becoming part of “ experience pay (25%), join a loyalty program (42%) – often immediately after paying the bill – or even order at reduced prices (38%). The numbers are growing among millennials: 57% of them pay through an app, and 68% value ordering at discounted prices.

Dedicated to the best

94% sensitive to the influence of the environment

A hotel or restaurant’s CSR approach also creates satisfaction beyond the content of the plate or the comfort of the room. Global warming, water scarcity, sustainable development, saving energy, reducing waste… these are all terms and words that are increasingly raising awareness among French people who travel and eat out. This is evidenced by the results of the CHD Expert study:

94% of consumers pay attention to the impact that the restaurant or accommodation solution they choose can have. And among 18-25 year olds, it has an impact on bookings for more than one in two consumers.

About EquipHotel
The EquipHotel fair is an event organized by RX France, a leader in the organization of professional trade fairs. EquipHotel Paris is the reference BtoB meeting place for the hotel and restaurant sector, every two years in Paris. The exhibition brings together more than 1,200 exhibiting companies, 40% of which are foreign, in 5 major universes: food service, design, well-being, technology and services. This unique offer is the most complete of international hotel and restaurant fairs. It represents French and international companies, leaders in their sector, but also young companies among the most innovative in the hospitality industry. The event attracts 113,000 decision-makers from the CHR: chefs, restaurateurs, hoteliers, architects, decorators, investors, cafeterias, brewers, community managers, design bureaus, installers… In 5 days, these professionals have the opportunity to meet a multitude of suppliers and discover the novelties of each of them. EquipHotel is also “ hub » Trends and innovations of CHR. Pop-up hotels and restaurants, exhibition spaces, studios, conferences, master classes and renowned competitions are organized by the best architects and experts in the sector.

About RX France
RX is at the service of the development of companies, communities and individuals. We combine the power of face-to-face events with data and digital products that help our clients understand markets, research products and transact with over 400 events in 22 countries and 43 areas of activity. RX France, the French subsidiary of RX, organizes direct, digital or hybrid events, leaders in twenty different markets. Among the emblematic shows of RX France and important at the national and international level, MIPIM, MAPIC, Batimat, Pollutec, EquipHotel, SITL, IFTM Top Resa, MIPCOM, MIPTV, Paris Photo and many others stand out… Our events are held in France, China, India , Italy, Mexico, Russia and the United States of America. RX’s desire is to positively impact society and create an inclusive work environment for all our associates.RX is part of RELX, a global provider of information and data-driven decision-making and analysis tools for professional clients.

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