61
Europe/Asia
Very
expected
(%)
Somewhat
expected
(%)
Neutral
(%)
Somewhat
unexpected
(%)
Very
unexpected
(%)
One gift/ congratulation on your
birthday/wedding anniversary
2/22
12/ 27
27
/41
24/10
37/3
Different rooms for different
styles
9/15
23/
46
39/34
23/8 9/0
Alternative dietary meal
14/20
33/39
31/31
17/10
7/3
Tea/coffee maker in room
9/29
28/
46
43/15
15/12 7/0
Plant/flower in room
9/19
19/38
53/40
12/5
9/0
Wake up service
32/14
28/26
33/40
5/19 4/3
Breakfast in bed
11/5
21/35
41/44
21/16
9/3
Late check out
35/28
45/45
15/24
4/5 2/0
Bathroom facilities are indispensable in a hotel. Until now, when guests stay in a hotel, they only
often receive the shampoo, body lotion and toothpaste. But according to the research, the most
wanted thing is hair dryer. Hair dryer is chosen by 92% of female and 67% of male. Shampoo &
conditioner for different type of hair keep the second position in the most wanted list. Body
lotion is also chosen by guests. But more than the normal things that we often see in the hotels’
bathrooms,
the others such as music, comb also is favorable by 30% to 40% of guests. Besides,
grab bars are also required by disabled people. When equipping the hotels’ bathrooms, hoteliers
should pay attention on them to gain more customer satisfaction.
The most different choices between men and women are hair dryer and big towers in the
bathroom. While 92% and 74% female prefer hair dryer and big tower correlatively, 67% and
49% male want to equip them in the bathroom of the hotel. However, big percentage of both men
and women choose them which should be noticed by hoteliers.
62
Figure 24: Facilities in the bathroom
The most different point of view of Asian and Europe is about comb. 59% of Asian wants to
have a comb in the bathroom, while only 10% of European wants it. And except for the body
lotion, other facilities are more favorable to Asian than European.
Figure 25: Facilities in the bathroom in Europe and Asia
63
Beside the common things in the bathroom, some special facilities
are also referred in the
research. Around 50% of both men and women prefer their specific thing for their own gender
such as intimate cleanser for women and razor & shaving cream for men. From 40% to 70% of
guests feel Jacuzzi shower, cream, tower warming drawer, big illuminated mirror, radiant floor
heating and sleeper are necessary in the bathroom. Among them slipper almost is not seen in any
hotel, now. Especially, the big illuminate mirror is the favorite thing of 56% women and 27%
men. Most of things are favorable
by women more than men, except tower warming drawer. But
this report also proves that all the things in the list are interested by guests. Therefore, they
should be present in the bathrooms of hotels.
Male/Female
Very
necessar
y
(%)
Somewha
t
necessary
(%)
Neutra
l
(%)
Somewhat
unnecessar
y
(%)
Very
unnecessar
y
(%)
Jacuzzi shower inside the
room
14/10
28/ 31
30 /38
22/ 17
9 /7
Hand/ foot/body/face cream
5/18
38/40
32 /29
14/ 11
14 /5
Nail-scissor and nail-file
4/12
26/25
43 /37
23/ 14
7 /14
Tower warming drawer
21/12
25/35
28 /48
20/ 5
9 /3
Big illuminated mirror
27/
56
34/29
29 /12
10/ 5
2/ 0
Radiant floor heating
9 /19
33/31
44 /35
11/ 14
6 /3
Bath pillow
9 /12
23/21
45 /45
17/ 17
9 /7
Slipper
22 /30
32/39
30 /25
12/ 7
7 /0
For women, intimate cleanser
20
32
34
12
5
For men, razor and shaving
cream
14
35
23 21 9
There is not so much difference between Asia and Europe in those facilities. In general, Asia
seems more exciting with those facilities than guests coming from Europe. It is a indicator for
the Asian hoteliers.
64
Europe/Asia
Very
necessar
y
(%)
Somewha
t
necessary
(%)
Neutra
l
(%)
Somewhat
unnecessar
y
(%)
Very
unnecessar
y
(%)
Jacuzzi shower inside the
room
7/20
28/
35
31/35
26/10
11/3
Hand/ foot/body/face cream
7/17
37/42
32/31
14/7 12/5
Nail-scissor and nail-file
7/8
21/35
42/40
23/10
9/10
Tower warming drawer
14/24
23/
40
41/31
17/5 7/3
Big illuminated mirror
38/43
34/29
23/20
6/10
2/0
Radiant floor heating
11/17
20/
48
49/31
17/5 6/0
Bath pillow
9/12
14/34
51/36
19/15
9/5
Slipper
18/37
29/
39
37/19
13/7 6/0
For women, intimate cleanser
6/20
18/31
47/39
22/12
10/0
For men, razor and shaving
cream
14/18
32/44
24/26
24/13 8/0
6.6 Customer expectation of a specific kind of guests (family)
When
travelling with family, both men and women prefer bed for kid & doll, refrigerator, baby
sitting service, laundry service and free meal to ked up to age 12 most, with more than 40%.
Those services are still not popular until now but hoteliers should pay more attention on it.
Because nowadays, many families want to have holidays together, then they stay together in the
hotel and they need the room suitable for the family. Also almost 40% of guests want to have a
passport to the dinning for all family but only 16% of them want a passport for spa and more
than 10% want a game website for kids.
