2022 Guide to Guestroom Amenities

How to exceed guest expectations

Image courtesy of Interior Images

By Mandy Clarke, Editor, AccomNews

most appreciated guestroom items are a quality bathrobe, comfy slippers, and high-quality toiletries from well-known brands.

Dental kits are popular too.

It is 2022, and guests are returning!

An industry re-build has begun but beware because traveller expectations have changed.

Domestic guests are happy to pay for high quality experiences near to home, but they are also very discerning. There is pentup demand from international travellers with elevated post COVID expectations, and corporate travellers are seeking a ‘Bleisure’ experience.

With heightened competition there are many ways to set yourself apart. One uncomplicated way is to focus on your guest room amenities, and make sure they leave a lasting impression.

To ascertain what guests really want in 2022, AccomNews asked two industry experts to share their opinions.

Expert Val Houston agreed the landscape of the industry is changing rapidly, and guests have become increasingly discerning.

“However, discerning guests are most impressed with luxury brand products, and they also want to see genuine Australian made products, not just Australian brands, made overseas.

Val Houston, Founder and Managing Director, Interior Images

Ms Houston is the Founder and Managing Director of Interior Images and an accommodation connoisseur.

She said: “It is vital to keep up with the current trends in customer expectations. Especially the move towards eco-friendly products that are made in Australia, be wary of suppliers who say their products are locally made, because many in the hotel space are not.”

On what guests want: “The

“They are also aware of the carbon footprint of products and don’t want them to come from overseas when we have as good (if not better) quality products made here. They also want to see an end to the single use amenities of the past.”

On international visitor expectations: “The return of overseas guests is still slow, so it is hard to judge what they will demand.

“However, prior to COVID, they looked for authentic experiences and I think that trend will continue even stronger. The widespread use of amenity dispensers in Asia, USA and Europe will see these products accepted here.

Globally we are all aware of our

2022 GUIDE TO GUESTROOM AMENITIES

impacts on the environment.”

The top amenities trends 2022?

“Right now, there is a strong move to dispensers and eco products and packaging that is sustainably sourced. Recyclable and biodegradable are this year’s buzz words. Hand sanitiser is the new item that is trending, it’s included in public area, reception, restaurants, and spas, and now in-room within ‘upper-tier’ hotels.”

She predicted: “The future is dispensers, the single use bottles, and tubes that we are familiar with will be a thing of the past very quickly.

“I see a growing trend towards recognised Australian made brands with significantly less reliance on Chinese made products. This will be the new luxury.”

“Guests also prefer tamperproof bottles post-COVID.” On presentation: “First, select amenities that fit well with the culture of your hotel brand and what you stand for. Present the products proudly and store accessory items neatly in a tray or amenity box.”

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Ms Houston revealed she looks for “quality robes and slippers and Australian made toiletries and soaps when travelling.”

It’s important to remain truthful and offer real brands with genuine Australian ingredients

And warned: “Do not go cheap on the touch points because your guests will think you have gone cheap on everything they can’t see as well.”

On budgets: “In most cases, supplying amenities in dispensers is less expensive than single use products, even for many Australian retail brands. These meet both the guest’s eco preferences and help the hotel’s budget.

“And remember revenue opportunities can be created through the retail sale of your amenities. When you offer genuine, quality products guests respond. They will want to take products home especially if they are local.

“Many brands we work with are genuine retail brands and the product in-room is a retail product, offered for guest use.

As a result, the brands are happy for hospitality partners to make retail sales which contribute to the hotel’s profitability.”

Principal of Swisstrade, Peter Weingartner advised the days are gone when accommodation businesses can impress guests with an array of toiletries in single-use plastic packaging.

He said: “What counts today, is to demonstrate environmental

Peter Weingartner, Principal, Swisstrade

leadership across an entire range of guest amenities, from hair and body care products, to dry accessories and tea and coffee.

Naturally, guests love seeing Australian Made products in their bathroom and enjoy the story of a brand that delivers a localised flavour. That said, upper-upscale and luxury hotel brands are still looking to differentiate themselves by offering international brands and a cosmopolitan flair as part of their property image.”

On what guests want: “Guests are satisfied if they encounter a core range of toiletries, however we are seeing a trend towards a tighter range of items in favour of better quality. If a product offers a better performance, guests are incredibly happy to embrace a smaller range of combination formulations, such as conditioning shampoo.”

On international guest expectations: “They are impressed by the array of our local brands.

It is important to remain truthful and offer real brands with genuine Australian ingredients. Showcase the abundance of amazing botanicals our land has to offer.”

Top trends for 2022? “Due to a heightened post-pandemic sensitivity around hygiene and safety, plus the labour and cost intensity of refillable pumps we are seeing a rapid uptake of factorysealed (non-refillable) dispensers.

They save time and money and guarantee 100 percent hygiene.

“There is also a clear trend towards individuality and demand for points of difference, hence it is important to steer clear of mass-distrusted brands. We recommend seeking out brands and supply partners that commit to a certain level of exclusivity.

Storytelling is another important trend and usually demanded by the business’s marketing strategy.

“Finally, there is a revolution happening, companies are demanding improvements in environmental packaging and materials. There is a clear move towards PCR plastic, ocean waste plastic and FSC certified paper or cardboard packaging.”

Mr Weingartner’s tips for presenting hotel guestroom amenities: •

Look at your environment and tie your amenities in with your business strategy and guest demographic.

•

When moving away from single-use plastic it is important to consider the presentation and safety aspects of your chosen dispensers.

•

Look to create a point of difference and innovation through storytelling and branding.

What amenities does he like to find when he travels? “I am naturally biased towards Swisstrade guest amenities, but I also like to experience the unexpected.”

All accommodation businesses have budgets to adhere to, but he recommends they should not look at guest amenities as “a cost but as the most low-budget and effective form of marketing”.

He said: “It’s the perfect opportunity to prolong the guest experience when travellers take home a memento of their stay.

“We also encourage operators to present retail items in a hotel lobby display, this initiative can offset a respectable sum from the cost of the bathroom amenities and add to the marketing opportunity for the brand.

“Guest amenities today can be more cost-effective than ever if presented in eco-friendly and economical dispensing systems.

When compared to the cost of individual portion amenities that are freighted and stored in large volumes, then checked and replenished daily by staff, the cost per occupied room can be reduced without compromising quality and innovation.”

Image courtesy of Swisstrade

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2022 GUIDE TO GUESTROOM AMENITIES

Finally, he said: “Always look for authentic and genuine brands, products that are what they say they are. Work with guest room specialists who can provide a holistic strategy for your guest experience.”

2022 GUIDE TO GUESTROOM AMENITIES

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Elevate your guest experience – sustainably The perfect dispenser solution will create a unique and indulgent guest experience, as well as reducing your environmental footprint.

their senses in the bounty of your region.” She adds, “And, along with supporting our local economies, these products are readily available domestically meaning you avoid international supply chain disruptions.”

Founder of Interior Images and accommodation connoisseur Val Houston shares her insights on the evolution of bathroom dispensers, refillable vs. non-refillable options and how to create a truly immersive guest experience.

24 YEARS OF EXCELLENCE IN LUXURY HOTEL AMENITIES

SUSTAINABILITY WITHOUT COMPROMISE Sustainability is a major trend shaping the hospitality industry in 2022. And, although singleuse amenities are quick for housekeeping to replace and can be souvenired by guests, their impact on our environment cannot be ignored.

Val comments, “Consumers are becoming increasingly aware of their environmental footprint, so it’s natural that we’re seeing so many of our customers switching to larger, locally sourced dispensers.” While refillable and non-refillable dispenser options both reduce plastic usage by up to 80%, refillable dispensers are more environmentally friendly as the bottle is used multiple times before being discarded.

Refillables also deliver cost savings due to the lower price of bulk refills.

CREATE AN IMMERSIVE GUEST EXPERIENCE Val and her team of specialists at Interior Images believe that a guest’s experience of the local area should begin before they step out of their room. Val explains, “The beauty of dispensers is that we now have access to Australian and New Zealandmade retail brands and locally sourced boutique products that were not previously produced in the single-use miniature market.

These locally made toiletries help you create an immersive guest experience, indulging

For over 24 years, Interior Images has been elevating guest experiences through luxurious brands, products and solutions.

Their in-depth understanding of the sector and commitment to providing a seamless ordering and delivery service is matched only by the personal touch they apply to everything they do. Val comments, “We live and breathe this sector.

Our aim is to work together with our clients in a partnership – supporting them with an unrivalled luxury-level service and access to quality products.”

The Evolution of Sustainable Luxury Discover indulgent Australian and New Zealand-made dispenser solutions, and create a locally-inspired immersive experience for your guests.

With luxury brands, boutique products and both refillable and non-refillable solutions available, you can elevate your guest experience, reduce your environmental footprint and showcase these sumptuous locally-sourced amenities from Interior Images.

Contact us today and experience a luxury-level of service.

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2022 GUIDE TO GUESTROOM AMENITIES

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