This interview with Onefinestay founder and CEO Greg Marsh outlines his thoughts on the state of hospitality, and discusses the company’s acquisition by AccorHotels. He outlines his opinions on the rocky future for full-service hotels, loyalty programmes, and the personalisation of guest experiences among many other things.
He discusses the part played by technology, including smartphone apps that allow you to buy hotel services without being in a hotel, ordering takeaway food or a cab, all things that previously a guest had to ask for from front desk.
As guests can now buy almost everything from somewhere other than the hotel itself, he believes there is no future for full-service hotels – the phone in his pocket, which he uses daily while at home and at work, as well as travelling, has changed all that.
“The genie is out of the bottle, and hotels are going to have to completely rethink what their product offering is”.