India CX Report'25: Hotels

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Premium Hotels
Budget Hotels

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Premium hotel segment has an opportunity to differentiate on the booking process, communication on policy, and childcare services

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Segment is performing well on the prioritised attributes such as on-site experience, customer support, and quality of rooms and facilities

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Good performance of the segment across prioritised experience attributes can be mapped to high customer retention wth 55 percent of customers being brand ambassadors

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The customer’s willingness to pay more is high across the leading pillars of experience - ‘Expectation�� and ‘Integrity��

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57 percent of the consumers consider their on-premise stay as the most impactful in defining the overall experience with the brand

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Despite good performance in the pre-stay and on-premise stay, the segment is performing poorly on the post-visit touchpoints, particularly

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The key attribute driving both ambassadors and switchers is ‘Value for money��

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Although customers prioritize the ‘Expectation�� pillar, their willingness to pay more is higher for the ‘Empathy�� pillar

India CX Report'25: Premium Hotels

Findings across hotels operating at a high price point offering a wide range of facilities and high-quality services

India CX Report'25: Budget Hotels

Findings across hotels offering essential facilities at an affordable price point

In premium hotel segment, along with service levels, facilities play a crucial role in making or breaking the customer experience. Brands can hence differentiate themselves by offering wellness focused facilities such as gyms, spas and healthy dining options. Providing childcare options for families on leisure trips, ensuring personalised guest experiences, and seamless digital check-ins can also help brands in the segment stand out from their peers. The segment also sees high levels of repeat customers with 55 percent of customers being strong ambassadors. Customer's strong willingness to pay more is high across the experience pillars of ‘Expectation�� and ‘Integrity�� and hence, improving on these pillars will drive further brand advocacy and market growth

Chintan Patel

Partner, Deal Advisory & Head - Building, Construction and Real Estate

Our customer experience (CX) insights across sectors

Mastering intentional experiences: India CX report' 25

Benchmark experience from the customer’s viewpoint, to uncover prioritised attributes driving value

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Mastering intentional experiences: India CX report' 25

Key Contacts

Nikhil Sethi

National Leader Consumer Goods and Co-Lead Customer & Operations

��㣨Leyu�� in India

mail

Chintan Patel

Partner, Deal Advisory & Head - Building, Construction and Real Estate

��㣨Leyu�� in India

mail

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