Remember traveling with your parents? The sigh when there wasn’t a printed newspaper, the confusion over messaging the front desk instead of calling, and the insistence on getting physical room keys “just in case”? It’s a classic moment. But what you might not realize is how big the generational gap is in hotel experiences today.
There’s a stark difference between what Baby Boomers see as essential and what Gen Z finds outdated. After over a decade in luxury hospitality, I’ve seen this shift unfold. The expectations that once defined excellent service are now barriers for younger travelers.
Let’s look at how these two generations approach travel differently.
1. Check-In Experience
For Boomers, the grand check-in at the front desk is part of the charm. They enjoy chatting with staff and receiving physical keys. It all feels personal. But Gen Z? They prefer to check in via an app before even stepping into the lobby. During my time in a boutique hotel, younger guests often skipped the front desk completely. One guest pointed out, “Why wait to talk to someone when the app knows my preferences?” It’s hard to argue with that logic.
2. Housekeeping Preferences
Baby Boomers love having fresh towels and made beds daily. For them, this is the indicator of quality. In contrast, Gen Z finds daily housekeeping invasive and wasteful, often opting to prevent cleaning entirely unless requested. They grew up amid climate concerns and prefer to hang the “Do Not Disturb” sign. Some hotels have adjusted, offering loyalty points for skipping housekeeping, a change that began during COVID-19 but now appeals to environmentally conscious travelers.
3. Business Centers vs. Mobile Work
Traditional business centers in hotels are losing relevance. Boomers still ask about them, but Gen Z wonders why they even exist. With powerful smartphones, they comfortably work from anywhere. Instead of designated rooms with outdated computers, they seek reliable Wi-Fi and plenty of charging stations throughout the hotel.
4. Room Service
Traditional room service, complete with silver domes and white linens, is romantic for Boomers. But for Gen Z, it’s expensive and inefficient. They’re accustomed to quick delivery from apps like DoorDash. Hotels are adapting by partnering with these services or creating quick-order options that fit modern needs.
5. Concierge Services
The concierge desk was once the go-to for recommendations and reservations. Today, Gen Z relies more on apps like TikTok and Google Reviews. They come with detailed itineraries crafted from online research. When they need assistance, they often prefer messaging the hotel on social media instead of approaching the traditional desk.
6. Entertainment Preferences
For many Boomers, the cable TV lineup can make or break their stay. But Gen Z rarely watches cable. Instead, they rely on streaming services. Savvy hotels are now investing in smart TVs and enhanced Wi-Fi rather than traditional cable packages, aligning with younger guests’ preferences.
7. Dining Experience
Formal dining rooms often come with dress codes, which Boomers appreciate. But this formality feels outdated to Gen Z. Casual dining experiences, like food halls or rooftop bars, resonate more with younger travelers. They seek atmosphere over etiquette, often choosing locations where they can work or socialize freely.
Conclusion
The hospitality industry is at a crossroads. It must address the needs of both Boomers and Gen Z. Forward-thinking hotels are finding ways to blend the two worlds. They might offer mobile check-in while still having staff available for those who prefer personal interaction. The key isn’t about which generation is right or wrong; it’s about meeting guests where they are and understanding their unique values.
As the industry evolves, it’s essential for hotels to keep adapting, ensuring they cater to the needs of all their guests. Great hospitality has always been about connection, regardless of the changing landscape.
For more insights into modern hospitality trends, check out this Hospitality Net article that dives deeper into generational preferences in travel.
