This document summarizes the results of a survey of travelers in the New Era regarding their values, travel preferences, and expectations of the hotel industry during and after the COVID-19 crisis. Key findings include that creativity and innovation were the most important values to customers, hotel hygiene was the most important service when traveling, and over 70% of respondents expected most hotel operators to close down during the crisis but over 80% of hotels to experience a good new beginning after the crisis is over.

1. 1 – What values shall the customer of New Era develop?
1
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
73%
64%
55%
45%
27% 27% 27%
9%
Creativity and innovation
Family
Health and immune system
Hygiene
Ecological awareness
Healthy food
Socialization
Culture-Personal development

2. 2 – What services shall he search for when traveling?
2
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
82%
36%
27%
18% 18% 18% 18%
Hotel hygiene
Technology
Magic moments
Clinics and health centers inside hotel
Wellness and spa
Possibility to connect more with people
Other (Please specify)

3. 3 – How often does he travel for business? And pleasure?
3
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
55%
27%
18%
18%
27%
55%
Business? Pleasure?
More than before
The same
Less than before

4. 4 – In his traveling choices shall he deprioritize (yes to go, but not now) destinations
highly impacted by the virus?
4
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
73%
18%
9%
Yes
No
I do not know

5. 5 – What are most hotel operators currently doing?
5
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
73%
55%
45%
18%
9%
Closing down hotels and waiting for the crisis to pass
Reorganizing employee structure in order to reduce cost
Redefining strategy and preparing for the New Era
Cutting down prices and changing cancellation policies
Other (Please specify)

6. 6 – To your way of thinking, what should they focus on instead?
6
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
82%
55%
45% 45%
36%
27%
18%
9%
Focusing on customer behavior in order to predict changes and new
customer needs
Redefining strategy and services
Staying close to employees and suppliers to prepare for the New
beginning
Refurbishing and reorganizing common spaces
Preparing new and innovative services
Focusing on development of digital platforms and new tools to drive
direct bookings
Staying close to clients and demonstrating care
Other (Please specify)

7. 7 – How many hotel operators do you expect to survive when the crisis is over?
7
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
70-80%
80-90% Less than 70%
9%
82%
9%

8. 8 – How many of them would instead experience a good New beginning?
8
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
More than 80%
20-30%
10-20%
Less than 10%18%
27%45%
9%

9. 9 – How big do you expect hospitality market to be after the crisis?
9
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
110%
Same as before (100%)
90%
Less than 80%
55%
27%
9%
9%

10. 10 – How confident are you that tourism industry will find the right answers to rebound
quickly after the crisis?
10
Source: Traveler of the New Era AC-19 survey
Elaboration: GV consulting
Not at all confident
Somewhat confident
18%
64%
18%
Very confident