#newluxury

Yvonne Niebergall | Manager Leisure Travel Germany CWT

What does new luxury travel mean to me personally?
For me, luxury travel still means personal, unobtrusive service from warm hosts.
This might even mean less the stars on the hotel door and more "taking care of yourself".
After the last few weeks, the freedom to move around as I wish and as the circumstances allow is a very personal luxury for me that I will value even more in future.

What extraordinary and luxurious experiences do customers expect in the future?
I think the main topic at the moment and for the foreseeable future will be space.
On the one hand in the sense of having enough space, but also space for special moments and experiences and the time frame for them.
Time will continue to be a luxury and the ability to enjoy it.

Customers are not interested in how hygiene measures are implemented...these circulars from hotels to customers are rather annoying.
They naturally assume (as do I, by the way) that all rules are being implemented accordingly, and certainly in the 4* and higher categories.
I still think that luxury is something I don't expect.
In other words, something that exceeds my expectations.
These can be little things, such as the bottle of water in the room on arrival, which is not charged at EUR 12 via the minibar, but is there as a welcome gift as a matter of course.
The "extra meter", the little plus, is the real luxury.

How will booking behavior change, which trends will be set, which will be dispensed with?
I assume that sustainability will also be an issue in the future - especially in the luxury segment.
No one wants to look like an environmental sinner and this is precisely what "luxury travelers" are often accused of.
CO2 compensation should at least always be offered, just as naturally as a business upgrade.
For me, luxury is not changing towels several times a day.
On the contrary: I am always extremely annoyed when I comply with the request to hang up my towel and then find 6 new towels in the bathroom and "my towel" is on its way to the environmentally harmful laundry.

Ecological and social awareness is even more pronounced in the younger generations who are "growing up" in the luxury segment. And that's a good thing. 'Do good and talk about it' is certainly also an important aspect in this segment. And those who do not live up to this will be punished. Golden taps are no longer a luxury, they are bourgeois and stupid.

In terms of booking behavior, we will be able to adjust to short-term bookings. The special may continue to cost something...
A self-evident expectation to waive cancellation costs and a high willingness not to lose the customer as a customer despite possible short-term cancelations (active customer loyalty).

Yvonne Niebergall | Manager Leisure Travel Germany CWT

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