Why travelers prefer to search for information on their own rather than ask hotel staff

Today, a majority of travelers prefer to look for information on their own rather than contact the front desk. This behavior is neither a lack of trust nor a disinterest in human interaction: it is a natural evolution of usage.

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Here are the main reasons behind this change, and what hotels can turn into an opportunity.

Travelers want quick answers
After a trip, a meeting, or a day of sightseeing, guests look for immediate answers.
Searching on their own allows them to:

• Get information in seconds
• Avoid waiting
• Stay independent

Calling or going down to the front desk takes more time than checking a phone.

Many guests hesitate to disturb staff
Especially:

• Late at night
• Early in the morning
• When the front desk is busy

Guests often fear disturbing staff for a “small question.”
Searching on their own feels more discreet and comfortable.

Digital habits have changed
For local recommendations in particular, travelers now instinctively search on their own to:

• Book
• Compare
• Read reviews
• Find their way

If the hotel does not present these clearly, guests turn to Google, and the property loses revenue linked to its partnerships.

Guests want to remain autonomous
Autonomy has become a comfort criterion.
Being able to:

• Understand without asking
• Decide without waiting
• Organize their stay freely

Gives guests a sense of control and peace of mind.

Fear of asking a “wrong question”
Some guests hesitate to ask:

• Due to shyness
• Language barriers
• Fear of seeming demanding

Hotel teams are not always available
Even with the best intentions:

• Front desk peak times
• Reduced staffing
• Night hours

As a result, additional sales opportunities are missed and the full value of the stay is not leveraged.

Travelers trust written information more
Schedules, rules, services, recommendations…
When information is written and accessible:

• It is clearer
• Less prone to error
• Can be consulted as many times as needed

Searching alone avoids frustration
Misunderstood or forgotten information leads guests to ask again.
Searching independently allows them to:

• Re-read
• Verify
• Compare

What this means for hotels
This is not about removing human interaction, but rather making it more valuable and frictionless.

When information is:

• Clear
• Centralized
• Available 24/7

Then:

• Guests feel more reassured
• Teams are less disrupted
• The overall experience improves

A digital welcome guide, combined with an AI chat, meets this need for autonomy while allowing hotel teams to focus on welcoming guests and delivering high-value service.

In conclusion
If travelers prefer to search on their own, it is because:

• It is faster
• More discreet
• More reassuring
• Better aligned with their habits

Providing access to information does not remove the human element.
It enhances it.