The biggest trend would be personalisation - social media and the mobile generation has resulted in a new type of traveller and these new travellers are growing exponentially, not only throughout the world, but particularly here in South Africa. Regardless of star grading of the hotel, guests are coming to expect a certain increasing degree of personalisation from hotels, and this expectation is going to increase over time: from the time they book their accommodation directly, via mobile phones, tablets or social media platforms, until the time they depart.
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