Dissecting Chinese luxury traveller behaviour

Source: Marriott International. Peggy Fang Roe, Chief Sales and Marketing Officer, Asia Pacific, Marriott International (left) and Rupert Hoogewerf, Chairman and Chief Researcher, Hurun Report (right).

• China’s young luxury travellers go abroad every three to four months, mainly for leisure
• They spend RMB420,000 (US$65,000) on tourism per year and RMB220,000 (US$34,000) on shopping while travelling
• They demand personalised luxury experiences, Wi-Fi, and next-generation guest services on smart devices as standard
• Japan is the top destination for shopping, France is the most popular destination in Europe and Australia is the top destination for leisure

Marriott International and the Hurun Research Institute have shared the first Chinese Luxury Traveler 2016 study, marking the first-of-its-kind collaboration between an international hotel company and an authority on Chinese luxury travel.

The report’s key findings reveal a shift in travel habits among travellers aged 18 to 36. The research shows that they want a more personalised luxury experience and added value throughout the entire hospitality ecosystem – from planning a trip, to requesting guest services, to selecting which loyalty programme to join.

The report reaffirms that when it comes to services and information, China’s young luxury travellers prefer to do it digitally. Interactive guest services on smart devices are far more popular than traditional guest services, and travellers also expect this smart technology to record and manage their personal preferences.

China’s young luxury travellers also conduct their research on digital platforms. WeChat emerged as their primary source of travel information, obtained from official WeChat accounts and the accounts of friends and professional travel advisors. Third-party apps are also important information channels.

China’s young luxury travellers are seeking a wider choice of unique and novel travel experiences. They are interested in adventure travel, polar exploration and road trips take them further afield to a wider range of destinations around the globe. With greater opportunities at their fingertips, this group of young luxury travellers feel underwhelmed by loyalty programmes.

“This is a key focus area for Marriott,” said Peggy Fang Roe, Chief Sales and Marketing Officer, Asia Pacific at Marriott International, which in the first quarter of 2016 saw a 7% increase in domestic travelers in China and a 25% increase in Chinese outbound travelers.

Fang Roe continued, “We are responding to the desire for personalised luxury and services by evolving our loyalty programme Marriott Rewards, which goes far beyond hotel-level perks. Elite Member benefits now include tailored VIP access to rewarding experiences such as culinary demonstrations, concerts and catwalks, the NBA Global Games in China, and lots more. We are also piloting a new hospitality programme called Li Yu (礼遇) which is tailored specifically for our Chinese guests, with Mandarin-speaking personalised assistance and service across our hotels to make them feel at home, wherever they go.”

Rupert Hoogewerf, Hurun Report Chairman and Chief Researcher, said, “Despite the economy slowing, the impact on outbound travel from high net worth individuals seems to have steadily grown. The young luxury travellers have developed significant spending firepower, minted on the back of the recent boom in Chinese entrepreneurship, together with a growing class of second generation ‘rich kids’.”

Key findings from the research:

Experienced travellers with high spending power

This year’s report focuses on young, luxury travellers born after 1980. Relatively wealthy, these Generation Y travellers spend an average of RMB420,000 (US$65,000) on tourism per household, per year, and an average of RMB220,000 (US$34,000) on tourist souvenirs, primarily clothing, bags, watches and jewellery. Their average hotel budget is RMB3,100 (US$500) per night. Experienced travellers, they have been to an average of 13 countries and have been abroad 3.3 times in the past year for approximately 25 days, 69% of which was leisure travel.

Popular destinations

Europe is the destination of choice for young luxury Chinese travellers, with 61% of respondents visiting that region in the past year and 65% planning to visit in the next three years. Japan was the most memorable destination for Generation Y luxury travellers in 2015 and their most visited destination over Chinese New Year 2016. Travel to Japan was strong last year due to its close proximity to China, coupled with convenient shopping, attractive dining experiences, and a modern, sophisticated culture.

Shopping and food in Japan are popular with young luxury travellers while the US is seen as an important destination for business travel. France is the most popular destination in Europe and known as a shopping paradise. Australia is the top leisure destination, while the UK is the top destination for visiting friends and family.

Travel time: flexible, family-oriented

More than half (55%) of young luxury travellers said that in the next year, they are most likely to travel whenever it fits their schedule. National Day Golden Week (黄金周) in October was the second most popular period, with 36% of respondents claiming this as their preferred travel period. It is interesting to note that most Generation Y luxury travellers have either very young children or no children at all, and that only 20% are interested in travelling over the summer (Q2 to Q3). Family travel peaked during Chinese New Year (which falls anywhere in between January or February depending on the year), with 56% of young luxury travellers going abroad last year over this period. Almost all (90%) travelled with family or friends, in a party of four people on average, and stayed abroad for 8.5 days.

Diverse reasons to travel

Compared to 2015, young luxury travellers are expected to seek more diverse travel experiences in the next three years. Leisure and vacation are still the most popular reasons to travel, but young travellers also cite new and more challenging reasons to go abroad. Global travel, adventure travel, polar exploration and road trips have captured their imaginations, and each category is expected to rise by 25%, 52%, 38% and 75% respectively over the next three years.

Choice of accommodation

Although 41% of general travellers say that room cleanliness is their top concern when choosing a hotel, 42% of young luxury travellers with a household net worth over RMB100 million cite personalised service as their most important consideration. Luxury amenities are also important, including new facilities and cozy lighting. They seek a tailored guest experience, including a selection of pillows, and personalised service through a butler or interactive digital channels. They favour hotels that provide high-tech digital equipment, like Wi-Fi (73%) and Smart TVs (55%), which offer a more enjoyable stay as well as bespoke, convenient service. They prefer brands and hotels with unique art and design that make the travel experience feel unique and fun.

Loyalty and travel programmes

In terms of frequent flier programmes, Air China is the clear winner (51%), followed by China Southern Airlines and China Eastern Airlines. For international travel, Lufthansa is the top choice due to a diverse selection of European routes and convenient transit (19%). In general, awareness of hotel loyalty programmes is low among young luxury travellers, who say that many membership programmes don’t offer unique or high value benefits.

Information channels

Young luxury travellers receive information primarily through official WeChat subscription accounts (48%), WeChat Moments shares from friends (47%), and websites (42%). Male travellers tend to obtain information from websites while female travellers prefer WeChat shares and friends’ recommendations. Third-party apps are also important information channels, with C-Trip, Qunar, and Tuniu being the most popular platforms.

Interested?

Read the report in English or in Chinese

Compare against 2015 Chinese luxury travel trends 

Dubai visitor numbers boosted by MICE travellers

Dubai’s hotels welcomed more than 5.8 million visitors in the first half of 2014, the highest number of visitors ever achieved in the first six months of the year, according to Dubai’s Department of Tourism and Commerce Marketing (DTCM).

Dubai’s status as the region’s leading meetings, incentives, conferences and events (MICE) hub played a central role in boosting first half visitor numbers, said DTCM, with more than 14,500 Chinese delegates on one incentive trip in April alone demonstrating the value of this sector. Major business events held during the first six months of 2014 included Gulfood, the Arabian Travel Market, and Intersec, one of the region's biggest safety, security and fire protection trade exhibitions. 

His Excellency Helal Saeed Almarri, Director-General of DTCM commented: “In addition to the increase in hotel guest numbers, since the end of June 2013, Dubai has added more than 7,000 hotel rooms to its inventory, with the total now standing at 88,680 across 634 establishments. Dubai’s hotel offering is continuing to grow and diversify allowing us to both meet the demand from travellers as well as broaden the market we promote Dubai to.”

Tredan launches handy USB Traveller Plug at Singapore Gifts Show

Source: Tredan. Chia holding two USB Traveller Plugs.

Chia Eng Kiat, who owns corporate and gifts supplier Tredan Connections, has done the legwork and found that most business executives who travel carry at least three devices, a laptop, a tablet and a phone. They may even carry more if they own more than one phone and a camera too.

"Their problem is how to ensure that all their devices are fully charged before they leave the hotel. Most hotels comes with a single power point and some are located in obscure places that you have to move furniture and dangle your device while charging," said Chia. "Even if you have adaptors with multiple USB ports, the USB capacity is insufficient to charge more than two devices at one go as the same USB capacity is shared by four USB ports. Some folks set an alarm to wake them up to charge their devices and worse if you have companion in the room, it's double the devices, who gets to charge first?"

The problem has become even more pressing with the latest news that devices on international flights must be charged. Singapore Airlines has already advised that phones must have some charge in them on Frankfurt to US flights, or they will be confiscated. In a travel alert dated 8 July the airline said: "Customers travelling on flight SQ26 to New York JFK are advised that electronic devices, including and larger than a mobile phone, must be switched on at security screening to show functionality. Failure to do so will result in the device not being permitted for travel from Frankfurt."

Chia's answer to making business travel better is the USB Traveller Plug, which features two multi-standard sockets, two USB ports and an extension wire, all stored in a charger the size of a smartphone. The gadget allows travellers to charge multiple devices from a single wall socket unit.

"Based on our research and feedback from clients, their frustration when they travel is having to charge their multiple devices. Some bring extension plugs but it's bulky and the wire is messy and obstructive, and they do not have USB ports. Our USB Traveller Plug is small and compact; there is an extension wire that can be coiled, and the universal socket can be used in any country. With the USB ports you don’t need to bring another USB adaptor, thereby cutting down on your items to bring and weight," he said.

Chia spent a year doing research, getting user feedback and tweaking the product to get it right. The plug has been launched at the Singapore Gifts Show 2014, and he hopes to add to his corporate orders. He has already signed up corporate customers and have patented the design in Singapore and China, and is applying for more patents in other countries.

According to Chia, the plug is in production now and will be available for sale around end-August at the Qoo10 online retail site as well as at other retailers. Reservations are accepted by emailing sales@tredan.com.sg.

SilverNeedle Hospitality rolling out enhanced hotel sleep experience for travellers

Source: SilverNeedle Hospitality

SilverNeedle Hospitality, an integrated hospitality investment, management and development company, is rolling out the SilverNeedle DreamWeave Sleep System to help guests sleep better. The company will introduce the DreamWeave Sleep System to all new hotels joining its network in the midscale to luxury segments, and over time, to existing properties in these segments.
 
“SilverNeedle Hospitality’s mission is to make business life better and we know sleep is serious business for our guests,” said Iqbal Jumabhoy, Managing Director and Group CEO of SilverNeedle Hospitality. 

“Thus, we want to provide the best sleep experience so that our guests can be refreshed to take on the next day, whether they are on a holiday or business trip.” Consisting 300 mm high quality pillow-top mattress with gel-infused memory foam allows sleepers' spines to maintain their natural alignment, thanks to the five-zone spring’s unique continuous coil design that conforms to the guests’ body shape. The design also provides firm yet comfortable support while minimising partner disturbance.

The mattress’s sleep surface comprises the newly developed DreamFoam with a super fine structure that makes it more breathable than regular bedding foams, reducing heat build-up. The mattress is also treated to maintain hygienic freshness. Complementing this top-quality mattress are Egyptian Cotton 300 thread count per inch linens and a selection of premium pillows.

SilverNeedle Hospitality currently operates more than 60 managed and licensed properties with three properties under development, together accounting for more than 4,000 keys in Asia Pacific.

The company manages, leases, licenses and franchises hotels under the following brands: the luxury SilverNeedle Collection in Southeast Asia, as well as the upper upscale NEXT Hotels, upper midscale Country Comfort, and upscale Chifley accommodation. Australis and Sundowner are also part of the SilverNeedle Hospitality umbrella. 

Headquartered in Singapore, SilverNeedle Hospitality has regional offices in Bangkok, Sydney and Bangalore.