New eviivo survey data reveals that today’s travelers overwhelmingly favor fast, frictionless digital communication when interacting with accommodation providers.
Between August and September 2025, eviivo conducted an online, random sampling survey of 430 travelers worldwide.
The results show that the majority (58%) prefer to communicate via SMS, WhatsApp, or email links for quick and easy exchanges.
Direct human contact also remains valuable. 25% of respondents would opt to speak directly with a person, as long as any required follow-up is prompt.
Meanwhile, 13% prefer to communicate through OTA or major hotel chain apps – particularly as a way to earn or maintain loyalty benefits – and just 4% say they want to download a property’s own mobile app or scan a QR code in order to communicate with their accommodation provider.
Overall, the findings show a clear trend: guests prioritize convenience and immediacy above all. This underscores the need for streamlined, user-friendly digital channels in modern guest communication.
eviivo Suite’s award-winning Guest Manager feature set enables property managers, hoteliers and hosts to manage WhatsApp, SMS and email communications with guests from a single, unified inbox. The inbox integrates text and email conversations, messaging from Booking.com, Airbnb, Expedia, Vrbo and direct bookings, as well as transcripts of website interactions handled by eviivo’s 24/7 AI Concierge.
Guest Manager also streamlines guest communications through AI-suggested replies, ‘Quick Response’ templates, and instant multi-lingual translations, giving users complete messaging visibility while reducing response times and manual workloads.
Recognized as “Guest Engagement Innovation of the Year” at the 2025 TravelTech Breakthrough Awards, Guest Manager was praised for “bringing everything into one place, reducing response times, simplifying operations and allowing property managers to focus on what matters most: their guests.”
To learn more, please visit eviivo’s Guest Manager page.