Consumers and hospitality: 2024 in review

Discover the key industry issues identified in our consumer research series this year in this in-depth 2024 review.

Despite 2024 remaining another challenging year for both consumers and the hospitality industry, it’s not all doom and gloom.

Consumers continue to recognise the important roles their favourite pubs, bars and restaurants play in both their social lives and their local communities, and are still keeping eating and drinking out on their list of priorities – despite cost-of-living pressures.

In this review of our 2024 consumer research series, we explore the top factors influencing guest behaviour amidst the cost-of-living crisis, as well as the opportunities, and challenges, these present for hospitality businesses; from the importance of avoiding points of friction during the customer journey, and getting your hospitality fundamentals right, to how loyal guests are to their favourite hospitality brands and the factors causing guests to not honour their bookings. Discover all of this, and more, with insights from 5,000 GB consumers.

Key findings from our 2024 consumer research series
The three big hospitality challenges, and opportunities, of 2024 – loyalty, no-shows and service inefficiency
Why hospitality still matters to consumers
Five ways hospitality businesses can better meet consumer expectations in 2025 and beyond