Hotel guests are increasingly turning to mini bars, room service and grab-and-go kiosks for their drinks as they become more sharply focused on hygiene, a new report from Nielsen CGA reveals.

The 2020 Hotel Beverage Study’ provides deep insights into major changes in consumers’ engagement with hotels in the US since the start of the COVID-19 pandemic and dives into what consumers will be looking for in their future hotel experiences — especially in their approaches to drinking. It shows:

  • Two thirds (67%) of hotel users say the pandemic has had, or will have, an impact on which hotels they stay in
  • Two in five (42%) guests are using grab-and-go kiosks more than they did before COVID-19. Nearly as many guests are making more use of room service (37%) and mini bars (36%)
  • More than a third (38%) of consumers are likely to visit luxury hotels over the next 12 months—a sharp increase on the pre-pandemic level of 29%, and a sign that a desire for high standards of cleanliness is driving people towards more premium choices
  • Menus remain an important factor in decision-making, with 43% of guests citing the quality of food and drink options as very important.

The in-depth report, based on Nielsen CGA’s survey of 5,000 consumers, uncovers opportunities for hotel operators and suppliers to grow drink sales. It reveals which drinks categories and brands are most popular across 37 leading hotel brands in the US at the moment, and shows how suppliers can identify potential targets for menu listings.

Matthew Crompton, client solutions director at Nielsen CGA, says: “The hotel channel is still facing stiff challenges with international and business travel massively reduced, so hotel groups really need to understand what local and domestic visitors need from their stays. More than ever, hotel groups need robust evidence for the important assortment and pricing decisions they are making, and the suppliers who can offer these tailored, fact-based insights will be the winners now and beyond this challenging period.”

To discover more about Nielsen CGA’s 2020 Hotel Beverage Study and how it can help both operators and suppliers sharpen marketing and grow sales, click here or email


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