There has been a great deal written about how more and more people use mobile devices to book both air travel and make hotel reservations. There is little doubt that the proliferation of mobile devices within the travel ecosystem is increasing year over year. A Phocuswright research study in 2016 which focused on the mobile landscape outlined that travelers turn to their smartphones when deciding where to go, choosing travel products, during their trip and for sharing experiences. In another report from Phocuswright called Chat, Shop, Buy, released in April of 2016, researchers analyzed how travelers were using their phones at a granular level. Over 28% of survey respondents use their device to message the hotel to say "thank you, 20% used their device for room requests, and 19% used their device for mobile check-in and out.
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