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Guests

We meet guests’ many and varied expectations

We bear a special responsibility towards our guests. To these people, travel is of extreme emotional and material importance, as well as associated with a particular need to feel confident, safe and secure. We wish to respond in a creative manner to the many and diverse expectations of our guests. We treat our guests as people who have a zest for life and are enthusiastic, interested, contact-loving and who are prepared to take the natural environment and their fellow travellers into consideration. We wish to respond to such qualities and promote such attitudes.

Gastronomic offer Yoummi

Guest diversity (arrivals)

Arrivals
2019
in %
2020
in %
2021
in %
TOTAL
361,592
100.0
212,186
100.0
270,070
100.0
Switzerland
251,254
69.5
184,071
86.7
239,006
88.5
Europe
65,656
18.2
22,651
10.7
26,832
9.9
Asia
28,810
8.0
3,624
1.7
1,668
0.6
North America
9,474
2.6
980
0.5
1,662
0.6
South America
2,483
0.7
295
0.1
450
0.2
Africa
2,192
0.6
404
0.2
335
0.1
Australia
1,723
0.5
161
0.1
117
0.0
Arrivals
2020*
in %
2021*
in %
TOTAL
212,2
100.0
270,0
100.0
Switzerland
184,1
86.7
239,0
88.5
Europe
22,6
10.7
26,8
9.9
Asia
3,6
1.7
1,7
0.6
North America
1,0
0.5
1,7
0.6
South America
0,3
0.1
0,4
0.2
Africa
0,4
0.2
0,3
0.1
Australia
0,2
0.1
0,1
0.0

* in thousands

Average length of stay (overnight stays)

The average stay shortened to 2.09 nights (previous year 2.29). The length of stay for guests from South and North America and Africa rose notably over the previous year, however it was down for all the other markets of origin.

Top 7 countries (overnight stays)

2019
in %
Top 7
88.9
Switzerland
70.2
Germany
8.0
South Korea
3.5
France
1.9
USA
1.9
United Kingdom
1.9
Italy
1.4
2020
in %
Top 7
96.2
Switzerland
86.1
Germany
6.1
France
1.3
United Kingdom
0.9
South Korea
0.8
Italy
0.6
Netherlands
0.4
2021
in %
Top 7
96.5
Switzerland
87.8
Germany
5.3
France
1.4
Italy
0.7
USA
0.5
United Kingdom
0.4
Spain
0.4

Similarly to the previous year, the markets of origin regarding the overnight stays are mainly restricted to Switzerland and the European area. Travel restrictions for guests from the USA were eased towards the end of the year.

Guest segments

Guest segments
2019
in %
2020
in %
2021
in %
TOTAL
736,511
100.0
484,878
100.0
565,433
100.0
Individual guests
335,970
45.6
218,923
45.2
241,990
42.8
Families
156,524
21.3
147,000
30.3
181,068
32.0
Groups
119,557
16.2
65,674
13.5
74,441
13.2
Schools
124,460
16.9
53,281
11.0
67,934
12.0
Guest segments
2020*
in %
2021*
in %
TOTAL
484,9
100.0
565,4
100.0
Individual guests
218,9
45.2
242,0
42.8
Families
147,0
30.3
181,0
32.0
Groups
65,7
13.5
74,4
13.2
Schools
53,2
11.0
68,0
12.0

* in thousands

Overnight stays increased over the previous year for all guest segments. The share of individual guests fell slightly as foreign guests stayed away. The share of families, schools and groups, on the other hand, increased slightly.

Members

Categories
2019
in %
2020
in %
2021
in %
TOTAL
75,592
100.0
65,520
100.0
66,419
100.0
Adult
27,096
37.3
25,158
38.4
24,170
36.4
Junior
21,634
29.8
18,546
28.3
19,482
29.3
Families
12,491
17.2
11,808
18.0
11,989
18.1
Senior
6,719
9.3
6,876
10.5
7,285
11.0
Groups
4,652
6.4
3,132
4.8
3,493
5.3
Categories
2020*
in %
2021*
in %
TOTAL
65,5
100.0
66,4
100.0
Adult
25,2
38.4
24,1
36.4
Junior
18,5
28.3
19,5
29.3
Families
11,8
18.0
12,0
18.1
Senior
6,9
10.5
7,3
11.0
Groups
3,1
4.8
3,5
5.3

* in thousands

Membership increased over the previous year by 1.4% to 66,419 members.

Guest satisfaction

2019
2020
2021
Votes cast
18,073
12,690
14,974

Guest satisfaction increased slightly again in the second year of the pandemic in spite of exacting protection concept-related requirements.

2020
2021
Votes cast
12,690
14,974

Guest satisfaction increased slightly again in the second year of the pandemic in spite of exacting protection concept-related requirements.

Key figures

2017
2018
2019
2020
2021
Overnight stays, own hostels
714,455
723,030
736,511
484,878
565,433
Overnight stays including
franchise hostels
791,655
787,794
799,166
527,287
616,869
Total members
84,603
81,932
75,592
65,520
66,419
Registered app users
7,730
13,161
2020
2021
Overnight stays, own hostels
484,878
565,433
Overnight stays including
franchise hostels
527,287
616,869
Total members
65,520
66,419
Registered app users
7,730
13,161