Research unit
Lead researcher
Emilie Marcil, research professional
Research Assistants
- Camille Paquette (ITHQ)
Partners
Association hôtellerie du Québec (AHQ)
Period
July to September 2025
Description
In response to the rise in homelessness in Québec and the recovery of the hotel industry, the Association Hôtellerie du Québec has commissioned the ITHQ team to analyze the impact of homelessness on the experience of both tourists and hotel staff.
The project sought to determine strategies to improve the sector’s capabilities. The research methodology included consulting data from the AHQ, benchmarking Québec and international initiatives, as well as a qualitative survey conducted with establishment managers to gain insight into their perspectives and the evolution of the issue.
An analysis of the online comments added to the overall picture, enabling an understanding of tourists’ perceptions and the potential impacts on the customer experience. The findings of this study have led to the formulation of concrete courses of action aimed at promoting constructive dialogue between the hotel industry, social actors, and public decision-makers in order to address this reality.
Funding sources
AHQ
Keywords
Homelessness and hospitality, visitor experience, Québec hotel sector, hotel management, social issues, managerial challenges
Any questions?
514-282-5115
or toll-free at 1-800-361-5111, ext. 5115