9 OTA diversions which ruin your profits

After years of working on the OTAs, today I can update the many tricks they use which directly affect the profits of your hotel. These tricks are much more than simple “gimmicks”. They are, in fact, actual diversions to the detriment of your income and to the benefit of themselves. The OTAs have virtually unlimited budgets and overwhelm you with…

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The truth about AirBnB competition

I am frequently in contact with hotel owners and I hear too often phrases like: “AirBnB is stealing all our customers! “ “It is unfair competition! “ “They do not have the same expenses as the hotels! “ Etc. With a few exceptions, hotels are extremely angry about AirBnB. For those who read me regularly, you know that I love…

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Is your Cardex helping you to save time?

Independent hoteliers often complain about not having enough time to accomplish certain tasks which they nevertheless consider to be very important for the future of their hotel. Indeed, between upgrading to comply with safety standards, classification, marketing, “special” guests, equipment and logistics problems in the hotel, accounting, human resources, appointments with suppliers, etc., it is simply and physically difficult and…

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Is Guest Experience the future of hotel marketing?

Is the guest experience the future of hotel distribution? Martin Soler, a friend and close collaborator, recently told me about an article which had generated quite a storm and lead to some polemical discussion in the hotel world: https://www.tnooz.com/article/give-distribution-to-otas-focus-on-guest-experience/ In the article, David Turnbull (co-founder of the SnapShot company) states: “If I was starting a hotel from scratch, I’d give all…

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20 Relevant Facts about Customer Service

I recently read an interesting study regarding the impact of good client management on business. Following some research, I discovered the source of the study: an article listing 75 facts about customer service. Some of these facts seemed fascinating to me, while others struck me as less pertinent to the hospitality industry. Thus, I have prepared for you a brief…

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What does the future hold for guest-hotel relationships?

More and more, we hear people talking about “guest relations,” “following the customer journey,” “Big Data,” “CRM,” and so on. But what do all of these concepts mean and how should you respond? Do independent hoteliers necessarily need to address these subjects specifically? Is there a risk, however remote, for those who don’t do so? Today, it appears obvious that…

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Understanding Guest Experience and Loyalty

Delivering great guest experience leads to loyalty and while rewards systems, points and discounts can help they aren’t the natural way to build guest loyalty. At Experience Hotel we work with hundreds of hotels to help them with technology and tools to improve guest experience. We’ve worked with hotels for most of our professional lives and came to notice that…

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