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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An analysis of where cancellations come from

Recently, a friend of mine shared a series of highly interesting analyses that he had carried out on the percentage of canceled bookings and their relationship to a reduction in average rates for certain hotels. As I found his observations extremely relevant, I then discussed the topic with dozens of hotel managers and all, without exception, commented that they had…

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Shedding light on hotel Wi-Fi

My article on the different aspects that can leave guests dissatisfied triggered some lively responses. Many hotels called me to ask a variety of questions and to seek more information about Wi-Fi. The subject is worthy of a more in-depth look, or more precisely, deserves an article in its own right. What factor makes your Wi-Fi a valued, worthwhile tool –…

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The top eight sources of satisfaction and dissatisfaction

The world of hotels and their communications systems continues to evolve. It is becoming extremely difficult to overlook new trends and tools while, in view of recent developments, TripAdvisor has announced that it will improve its systems for detecting fake reviews. As for Booking.com, it is now the most important online platform for guest reviews. No matter what, you need…

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