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 their power. Yet, many hotels succeed in reining them in and do very well. The…

The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market has started to turn more towards Guest Experience Marketing than to the traditional Direct Booking strategy. But should you only focus on the Guest Experience? If yes, are we then witnessing the twilight of direct booking? Here is a brief comparison of these two strategies and my personal conclusions. Happy reading!…

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 compilation of the most relevant of these facts. Since these are general statements, it is…

For the past two years, I’ve heard hoteliers complaining about Airbnb, calling it “unfair competition” and “a disaster for the hotel industry”. But yesterday, for the first time, one of my hotelier friends brought up a pertinent question: What if the future of independent hotels is on Airbnb? Shocking, isn’t it! And yet it’s a legitimate thought. When I asked about his experimentation over the past few months, I found his responses and various observations…

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