Experience Hotel Blog

Dear hoteliers, I recently spoke with Anja Poser, Sales Manager at Apart’hôtel Ajoupa, Aparthotel Vieux Nice, Hôtel du Centre and Hôtel de France Nice, all very beautiful hotels in the center of Nice filled with conviviality, simplicity and generosity. AMMI’s establishments were recently listed in the Top 8 Hotels in Nice on Tripadvisor, and are leaders in customer satisfaction on most websites. As you can imagine, we had a long conversation about that! But what…

Dear hoteliers, Recently, I read a fantastic article written by a hotel consultant who explained that CRM tools are one of the worst things ever to be used in the hotel industry. I found his article relevant, intelligently written and totally appropriate to what he had experienced. Indeed, what he relates, from his personal experience, represents the worst use of CRM ever imagined in a hotel! Which brings up an important point: often, the problem…

Dear hotel owners and managers, Today, I’d like to talk to you about the various levers that affect the customer journey, from the initial idea of the stay to the time after the stay. Thomas Yung, e-reputation consultant and manager of Artiref and My Hotel Reputation, is co-writing this article with me. We have pooled our expertise to identify 41 factors to understand and remember throughout the 11 stages of the customer experience in the…