Dear hotel owners and managers, I know that 95% of people mix their online reputation and guest satisfaction analysis. I did the same thing myself for years. It was only when I started digging into the subject that I realized that this was a huge mistake. Since the dawn of time, we’ve been told that we need a single percentage to track our satisfaction rate. This is not true! My thinking comes from my work…

Dear hotel owners and managers, The title says it all! Today we’ll be discussing the cancellation policies for direct bookings versus Booking.com. With the current situation, this subject is taking on even more importance since, every day, many travelers are forced to cancel their bookings due to the global health crisis. To provide a complementary and expert perspective, I called upon the knowledge and experience of Julie Palisse to co-write this article. A specialist in…

Dear hoteliers, Many of you have asked me if points cards are an effective method to increase the loyalty of your direct hotel customers. Unless you are a known chain that owns hundreds of hotels around the world, my answer is: no. Of course, the title of my article is meant to be humorous: Booking did not change its loyalty program overnight! I just wanted to highlight the fact that the largest distributor with unlimited…

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