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 to analyze and get to the bottom of things. Also, I asked myself this question:…
More and more, we hear people talking about “guest relations,” “following the customer journey,” “Big Data,” “CRM,” and so on. But what do all…
Here’s a question that crops up very regularly: what do your guests really expect? If we could read their minds, what the heck would…
Let’s discuss the dream of hoteliers everywhere: to make their guests loyal to the property directly, and to free themselves from the yoke of the OTAs. Is this a readily achievable goal, or is it a pipe dream? At present, I don’t see any way to remove the OTAs from the equation entirely and only take direct bookings. Nevertheless, this does not mean that you can’t achieve significant improvements in terms of your guests’ loyalty…