Experience Hotel Blog
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Guest Database

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A hotel CRM (Customer Relationship Management) states exactly what it does: it manages the relationship you have with your customers. How does it do that? It combines multiple tools and connections to centralize and manage your hotel’s interactions with each of its customers, regardless of the acquisition channel (hotel website, transactional emails, newsletter, social networks, SMS, satisfaction surveys, etc.). Are you lost yet? In order to explain everything more clearly, we will try to clarify…

Dear hoteliers, Many of you manage “a little” more than a hotel. You manage spas, restaurants, vineyards, thermal baths, just to name a few. However, after more than 2,000 meetings with hoteliers, the findings are clear: NONE of them have a centralized customer database. This is rather surprising to me! A hotelier “sells” hotel services and rooms. But when asked what’s the most important thing for improving performance, everyone has their own answer: ●      …

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, We recently decided to interview hoteliers about their feelings and their advice on how to get through this painful period. The results were very interesting, so we are sharing them with you today. Happy reading! Information on this survey The intention was to let hoteliers express themselves as they wished. So our survey did not include any boxes to check. We simply wrote open-ended questions to which each hotelier was free to respond…