More and more, we hear people talking about “guest relations,” “following the customer journey,” “Big Data,” “CRM,” and so on. But what do all of these concepts mean and how should you respond? Do independent hoteliers necessarily need to address these subjects specifically? Is there a risk, however remote, for those who don’t do so? Today, it appears obvious that we are at the dawning of a new age in the hotel industry. We have…

Recently, a friend of mine shared a series of highly interesting analyses that he had carried out on the percentage of canceled bookings and their relationship to a reduction in average rates for certain hotels. As I found his observations extremely relevant, I then discussed the topic with dozens of hotel managers and all, without exception, commented that they had noticed an increase in cancelation rates and the uncertainty that this represents for them. I…

The world of hotels and their communications systems continues to evolve. It is becoming extremely difficult to overlook new trends and tools while, in view of recent developments, TripAdvisor has announced that it will improve its systems for detecting fake reviews. As for Booking.com, it is now the most important online platform for guest reviews. No matter what, you need to continue your climb up the rankings: how can you achieve this without checking the…

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