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…
Dear hoteliers, Today, we are going to talk about the Unified Data Repository, also called UDR or Data Management Platform by our Anglo-Saxon friends.…
Dear hoteliers, Today, we are going to talk about artificial intelligence in the hotel industry. Lately, I have noticed that discussions and feelings get…
Dear hoteliers, I haven’t written for over two months because, like you, I’ve been wrapped up in this totally unexpected situation. I’ve had to channel all my efforts into managing things and making sure we can still operate once the crisis is over. In the past two months, I’ve held many meetings, taken part in webinars and discussed the situation with dozens of hotel industry professionals. I’ve also gleaned ideas which have been used to…
Dear hoteliers, For years, monitoring guest satisfaction has ceased to be a complicated matter. You can analyse your guests according to a set of…
Dear hoteliers, Some time ago, I was at a meeting with a hotel group just to catch up with them. Regarding their history and…
Dear hoteliers, Three years ago I published the top 20 best services to provide in your hotel ( http://blog.experience-hotel.com/twenty-services-that-your-hotel-needs-to-have/ ). However, today we live in an era of hyper-personalization. Impersonality is no longer fitting; so an update is required. Customers more than ever expect to receive services that meet their needs and expectations. Satisfying them is not only especially rewarding but also a promise of a prosperous future. Here is a tool for you to…
Dear hoteliers, Around one month ago Google launched its “Interpreter mode”, available on Google Assistant. Although the tool isn’t ideal yet, it heralds a…
The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market…
Delivering great guest experience leads to loyalty. But while rewards systems, points and discounts can help, they aren’t the natural way to build guest loyalty. At Experience Hotel we work with hundreds of hotels to help them with technology and tools to improve guest experience. We’ve worked with hotels for most of our professional lives and came to notice that hotel marketing works best when hotels deliver incredible service. When we built Experience Hotel we…