2018 Top Booking Channels Results - Did Consumer Behavior Change?

19 Feb 2019 in

In the past few years, there have been concerted efforts by hotel brands to offer incentives and advertise to consumers the benefits of booking direct. Brands have ramped up their loyalty programs and spent considerable dollars on marketing campaigns. We looked at industry data and compared our own proprietary data to see if we could determine if these efforts have made a difference. Has there been a shift in the way that guests make their hotel bookings?

How to Best Leverage Guest Review Insights Using a Digital Communication Application

14 Nov 2018 in

Hotels are facing an increasingly competitive market. Most trip planners aren’t just looking at price points - they’re reading online reviews before they book a room. There are two strategies you can use to leverage those reviews to improve guest satisfaction and manage your hotel’s brand.

Who Owns Guest Feedback?

28 Aug 2018 in

It wasn’t very long after reviews became the ultimate influence in decision-making for shoppers of products or services that it became a part of our Hospitality industry.

Five Things You Can Do to Prepare for Budget Season

17 Aug 2018 in

It’s business planning time again! Here are 5 things you can do now to get ready:

1. Review the current year

It's budget planning time. How are your guest reviews being managed?

11 Sep 2017 in
It's that time again; business plans are upon us.  As you review your operational scorecard during your planning process, a key component to consider is how your guest reviews and satisfaction surveys are being managed. Are the responses to your guest feedback appropriate, authentic and timely, and within the parameters of brand standards? Will future guests have a positive perception of your hotel based on the responses to guest reviews they read online?

Three Lessons Learned from Marriott Pilot Program

03 Nov 2016 in

When you are a kid in school, testing is not something you look forward to. In fact, for some of us, it can create high levels of anxiety and require many hours of preparation. This was especially true for me as I approached every test with a complex preparation plan that seemed to do little to relieve my anxiety. On test day, no matter how well prepared I might be, I always feared the worst: failure. In this context, we were conditioned to believe that testing had just one outcome – either success or failure.

Your Most Powerful Hotel Review Response Tool

20 Oct 2016 in

When online travel agencies (OTAs) and other third-party booking channels empowered past guests to judge their stay experiences with a star rating, hoteliers had to pay attention. Then guests shared photos and wrote reviews, and hoteliers had to get involved. This evolution has, in turn, shifted the way we do business by changing the paradigm from hotels controlling the message to the consumers controlling the dialogue. This dialogue can ultimately decide the success of a hotel.  So, as a hotelier, what can you do?