In my daily conversations with hoteliers, I often hear about the same challenges and concerns that affect both large hotel chains and small individual boutique hotels. On the one hand, it is about the distribution and optimization of existing vs. new customer business and, on the other hand, awareness is constantly increasing that the goal … Read more
What are some of the reasons why guests choose to book with an online travel agency (OTA) over a hotel’s website? According to an August 2016 Phocuswright report, the #1 reason is that OTA websites are easy to use. There is also a widespread consumer misconception that OTAs offer better prices than booking directly with … Read more
We’ve spent a lot of time on this blog explaining topics like the influence reviews can have on hotel bookings and managing your online reputation as a form of digital marketing. But, what we want to cover here is slightly different, and pretty simple. Did you know that the effectiveness of your reviews is actually … Read more
You might know something about your guests, such as when they’ve booked a stay. But beyond confirming their reservation, do you even have the right email address, much less know enough to build personalized marketing campaigns to capture that guest’s attention? Many hotels already have a wealth of guest data in their property management systems. … Read more
For the tens of thousands of hoteliers who use Revinate Reputation, sentiment analysis is crucial for helping them understand which services and amenities are most important to their guests. In doing research for this article, we looked at more than 200 topics extracted from more than 58 million reviews in 2016 and 2017 to understand … Read more
You would think guest engagement is simple. They already like your brand enough to book a room. Now you just need to send them the right messages at the right time and the rest will just take care of itself, right? If that were really the case, hotels would be owning more of the guest … Read more
Howard Schultz famously said, “When you acknowledge your weaknesses and ask for advice, you’ll be surprised how much others will help.” While he wasn’t referring to the hospitality industry per se, this quote likely rings true for hoteliers who strive to create great experiences and rely on feedback from guests. Luckily, today’s hoteliers have access … Read more
Guest communication plays a vital role in the experience your guests have with your hotel. Only communicating with guests when they are on-property is not enough. Rather, hoteliers need to send relevant, timely emails at every stage of the guest journey to improve the guest experience and stay top-of-mind. In this article, we will look … Read more
It’s no secret that guests expect a personalized experience, whether they’re staying in a hotel or choosing a movie to watch on the couch. Every communication you have with a guest should be tailored to them. But first, to connect with your guests and provide them with the experience they want, hoteliers first have to … Read more
Editor’s note: This is part of a three-part series in partnership with Zingle. If you’d like to know more about creating a better guest experience, check out our upcoming webinar, Turn Your Data Into an Amazing Guest Experience. The days preceding guests checking in present hoteliers with a great opportunity not only to get guests … Read more