Hotel Loyalty is Dead…or is It?

Back in 2016, I first took a closer look at loyalty, ultimately asserting that hotel loyalty is dead. Well… not dead, but rapidly evolving, with points and redemption models failing to impress the modern traveler. After nearly two years of healthy debate with numerous hoteliers on this topic, and some alarming new research from McKinsey, … Read more

Google Claims Customer Service More Important Than Loyalty Programs

Toby Berger is the General Manager of Revinate APAC in Singapore. Previously, he held management roles with market-leading brands including Google and Expedia. Loyalty programs have long been considered a necessary part of a hotel’s marketing and revenue strategy. However, a recent data report presented by Google identifies the customer experience as more important than … Read more