Guest expectations are a moving target. To be able to meet them, let alone exceed them, hoteliers and all accommodation providers must always be innovating their offerings and updating their services. And yes, some hotel updates require months to complete and come at steep prices. But there are also always fast fixes that can take a hotel a long way on a tight budget. So even if you’re not currently able to redo all the bathrooms, for example, it’s still a good idea to do whatever you can now, today, to increase the perceived value of a stay at your property.…

Looking for ways to boost efficiency while improving your guest experience?

“Luxury has to redefine itself to stay relevant. By 2022, two-thirds of luxury hospitality will be experience based.” This forward-looking statement, given by the president of the International Luxury Hotel Association (ILHA), Barak Hirschowitz, and published in ITB’s 2017/2018 trend report, speaks to a major transformation in what we know as luxury hospitality. Today’s affluent consumers, especially those belonging to the millennial generation, are “global, digital, and discerning,” says Hirschowitz. Instead of products, these hotel guests are looking for memorable moments, experiences that are, among other things, unique and exclusive. While this shift may pressure luxury brands to innovate their…

Is a loyal hotel guest more valuable than a first-time hotel guest? Tricky question. The inherent rules of hospitality would say no: All guests are equally valuable to the hotel. But what do the economics of loyalty say? The economics of loyalty Retaining existing customers costs less — and has higher profit margins — than attracting new customers. An article published in Harvard Business Review, while conceding variation across different industries, pointed out that “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” Research done by net-promoter-score inventor Frederick Reichheld of…

Does your hotel breakfast have all the right stuff to satisfy your guests?

Know your guests How well do you know your guests? What about the travelers who could potentially become your guests? To optimise your hotel profile so it gets more visitors and drives more bookings, you need to know your audience—where they come from, why they’re traveling, how many nights they typically book. Because in the hotel industry, metasearch marketing is like fishing: you have to use the right bait. The Visitors’ Profile feature on the PRO package can tell you exactly what types of travelers are looking at your profile—so you know exactly what content will attract them most. If…

A surprise and delight approach to guest experience often has a bigger impact on reputation management than any other tactic. Why? Because it prompts others to speak on your behalf through glowing reviews. And, as we all know, word-of-mouth is the best form of advertising. In this article, I’ll explain what this really means and tell you how you can prompt guests to start talking about your hotel online because of it. Surprise and Delight defined   This is a term associated with going above and beyond the guest’s expectations. Its success lies in employing simple, yet heartfelt gestures that show how you, as a brand, truly…

A couple of weeks ago, I left office life behind for a few days to make the most of a long weekend. While in the land of pumpkin jam and port wine, I had the pleasure of staying at a breathtaking B&B—for the second time around. Nestled in the hillsides of Portugal’s renowned Douro Valley, the oldest commercial wine region in the world, this B&B is something to behold. The view, the wine, the architecture. It’s all very striking.  But there’s something even more notable about this hotel: the hospitality. Perhaps that’s just the effect Portugal and its people have on you.…

Every month the trivago content team rejects hundreds of images submitted by hotel managers. Why? It’s two fold. First off, the photos fail to meet our quality standards. Secondly, it may sound cruel, but no image can be less damaging than a bad image. So instead of risking it, consult our simple tips for better hotel photos and learn how to upload photos to your trivago profile that will not only be approved, they’ll sell your property. We’re using  the acronym CLEAR, so that it’s easy to remember. Feel free to write it on a post-it note and tack it…

Think back to the last major purchase you made. Perhaps it was a camera or new mobile. Maybe even a new car. Whatever it was, you probably didn’t buy it without seeing what it looks like first, from every angle. Chances are also pretty good that the product promoted with the best images held your attention the longest, perhaps right into the final stages of the buying process. So why should it be any different when it comes to travelers searching for their next hotel stay? It isn’t. In fact, after location and price, photos play the largest role in…