Why NOT Use Expedia or Booking?
Why NOT Use Expedia or Booking?
(from a LinkedIn post by Joost van Bommel) – https://www.linkedin.com/in/joost-van-bommel/
“First Expedia, now Booking.com stopped sharing guest phone numbers with hotels. Interesting that everyone’s only talking about how to keep messaging guests.
I’m actually more curious about what’s going to come in.
To be fair, as a guest I understand why they did it as it tackles a real security issue.
As a hotel, I understand the frustration. Pre-arrival WhatsApps did more than sell upgrades. They answered questions before guests had to ask. Fewer of those questions ended up at the front desk, usually at the busiest moment.
That’s harder now. Hotels can still email through the OTA inbox of course, but an email gets read a lot less than a WhatsApp. So more guests arrive with their questions still open. Or find other ways to ask them.
And they no longer have a WhatsApp thread with the hotel to reply to. So when they need something (my flight is late, can I check in early, where do I park), they’ll probably google the hotel and tap call.
So prepare for more inbound. If your phone system is connected to your PMS and CRM, every guest who calls can end up with their number on their reservation and guest profile. And hey, that’s the number the OTAs stopped sending.
Yes, yes, yes, I know I’m biased. It’s exactly what we’re building for…”
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The point is…SERVICE!
If you don’t need it, just book and go stay – grab a room, do it yourself!
If you DO want the hotel to KNOW that you are coming, who you are, what the event or reason is, maybe a bit about what you like – King vs Queen for instance – city view vs waterview – business vs vacation – family vs single traveller.
If you have NEVER gotten an early check in, a late check out, a $100 hotel credit or spa credit or restaurant credit – if you have NEVER been treated like a VIP – a room upgrade, special letter of welcome, special treatment of any sort…
it will NEVER happen when you are John in Room 105 – that guy is at the bottom of the barrel
No matter what your credit card company says or how many points you have with the hotel chain or online booking website
VIP SERVICE starts with YOUR GUY, a travel advisor, male or female, who truly looks out for you, takes care of you, lets the hotel expect you, and get ready for you
The Fairmont chain, to use just ONE example, has a separate category, with a separate floor, separate check-in, separate breakfast, separate cocktail and appy hour, separate lounging reading a book, away from the fray.
Next time you are standing in a checkin or checkout line, remember this, there IS another way!
And it ALL starts with your OWN travel advisor, not being a number entered into a computer by a mega company.
Rant over!
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Sound good?
I can Take Care of It for you!
And Make it Amazing!
With some Great Add-ons! LOL
