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What Comes After Millennials – Is Your Hotel Ready For Gen Z?

by June 27, 2017 12:16 pm , Leave a comment

It’s safe to assume that, in the last few years, the word “millennials” became a staple in everyone’s vocabulary. Especially when it comes to hospitality and travel, gen Y, as they are also called, is still a pretty hot topic.  Accommodations all over the world are striving to change and adapt, in order to fit the needs and expectations of millennials. After all, they are the largest cohort in history. But, as a wise man once said, the only constant in life is change, so it should come as no surprise that millennials are already becoming a thing of the… read more »

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Weekly Roundup #25: Travel, Tech and Social Media

by June 23, 2017 12:31 pm Leave a comment

Week 25/2017 Happy Friday, dear readers! Welcome back to our blog, for another Weekly Roundup! Let’s not waste any time before we head into the beautiful, summer weekend and go through a quick recap of this week’s news and stories. We hope you enjoy the read and, if you want a daily dose of news and stories, we recommend checking out our social media accounts: Facebook, Twitter, LinkedIn, Google+ and Instagram! See you next Friday, have an amazing weekend! Industry News Booking.com expected to resume activities in Turkey: After being banned from Turkey at the end of March, with the… read more »

customer feedback

How to Achieve Organizational Change through Customer Feedback

by June 20, 2017 8:01 pm Leave a comment

Organizational change CAN be achieved through customer feedback, that is why hotels must look into ways to collect information from your guests. Everyone who stays in your hotel should be presented with ways that enable him or her to give feedback, because the feedback you received helps to improve the customer experience. This article will take you through the entire process of asking for feedback. It will teach you many useful things that will prove to be efficient now and in the future. #1: Encourage Customer Feedback A guest experience survey is something you give to each one of your customers. It… read more »

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Weekly Roundup #24: Travel, Tech and Social Media

by June 16, 2017 9:33 am Leave a comment

Week 24/2017 Happy Friday, everyone! You know why you’re here: our Weekly Roundup is the perfect way of ending the week and here you can get your fresh dose of news and stories from the hospitality industry. As usual, we have selected the best and most interesting ones, so make sure to take a look and enjoy the read! Until next week, we wish you a great, sunny weekend! Industry News Our company was acquired by Recruit, the Leading Japanese Internet and Media Group: Let’s start with that piece of news that was the most relevant and exciting for us… read more »

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Weekly Roundup #23: Travel, Tech and Social Media

by June 9, 2017 10:16 am Leave a comment

Week 23/2017 Hello once again and happy Friday! Welcome to a brand new Weekly Roundup! As usual, we gathered the most interesting news and stories that were published this week, so feel free to take a look, scan the headlines and go through the extended articles. We hope you enjoy the read and we’ll see you again next week, same place, same time. Until then, if you want to get daily updates and insights, you can follow our social media accounts: we are on Facebook, Twitter, LinkedIn, Google+ and Instagram! Have a lovely weekend! Industry News Sofitel Dubai Wafi to… read more »

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Top Hotel Restaurants to Check out During HITEC 2017

by June 8, 2017 10:00 am Leave a comment

If you’re attending HITEC 2017 in Toronto, there’s a good chance you’ll want to know the good spots nearby to grab a great breakfast, lunch, dinner, or drinks. That's why we scoured our database of online reviews to bring you the five highest rated hotel restaurants near the convention center that offer a unique and delicious meal. Whether you want to impress a potential business partner or have a great place to eat with your team, these places all come highly recommended.   1. Making Waves Boatel This charming floating hotel is located in the center of downtown Toronto and offers an… read more »

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Weekly Roundup #22: Travel, Tech and Social Media

by June 2, 2017 9:39 am Leave a comment

Week 22/2017 Hello, fellow readers and happy Friday! Once again, we welcome you to our Weekly Roundup! You know why you’re here: you can take a look at the most important and interesting news that have surfaced the media this week and go through a quick recap before you wander off into the weekend! So enjoy the read and we’ll see you next Friday! Industry News Booking.com hopes to soon list private rooms across Japan: It seems that Booking.com is hoping to book a spot in listing private lodging available for travelers across Japan. Gillian Tans, chief executive officer of… read more »

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How to make your hotel’s social media a source for travel inspiration (II) – Instagram & Pinterest

by May 30, 2017 10:07 am , Leave a comment

In our previous post, we began to dive into social media and how you, as a hotelier, can transform it into a source for travel inspiration. More specifically, we talked about how you can optimize your hotel’s Facebook and Twitter profiles, in order to make sure that they appeal to travelers and are going to be a reason for them to choose and book your hotel. Now it’s time to explore two more social media channels with very high levels of popularity: Instagram and Pinterest. Slightly different from Facebook and Twitter, these platform are all about visuals. Looking back in… read more »

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Weekly Roundup #21: Travel, Tech and Social Media

by May 26, 2017 10:18 am Leave a comment

Week 21/2017 Greetings, everyone and welcome back on our blog, for another Weekly Roundup! As usual, we gathered every single piece of information that is of interest to us and the travel industry, so make sure to take a look at the headlines! And if you want daily updates and news, don’t forget to follow our social media accounts: Facebook, Twitter, LinkedIn, Google+ and Instagram! Until next Friday, have a lovely weekend! Industry News Best Western buys Sweden Hotels in latest consolidation move: Our clients from Best Western have recently completed the acquisition of Sweden Hotels, a collection of 59… read more »

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How to make your hotel’s social media a source for travel inspiration (I) – Facebook & Twitter

by May 23, 2017 9:55 am , Leave a comment

When it’s a well known fact that social media validates a brand and increases its awareness, are you sure that you are making the most out of your hotel’s social media presence? Social media allows hoteliers to bring their business forward, to advertise its strongest suits, and to communicate with travelers and/or guests, in the easiest possible way. This can result in increased bookings and ultimately, more revenue. So we’ll be talking about the most important things that you have to keep in mind when launching your hotel’s profile on Facebook and Twitter. Also, keep an eye out for our… read more »

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2016 Year in Review: Looking Back at TrustYou’s Best Year Yet!

by January 17, 2017 9:17 am Leave a comment

As we shake off the holidays and kick start a new year, we’re excited to look back at some of the highlights from the past 12 months and take a quick peek ahead at the trends 2017 will bring! From welcoming new partners and investing in employees to better support our growing client list, to launching dozens of new, much anticipated, features and three new products that made our platform even more powerful, it’s been a busy year!   Here’s a quick snapshot of some of our proudest moments:   2016 was a year of growth and innovation. We took… read more »

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What Hotels Can Learn from Amazon Go

by December 13, 2016 10:00 am , , Leave a comment

Last week, online retail giant, Amazon, wowed the internet community when they released this preview of their new shopping innovation, Amazon Go. The concept is a “Just Walk Out” shopping model that allows customers to buy what they need without having to stand in a checkout line. The news filtered through most major news outlets, all with the collective opinion that Amazon was changing retail stores as we know them today. While the technology can be complicated, most critics agree that customer demand for this type of shopping experience will rise. But why does this shake-up in the retail space also important for… read more »

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How Hotels Can Increase Guest Survey Response Rates

by November 29, 2016 10:00 am , Leave a comment

Guest feedback is essential to any service-based business, so it’s no surprise that hoteliers are always looking to encourage guest reviews via guest surveys. Reviews offer unparalleled insight to your guests’ experience. If you want to increase your guest survey response rates, take the time to reduce barriers to entry and increase efficiency. From post-stay emails to incentives, there are a few easy-to-implement ways to get the most out of your efforts.   Make it Simple and Easy   First, hotels should remove as many barriers to entry as possible for guest survey responses. Guests are far less likely to leave… read more »

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[Inforaphic]:宿泊客との会話メッセージを分析・図解

by November 21, 2016 3:46 pm Leave a comment

お客様とのコミュニケーションは、ますますデジタルやモバイルに移行しており、メッセージング・サービスを通したホテル・スタッフと宿泊客との関わりも増加の一途をたどっています。こうしたコミュニケーションを記録し、お客様のセンチメント(感情)を分析することで、お客様のコミュニケーション・スタイルや行動を明らかにし、お客様がどう感じているかをより詳しく、正しく理解することができるようになります。 そこでTrustYouでは、独自の最新解析アルゴリズムを使って1万件のメッセージを分析。役立つ、価値あるこれらのメッセージの内容を分かりやすく図解しました。下記のインフォグラフィックは、TrustYou Messagingをお使いの宿泊施設様とその宿泊客との実際のやり取りをまとめたものです。 リアルタイム・メッセージングを使ってお客様の声を把握するには そこでTrustYouでは、独自の最新解析アルゴリズムを使って1万件のメッセージを分析。役立つ、価値あるこれらのメッセージの内容を分かりやすく図解しました。下記のインフォグラフィックは、TrustYou Messagingをお使いの宿泊施設様とその宿泊客との実際のやり取りをまとめたものです。     滞在中、定期的に宿泊客とコミュニケーションをとることで、宿泊客がどう感じているか詳しく知ることができます。昨今、コミュニケーション手法は、よりモバイル重視になり、電話や直接会って話す機会は減っています。 TrustYou Messagingは、テキスト(SMS)やFacebookメッセージ、Eメールを通じてお客様と会話をするツールです。リアルタイムにお客様とコミュニケーションがとれれば、お客様の滞在中その場でホテルのサービスを改善できるだけでなく、満足したお客様からの良いクチコミを期待することもできます。今すぐ、14日間の無料トライアルを始めてみませんか?

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The Top 10 Best Places to Stay in NYC Over the Holidays

by November 8, 2016 10:00 am , Leave a comment

Each year, New York City transforms itself into a holiday wonderland; its storefronts are the subject of movies and it's Christmas Tree is world renowned. And despite Christmas Creep seemingly taking over before trick or treaters have inventoried their Halloween haul, the holiday season really kicks off in New York City with the Macy's Thanksgiving Day Parade. For those folks looking to take in the parade, from marching bands and Woody Woodpecker, through to the iconic visit from Santa Claus, identifying the best places to stay in NYC can be intimidating. After all, New York City has nearly 300 hotels to choose… read more »

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Event Recap: Travel Tech Leadership Summit + Oktoberfest!

by November 3, 2016 3:09 pm Leave a comment

On Thursday, September 29, 2016, over 30 leaders from travel, hospitality, and technology sectors arrived at TrustYou's Travel Tech Leadership Summit in Munich, Germany for a day of conversation and collaboration. The 3rd annual Leadership Summit presented by TrustYou was held during Munich's most popular event of the year, Oktoberfest! In true Bavarian tradition, the summit began with a Weißwurstbreakfast, where TrustYou co-founder Jakob Riegger tapped the keg for the attendees to enjoy, while fellow co-founder Benjamin Jost greeted the attendees and kicked off the day's sessions.   Immediately following, PhoCusWright founder Philip Wolf began a moderated, educational session with his co-presenters from Google,… read more »

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How to Use Reputation Management to Influence Hotel CapEx

by October 26, 2016 10:41 pm , Leave a comment

Introduction to Hotel CapEx   Hotels have a lot of options when it comes to allocating capital expenditure, or CapEx, budgets each year. Without proper data and research, it’s nearly impossible to choose the most impactful improvements that will maximize return on investment. Hotels that take the time to analyze their existing data, i.e. guest reviews, have the the opportunity to choose the best projects. Here’s how you can use reputation management to allocate your hotel’s CapEx.   What is a capital expenditure?   A capital expenditure is either a newly purchased asset or an investment in a current capital… read more »

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Hotel Case Study: How One Hotel Group Leveraged Guest Feedback to Increase Bookings

by October 19, 2016 10:00 am , Leave a comment

Three years ago, Petit Palace Hoteles, a young, modern hotel chain located in Spain, made the decision to utilize guest feedback to improve guest experiences, increase the number of returning visitors, and boost the number of direct bookings. In late 2013, Petit Palace Hoteles partnered with the world’s largest guest feedback platform, TrustYou, and the results have been nothing short of remarkable. To start, some of Petit Palace Hoteles 31 properties, increased revenue up to 200% with increased reputation scores and visibility. To achieve this success, the hotels integrated guest feedback into every stage of the guest journey with the… read more »

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Back to Hotel Basics: Service Recovery

by October 18, 2016 10:00 am , , Leave a comment

When a hotel services tens of thousands of guests each year, complications are bound to arise. As the old adage goes, an ounce of prevention is worth a pound of cure.  No hotel is perfect and complaints pop up despite the best of intentions.  Service recovery, or how a hotel handles these issues, can make or break subsequent ratings and reviews.   Be One Step Ahead The best way to provide a positive on-site experience is to stay one step ahead of potential problems. One way to do this is by monitoring feedback and common gripes to find solutions preemptively and train staff… read more »

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Win Direct Bookings with Post-Stay Feedback

by October 12, 2016 9:00 am , Leave a comment

In our ongoing blog series, we have already discussed how hotels can drive direct bookings during the search and booking and onsite experience phases of the guest journey. To help complete the cycle, we will continue with strategies that impact post-stay feedback. Did you know that nearly half of a hotel’s published online reviews are solicited from the hotel itself? While this may be a lot of work for the hotel, the end result is well worth the effort. Solicited guest reviews are positive 81% of the time and result in 8% higher scores for the hotel. Therefore, hotels should make… read more »