Author Archives for Nicholas Scott Johnson


Google Listings Now Feature Messaging

by December 20, 2017 2:19 pm Leave a comment

Travelers can send text messages to hotels directly from their search results. Sending a “Message” is the newest call-to-action in Google’s My Business listing on mobile. Not only is this a free opportunity for you to connect with potential guests, but it is a more important new and direct channel for conversion from Google. Logically, when someone searches for a hotel, they are looking for more information of some sort. In a traveler’s search and evaluation stage, easily answering that vital question “Is breakfast included?” could be the difference between getting a direct booking and losing out: especially in today’s… read more »

[Infographic] Online Booking Trends: Understanding Traveler Behavior

by March 30, 2017 9:04 am , Leave a comment

When it comes to booking a hotel, predicting traveler behavior is difficult. While research studies exist, the facts often remain a mystery to those who don’t have much time to sift through it. With this limited time in mind, we’ve packed the latest traveler behavior research from our new white paper into one convenient infographic. It contains interesting stats such as: 86% of online travelers choose hotels over other accommodation types, 81% of travelers prefer using Google during their travel/accommodation search process, and 88% will sort out hotels from their searches with poor review scores.     All of this… read more »


[Infographic]: An Analysis of Hotel Guest Conversations

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

Engagement is on the rise between hotel staff and guests through messaging services as conversations increasingly move digital and mobile. Recording these conversations opens the door to further insight into the guest journey by analyzing their sentiment to unveil communication attitudes and behaviors. How to Utilize Real-Time Messaging to Monitor Guest Feedback To illustrate some of the potential, collectable insights, we've analyzed 10,000 messages using TrustYou's state-of-the art sentiment analysis algorithms. The infographic below captures a snapshot of the conversations existing between TrustYou Messaging clients and their guests:     Hotels can learn a lot about their guests by communicating regularly with them on-site.… read more »

guest experience

Part 3 of the Hotel Mobile Technology Series: Using Mobile Technology to Improve the Guest Experience

by August 23, 2016 8:28 am Leave a comment

Technology, namely our smartphones, have become an extension of our lives. We use our phones to do just about everything; having the world at your fingertips is really all it’s cracked up to be. So it comes as no surprise that 90% of US travelers use their phones while they travel, according to TripAdvisor. With so many travelers on their phones, there’s a lot of value your property can bring to the guest experience. There are a number of useful ways to interact with your customers when they’re on and off your property. Here are just a few ways you… read more »


Why Do Hotels Want Me To Submit Feedback?

by August 9, 2016 11:00 am , Leave a comment

I am one of those people who always needs to know why I should do something before I am motivated to do it. Question everything: that’s what I have always been taught. So when I am traveling and I receive one of those emails from my hotel asking for my feedback, it makes me wonder: who is going to read this, and what are they trying to get out of it? My first optimistic thought is: “Oh, the staff wants me to write a glowing recommendation about how amazing everything in the hotel is, so that they can impress their… read more »


The Path of One Survey Review: An Infographic for Hoteliers

by March 30, 2016 9:33 am , Leave a comment

There is no single way travelers review their experience at a hotel online. Travelers may be loyal TripAdvisor enthusiasts, post their thoughts on social media, write an email directly to the hotel, or reach out in countless other ways. This leads to a complex environment for hoteliers to monitor where people are talking about their hotel and how these opinions impact potential new guests. The best course of action is for hoteliers to take matters into their own hands and actively encourage guests to write a review about the hotel. This is the first step to unify both where reviews are… read more »

Weekly Roundup

Weekly Roundup: Travel, Tech and Social Media

by January 29, 2016 3:38 pm Leave a comment

Alas, Friday has arrived! It comes time for your usual weekly dose of travel, tech, and social media industry highlights. Lots has happened this week within our ever-changing industry, and we remain here to help hotels make the most informed decisions through our curated list. Happy reading and stop by next week for our next edition of the weekly roundup! Industry News Challenges in Travel Booking 2016: TripAdvisor Isn’t Afraid of Google’s New Products TripAdvisor’s global product senior vice president addresses the giant search engine, Google, comparing the two companies and their relationship. TrustYou Announces Partnership with PLP Tourism and… read more »

Weekly Roundup

Weekly Roundup: Travel, Tech and Social Media

by August 28, 2015 10:26 am Leave a comment

Is August really over? We’re enjoying the last few days of sun here. There’ve been some pretty cool developments like Think with Google’s Travel Dashboard. Before you take off for the weekend, make sure you haven’t missed any industry news in our Travel, Tech, and Social Media Weekly Roundup. Happy reading! Think with Google: Travel Dashboard THINK WITH GOOGLE launches the Travel Dashboard with detailed information about the search habits of online travelers. This info is said to update quarterly, and answers (by city) fundamental questions such as “where are people traveling”, and “from where are people coming”! ixigo Extends… read more »