Travel Industry

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The Importance of a Hotel’s Presence on Google

by April 19, 2017 8:27 am , Leave a comment

What would our lives be like without Google? Ever since the world wide web took over, online research has become a necessity, almost a reflex. We use it for school, for work, for our own entertainment. And to be honest, we don’t even stop and think about it. Looking up information on the web feels like the most natural thing in the world. Hospitality makes no exception. Sites like Google continue to create ways to fit into all phases of the traveler’s search-shop-buy experience. Starting as a search engine, it is now so much more than that and hotels should… read more »

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How Loyalty Programs Help Your Hotel’s Reputation

by April 4, 2017 10:10 am , , Leave a comment

  Hospitality has always been a highly competitive industry, especially nowadays - with additional options from  Airbnb and similar companies. Therefore, hoteliers need to step up their game and engage with their customers at a deeper level than ever before, through loyalty programs. This is the reason why so many hotels are investing in such programs; the name itself refers to keeping travelers loyal to a certain hotel, brand and/or service.   Why do guests join a loyalty program?   Some people find comfort in familiarity. They like to go to the same destination and therefore, they prefer booking the… read more »

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[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 »

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5 Tips For Incorporating Reviews Into Your Hotel Marketing Strategy

by March 21, 2017 11:34 am , Leave a comment

In today’s business world, when taking into consideration the connectivity of people and the mobile-first society, it’s safe to say that guest feedback is the thing that can make or break your hotel marketing strategy. Especially when it comes to hospitality, reviews are something that help or harm the success of your hotel. They also either encourage more bookings or prevent travelers from booking. Excellent, good or not so great, they are all there in the virtual world, representing your hotel’s reputation. The good news is that, once you learn how to manage them, you can use them in your favor… read more »

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Are Chatbots the Key to Guest Satisfaction?

by March 2, 2017 5:24 pm , Leave a comment

If you ever had to call customer support, regardless of the specialty, you are familiar with the generic robot voice and elevator music at the beginning of the call. “Thank you for calling X. For Y related inquiries, please press 1”. Truth being told, no one can deny the functionality and the value of the chatbots. They help you get past the basic part of your demand, getting you from A to… well, M. But in the end what you really want, the reason why you made the call, is to talk to an actual person. To have a fellow… read more »

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Motel One Fulfills Guest Expectations with Guest Satisfaction Surveys

by January 19, 2017 2:35 pm , , Leave a comment

Post-stay feedback surveys are one of the most effective feedback channels and are the easiest way to get direct insights about guest experiences.* In early 2016, TrustYou collected data from over 4 million reviews and found out that nearly half of all hotel reviews are solicited by the hotels themselves. Here is the break down: 44% - Surveys collected by hotels 41% - Online Travel Agencies 15% - Travel Sites and Social Media TrustYou client, Motel One, began utilizing the guest feedback platform and survey solution back in 2013. They sought to prove that a budget-friendly, unique, and consistent hotel… read more »

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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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Back to Hotel Basics: Offering Guests a Good Night’s Sleep

by September 15, 2016 11:11 pm , Leave a comment

No matter what your hotel is proud of most, stop for a moment and remember the hotel basics.  Much as you might hate to admit it, at the heart of every booking of every hotel is one driving factor: guests need a place to sleep.    Don’t lose sight of this basic hotel need or you’ll end up with a contingent of grumpy travelers checking out in the morning – or worse, not telling the hotel directly and instead sharing a bad review to colleagues or online.  Fifty-five percent of travelers said they look for reviews that specifically address sleep quality… read more »

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Four Things Travelers to Rio Will Find Delightful (And Three Things They Won’t)

by August 4, 2016 2:49 pm , , Leave a comment

With the Games in 2016 Rio de Janeiro just around the corner, thousands of visitors are already making their journey into the city. With a series of issues casting a shadow over traveler expectations,  it seemed an appropriate time to clear up some confusion. To examine what the hotels in Rio have to offer, we’ve analyzed customer reviews of 589 hotels. The research revealed that hotels in Rio de Janeiro have an average TrustScore of 81.25, with positive reviews in pool service, childcare, laundry service, and security as the main drivers of success. In addition, service through the country rated… read more »

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The Guest Feedback Cycle: Influencing the Traveler at Every Stage of Their Journey

by July 12, 2016 3:00 pm , , , Leave a comment

I’ll start this post with a bold statement: the traveler experience begins and ends with guest feedback. Now, let me back [it] up. It is fair to say that the traveler journey consists of  three main stages: booking the hotel, the onsite experience, and delivering post-stay commentary. When guest feedback is leveraged by a hotel in the right way, it impacts the traveler at every stage of this experience and creates a cycle of booking one customer in order to deliver another. Let’s take a closer look at each of the main stages of the traveler journey to see how… read more »