Trends

2017

2017 Will Be The Year of the Hotel Guest

by January 9, 2017 1:04 am Leave a comment

Hotels will use personalization, engagement, and feedback to enhance the hotel guest experience in 2017   Each year, we at TrustYou get out our Magic 8 Balls and fortune teller caps to see if we can predict the future of the hospitality industry. This year, we see a bright future for hotels and their guests. This prediction unveiled itself without any sort of magic, but rather by consulting with many of the major news publications, plus industry experts and sources. Read ahead to find out what key hospitality trends we expect for 2017.   Personalization Capabilities Improve   From booking details… read more »

amazon go

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 »

post-stay feedback

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 »

hotel tech stack

Hotelier Q&A: The Hotel Tech Stack And the Best Hotel Tech Investments

by October 11, 2016 6:37 pm , Leave a comment

A lot can change in just a few years – especially in the hospitality industry. For today's hotelier, creating and maintaining a hotel tech stack is a constant challenge. David Tuza began his career in hospitality as the 10th employee at a then little-known company called SiteMinder. Pretty soon, the Australian-based company known for its cloud-based hospitality software had gone global, expanding to over 400 employees with over 22,000 hotels under its belt.   After spending seven years at SiteMinder, Tuza joined Event Hospitality & Entertainment Limited as their Technical Operations Manager, where he lives and breathes everything hotel technology.… read more »

hotel wi-fi

Back to the Basics: Is Hotel Wi-Fi an Amenity or a Necessity?

by October 4, 2016 6:38 pm , Leave a comment

Hotels may debate over which amenities to offer at their property, but travelers agree: the one they want most is hotel Wi-Fi.  A Hotels.com survey determined that over half of all hotel customers wish free wireless internet was available at all hotels.  TripAdvisor confirms this finding, stating 46% of travelers would specifically book a different hotel if their first choice didn’t offer complimentary hotel Wi-Fi. These customer bases are too high to ignore.  Internet has become a utility, like hot water or electricity, rather than an optional service.  Guests have online access everywhere, from fast food restaurants to bus stops.… read more »

brand loyalty

Can Hotel Apps Build Instant Brand Loyalty?

by September 21, 2016 10:00 am , , Leave a comment

If there’s one word we’re all concerned about in the hospitality industry, it’s brand loyalty – and how to get more of it from our guests. We roll out the red carpet (figuratively and sometimes literally), try to give impeccable service, anticipate demands before they’re even made; yet we’re all still struggling with brand loyalty. Are native hotel apps the solution to finally cracking the brand loyalty problem, once and for all? First, let’s take a look at the pros and cons of native hotel apps (the ones many hotel brands have such as Starwood, Marriott, Mandarin, etc.):   Pros and… read more »

guest engagement

How Guest Engagement Can Help Your Hotel

by September 1, 2016 10:00 am , , Leave a comment

Have you seen the phrase guest engagement mentioned more recently? You may have seen it here, here, or even here. As with every new buzzword in hospitality, guest engagement is getting a lot of attention, for good reason.   Guest Engagement Is…   Guest engagement stems from the marketing principle of “customer engagement”, which has been defined as the act of “creating deep connections with customers that drive purchase decisions, interaction, and participation”. When applied to the hospitality industry, the strategy asks hotels to establish a relationship with guests in order to influence their behaviors on-site. For example, imagine a… read more »

technology stack

What’s in Your Hotel Technology Stack? (And Why Your Stack Matters)

by August 25, 2016 10:00 am , , Leave a comment

What’s your stack look like? No, that isn’t a pick-up line – it’s technology lingo to describe what software and programs a hotel uses in their day-to-day operations. It’s a term I’ve only recently seen applied to the hospitality industry, despite the fact that many other industries have been analyzing technology stacks for years. So why should you care what’s in your hotel technology stack and how can it help you achieve your goals this year (such as increased direct bookings and improved guest satisfaction)? First, let’s look at what a technology stack is.   What is a hotel technology… 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 »

mobile bookings

Part 2 of the Hotel Mobile Technology Series: Why Your Hotel Should Be Prepared for Mobile Bookings

by August 18, 2016 8:00 am , Leave a comment

Mobile devices are a powerful tool for travelers, providing access to information and sales.  Travel research on mobile devices continues to grow.  This year will be the first time mobile bookings are higher than desktop reservations. Shoppers make a growing number of decisions in micro-moments.  They often have only a few moments to spare and rely on their phone for online information.  In fact, smartphone bookings outpace tablet bookings, supporting a transition to on-the-go transactions. Mobile bookings include a large segment of last-minute purchases.  Impulse purchases depend on one main thing: making a great first impression.  Websites won't get a second… read more »