Go the Extra Mile to Differentiate and Improve Your Hotel Reputation in the Digital Age

My inadvertent theme this week has been about the way digital service and digital communication can influence hotel reputation, and this has me thinking about the complexity of hotel branding these days. Once there were budget hotels, luxury hotels, B&Bs, and resorts. It’s certainly nowhere near that simple anymore. There are so many upscale brands now that you could easily be swayed from one to another based on how much of the experience they allow guests to control digitally. Even the budget hotels are on board. La Quinta offers the ability to hold a room with a mobile number for four hours, and many budget hotels offer room service apps. Access is officially part of the brand!

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