Guest Loyalty Is Not Dead – It’s Just Really Boring
Ellis Connolly | May 19, 2022
Loyalty
Hilton Partners With AutoCamp to Offer Elevated Outdoor Lodging Experiences in Iconic Natural Settings
Hilton | February 27, 2024
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To Brand or Not to Brand
Robert Braun | February 22, 2024
by Robert Braun, Co-Chair, JMBM Cybersecurity and Privacy Group; Senior Member, JMBM Global Hospitality Group While some companies in some industries have a tendency to consolidate and eliminate brands, the hotel industry is different. Most of the leading hotel companies with brands, such as Marriott, Hilton, IHG, Hyatt, and Accor, regularly acquire or create new brands or flags. Today, Marriott has 30 flags, Hilton has 22, IHG has 14, Hyatt has 29, and Accor has 40, and that’s just the tip of the iceberg. With so many flags to choose from, it’s easy to overlook another choice – no brand at all. While picking a brand is an obvious ...
Hilton Partners With Small Luxury Hotels of the World™ to Dramatically Expand Global Luxury Portfolio
Hilton | February 7, 2024
MCLEAN, Va., and LONDON – Hilton (NYSE: HLT) and Small Luxury Hotels of the World (SLH) today announced an exclusive strategic partnership that will welcome Hilton guests to hundreds of independently minded luxury hotels in the most sought-after destinations around the world. The partnership will dramatically expand the luxury experiences offered by Hilton as unique SLH properties join the unparalleled hotels of the growing Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts and LXR Hotels & Resorts brands. Through this exclusive partnership, which will ramp up in the months ahead, all of Hilton’s customers, incl...
Marriott International and Delonix Group Announce Strategic Cooperation Agreement in Mainland China
Delonix Group | January 25, 2024
Collaboration includes opportunity to affiliate over 100 full service Delonix hotels with Marriott’s Tribute Portfolio Marriott International and Delonix Group, one of the leading China-based hospitality companies, today announced a long-term cooperation agreement under which the two companies will work together to grow Marriott’s Tribute Portfolio brand in mainland China. The Delonix portfolio currently includes ten hotel brands with over 1,400 hotels open or in the development pipeline. The parties anticipate that at least 100 properties could become part of the Tribute Portfolio over the coming years. Through this collaboration, Ma...
SURVEY: Surprising Trends Among the Youngest Travelers as 47% of Americans Turn Toward Travel Agents to Book Their Holiday Travel
IBS SOFTWARE | December 12, 2023
ATLANTA, Dec. 12, 2023 -- As we head into the 2023 holiday season, U.S. travelers are making the most of their vacation planning despite inflationary pressures and rising debt rates. In a recent survey commissioned by IBS Software, a global leader of SaaS solutions to the travel industry, a record 47% of respondents are utilizing in-person or online travel agents (OTAs) to book their holiday trips due to convenience. Perhaps surprisingly is the younger generation's preference for traditional travel agents (38% of Millennials and Gen Z) given the group's well-documented preference for digital behaviors over analog. This is in stark contrast ...
LTI Announces the World’s Best Luxury Hotel Brands 2023
LTI – Luxury Travel Intelligence | October 25, 2023
Mandarin Oriental takes top spot for first time New entries - Peninsula and Raffles October 25, 2023: Welcome to our annual World’s Best Luxury Hotel Brands report. This is not just another World's Best list. LTI – Luxury Travel Intelligence – has used the past 12 months to apply the perfect assessment process: a rigorously defined algorithm that measures the performance and values of luxury hotel brands. This year, our algorithm has 130 touchpoints relevant to the luxury hotel sector. Each has its own weighted score value with a total maximum accumulative score of 4663. The touch points relate to overall br...
Understanding Customer Captivity: When Clients Want to Leave but Can’t
EHL Insights | October 10, 2023
Have you ever wanted to switch service providers but felt like you had no choice? If this sounds familiar, you’ve experienced customer captivity. This feeling of captivity can significantly influence how customers perceive the quality of a service and voice their dissatisfaction. However, we know little about it. How does the feeling of captivity manifest? To what extent can it harm a service provider’s business? What coping strategies do captive customers adopt? And why does this often lead to negative word-of-mouth behavior? Furrer, Yu Kerguignas, and Landry’s (2021) study delves into these questions, providing invaluable in...
Guest Loyalty Programs Provide, But They Cost
Robert Mandelbaum, Christine Bang | September 5, 2023
By Robert Mandelbaum and Christine Bang Over the years, the fees hotel owners pay to franchise companies have typically grown at a pace greater than the rise in hotel rooms revenue. Most franchise-related fees are charged as a percent of rooms revenue, and therefore, by assessing the relative changes in rooms revenue and franchise fees we can make some assumptions. In 2021, acknowledging the financial stress hotel owners faced during the pandemic, the franchise companies were sympathetic and provided some reprieve. While rooms revenue increased by 55.4% in 2021, total franchise-related fees rose by just 45.9%. Equilibrium returned in ...
How to Increase Repeat Guests at Your Hotel
Eva Lacalle | August 24, 2023
By Eva Lacalle Are you looking to increase repeat guests at your hotel? Customer retention is one of the pivotal metrics for hoteliers because it indicates how well you're performing. Happy guests are more likely to return and become regulars. Loyal guests also cost less – you only have to invest once in acquiring them, which can be one of the most expensive fixed costs in the hotel business. Let's look at the best strategies for increasing the number of repeat guests at your hotel that will help you to boost your hotel's success and profitability. Why is it important to increase repeat guests at your hotel? The success of your hot...
U.S. News Reveals the 2023-2024 Best Travel Rewards Programs
U.S. News & World Report | July 25, 2023
WASHINGTON, July 25, 2023 -- U.S. News & World Report, publisher of Best Hotels, Best Cruise Lines and Best Vacations, today revealed the 2023-2024 Best Travel Rewards Programs for everyday travelers deciding on the best loyalty program to suit their travel needs. With inflation causing higher airfare and hotel rates, rewards programs can make travel more affordable and accessible. U.S. News analyzed travel rewards programs in two categories: Best Hotel Rewards Programs and Best Airline Rewards Programs. The rankings consider highly coveted factors by travelers, including the ease of earning free flights or stays, property and ...
Marriott International and MGM Resorts International Announce Long-Term License Agreement and Creation of “MGM Collection With Marriott Bonvoy”
MGM Resorts International | July 17, 2023
Marriott International, Inc. (Nasdaq: MAR) and MGM Resorts International (NYSE: MGM) announced today an exclusive long-term strategic licensing agreement and the creation of MGM Collection with Marriott Bonvoy, which will launch in October 2023, and encompass 17 of MGM’s unrivaled resorts, representing more than 40,000 rooms in Las Vegas and other cities across the U.S. Beginning in October, several MGM Collection with Marriott Bonvoy resorts will be available for booking on Marriott’s robust digital platforms, including Marriott.com and the Marriott Bonvoy mobile app, with all properties expected to be available by the end of the yea...
Luxury Hospitality: What Makes a Luxury Hotel Today
Dr Suzanne Godfrey | July 5, 2023
By Dr. Suzanne Godfrey Luxury hospitality: what makes a luxury hotel? A palace or a 5-star hotel? Hotels around the world are often referred to as palaces or ‘grand dames’ – vestiges of a bygone era when grand hotels were associated with luxury and glamour. But the concept in its true sense is quintessentially French and in 2010 the French Tourism Office bestowed the title on establishments that met certain specific criteria. So what makes a palace different from a 5-star hotel today – or, for that matter, a 6- or 7-star establishment, although there is no official category as such? Luxury can be defined rationally based on hi...
Diet Water, Melted Ice Cream, Blowfish Among Top 10 Most Unusual Room Service Requests, Hotels.com Reports
Hotels.com | June 7, 2023
Study also reveals hotels are expanding in-room offerings to include private concerts and $300 ice cream sundaes DALLAS, June 7, 2023 -- Today Hotels.com® reveals its inaugural Room Service Report which finds that demand for the popular amenity is on the rise according to 45% of U.S. hotels1. The report surveyed hotel partners around the world to reveal what's "in" when dining in from the trendiest to the most eccentric orders, as well as hotels with over-the-top room service options like a $1600 burger and a $300 ice cream sundae. Top findings from the study include: The weird side of room service • Hotels revealed their mo...
Nostalgia-Motivated Tourism Through Virtual Trips
PolyU School of Hotel and Tourism Management | May 17, 2023
Virtual trips are destination “teasers” and a valuable way to attract new tourists. But what about returning tourists? Timely new research by Dr Hyejo Hailey Shin of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author offers an in-depth look at which elements of virtual trips are the most essential, and how these can be used to encourage returning tourists’ behavioural intentions via immersion and nostalgia. Intriguingly, stirring the emotions and nostalgia of returning tourists can boost their intention to revisit a destination, visit a similar destination and speak positively about...
Loyalty Programs Should Help Soften Impact of Any Economic Downturn on Hotel Sector
CBRE Hotels | April 11, 2023
A record number of loyalty program members should help hotel brands lower their customer acquisition costs, increase direct-to-consumer engagement and offset any occupancy shortfalls during an economic downturn. Direct access to a base of loyal customers is a benefit to owning and operating a branded hotel. Loyalty members can help drive occupancy during off-peak periods or weaker economic conditions. Loyalty members redeemed a record number of points in 2022 that were earned and saved during the pandemic. Publicly available loyalty program metrics of five major U.S. hotel brands suggest that it may take may take more points than in the...
Tripadvisor Report Reveals Strong Growth in Review Submissions and Improvement in Fraud Detection Rates
Tripadvisor | April 11, 2023
NEEDHAM, Mass., April 11, 2023 -- Tripadvisor®, the world's largest travel guidance platform, released the third edition of its Review Transparency Report, revealing detailed trends around review contributions and the steps taken to ensure the integrity of user-submitted content. The report, which is published biennially, analyzed a full year's worth of community contributions - over 73 million reviews and opinions in total - to give readers a deep dive into global submissions. The report also reveals how review trends have shifted since 2020, when the previous edition of the report was published. Key trends include: Strong growth ...
Hotels That Go Above and Beyond Will Keep Guests Talking, Spending and Loyal
Ryan Hamilton | February 21, 2023
By Ryan Hamilton Transforming ordinary transactions into extraordinary experiences gives guests memorable stories worth sharing and keeps them coming back for more In the best-selling book ‘Unreasonable Hospitality: The Remarkable Power of Giving People More than they Expect, author Will Guidara proposes a simple but impactful sentiment – the magic of great service can (and should) be brought to life in any transaction. A restaurateur himself Guidara took the helm of Eleven Madison Park at the age of 26. Under his guidance, EMP skyrocketed up the ranks from a struggling two-star brasserie to the #1 spot on the famed World’s 50 Bes...
New Research On American LGBTQ+ Travelers Reveals Important Insights for Travel Marketers
MMGY Travel Intelligence | January 19, 2023
AMONG THE KEY FINDINGS, PERSONAL SAFETY AND STATE POLITICS SIGNIFICANTLY IMPACT LGBTQ+ TRAVELERS’ DECISIONS ABOUT WHERE TO TRAVEL, BUT COST OF TRAVEL IS THE TOP DECIDING FACTOR MMGY Global has released a new research report, Portrait of LGBTQ+ Travelers in America™ – a comprehensive study into this group’s travel behaviors, sentiments and attitudes. The research sampled more than 3,000 American LGBTQ+ travelers and was devised with input from a steering committee of professionals from LGBTQ+ organizations focused on travel, tourism and empowerment of the LGBTQ+ community. One of the key takeaways from the study is that representat...
Hilton Unveils New Brand, Spark by Hilton
Hilton | January 11, 2023
MCLEAN, Va. – Hilton (NYSE: HLT) today announced the launch of Spark by Hilton, the newest addition to its portfolio of world-class brands. Following extensive research, the introduction of Spark by Hilton fills an open space in the industry by creating a new premium economy lodging option to meet the needs of even more guests and owners seeking value, quality and consistency. Spark by Hilton provides a simple, reliable and comfortable stay for every guest, all at an accessible price. For developers, Spark by Hilton leverages an innovative conversion model to offer a compelling investment option for owners. Spar...
The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023
Ellis Connolly | November 30, 2022
Redefined Personalization, Instant Rewards and Technology are the New Pillars For Guest Engagement By Ellis Connolly We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments. But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative no...
Cendyn to Power TIME Hotels’ CRM & Guest Loyalty Programs
Cendyn | October 26, 2022
Cendyn’s eInsight CRM and eLoyalty Premium solutions to drive guest loyalty and provide personalized one-to-one communications for UAE-headquartered hospitality company Dubai, UAE 26 October 2022: Cendyn, a catalyst for digital transformation in the hospitality industry, has announced that it has been selected by TIME Hotels to power their CRM and guest loyalty programs, across their portfolio of properties in the UAE and beyond. Having already used Cendyn’s award-winning content management system (CMS), TIME Hotels chose Cendyn to help them achieve greater guest personalization, through enterprise marketing automation and gues...
Brand Building and The Guest Journey – An Unbreakable Bond
Róisín O'Keeffe | October 12, 2022
By Róisín O'Keeffe How hotels can turbocharge their reputation with a seamless and personalized digital experience Hotel organizations have always invested heavily in their brands. For that reason, both hotel groups and independent properties are highly protective of their brand identities, which is understandable since the brand embodies their reputation in the market. As Warren Buffet said, “It takes 20 years to build a reputation and five minutes to ruin it.” Thankfully, following the disruption of the hotel and travel industry over the past few years, it’s clear that the value of the world’s top hotel brands is on the ...
How Next-Gen Tech Is Leveling the Playing Field for Independents in the Race for Guest Loyalty
Ellis Connolly | September 13, 2022
By Ellis Connolly At a dinner last year, I overheard a conversation unfolding between two other guests, one of whom worked at a PR agency. “Believe it or not, micro-influencers are often more impactful from a social media marketing standpoint than the big players,” she shared, at which point my ears pricked up to listen closely. “Campaigns with someone at a high level of fame, like Kim Kardashian, will cost a company incomprehensible sums of money – which may be fine if the ROI justifies it, but if the engagement is predominantly views and general sponsored exposure rather than tangible actions, it’s not necessarily a smart busin...
Accommodation Preferences: Where Do Travelers’ Loyalties Lie?
STR | September 9, 2022
A sense of normality has returned for much of the hospitality industry since the second quarter of 2022 began. Bookings in many leisure destinations are at their highest levels since 2019, and business travel is also making a steady return. While there has been a subsequent and clear lift in hotel demand, it is interesting to see how consumers have viewed hotels vs. alternative forms of accommodation over the last several months. In previous accommodation preference research conducted by STR, consumers showed improved sentiment toward hotels, identified the importance of flexible cancellation rates, and displayed higher tend...
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