With so many people choosing to book travel online today, your website, not your lobby, is increasingly becoming your first opportunity to make a lasting impression.
But all too often we come across hotel websites that fail to match up to the hospitality guests experience in person.
Have you ever allowed a guest to wander the halls until they find what they need? Would you show them a fuzzy, decade-old photograph when they ask to see the pool? These might sound like extreme examples, but it’s not uncommon to see them replicated online.
This is a pressing issue, particularly when your customers are used to seamless online interactions through the likes of Amazon and Uber. So we decided to tackle the basics of online guest experience in our latest Spotlight on… report.
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