Accordingto Google, the guest experience starts well before the physical check-in process, as would-be guests enter the discovery phase’s periphery of the booking funnel. From then on, how your hotel and brand is represented online matters.
And by online, Google is talking about all personal devices and platforms. Consumers are device agnostic. They’ll switch from their smartphone to tablet to desktop seamlessly. If your online presence doesn’t follow in step, kiss that potential business goodbye.
“It’s critical that all of us in this room understand that,” Google's Rob Torres said. “We can’t control where people are consuming this information. They’re getting it wherever they want.”
“Understand there’s so much data out there, and really personalization is key to winning this game. More and more folks are all about relevancy. Your guests want that personalized experience,” he said.
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