March 16, 2017

Understanding guest experience and loyalty

Experience Hotel recently analyzed over 100,000 hotel bookings to look at how guests travel, how they book, what they want and how that affects guest loyalty.

From the 108,000 reservations Experience Hotel analysed mainly to independent hotels or hotels of smaller chains in larger European cities, 51% traveled for leisure and 26% travelled for business.

Of those 26% that travelled for business almost half of them booked using private email addresses (Gmail, Hotmail, Yahoo etc). Many hotels use the professional emails as a way to know the guest better and know if they are coming for business or not. In this case there is no way to predict what kind of guest is staying at the hotel.

Experience Hotel also found that 30% of the profiles in the hotel’s PMS lacked guest email addresses, which makes it quite difficult to communicate with them or even identify them on future reservations.

Get the full story at Experience Hotel