Personal concierge features have the added benefit of furthering customer engagement and fostering loyalty for further bookings. This may culminate in becoming a crucial tactic for third-party apps to leverage as they strive to maintain connections with customers and prevent them from hopping from one competitor to another.
However, if personal concierge services become too saturated, users will ultimately be the deciding factor on which grab most of the lion’s share and which fall to the wayside.
“Ancillary revenue is an increasingly important indicator of commercial success, and a major contributor to the bottom line of airlines across the globe,” says Michael Cunningham, Chief Commercial Officer at CarTrawler. “The secret to unlocking this revenue stream can be found in the data that customers generate with every transaction.” Airlines are getting smart about gathering data of our preferences when we book and when we fly, using a variety of sources including web-page reservations systems, mobile apps, and the sales of inflight products and services as well as advertising on in-flight entertainment systems.
HotelTonight just launched its newest product, Aces, which is an in-app chat feature connecting users with a personal travel concierge. The concierges, collectively referred to as “Aces”, are available 24-7 during your booking to do things like make a restaurant reservation for dinner, or get extra towels sent up to your room.
If a customer has access to Aces (the product is being slowly rolled out to users in DC, Los Angeles, New York, San Diego and San Francisco) the option to chat will show up on the bookings page starting on the morning of your hotel stay.
How Aces Actually Work
For recommendation requests, HotelTonight says that Aces work in tandem with local insiders like food bloggers and tastemakers who have a deep knowledge of their respective cities. This may change as Aces expands to thousands of cities, but for now it seems that the advice is pretty hand-curated. The service also uses online advice websites and other HT employees to supplement these recommendations.
For hotel requests like a wakeup call or room service, the current method is for the Ace to call the hotel you are staying at. HotelTonight hinted in the future that some automation could be taking place, as it seems pretty simple to interpret keywords like “bring me towels” and automatically send a request to the hotel.
The chat function also offers pre-written suggestions like “can I get my room cleaned” or “where is the best place to go out tonight” which could make it even easier to automate in the future.
Le GNI salue l’adoption définitive ce jeudi 9 juillet 2015 par l’Assemblée Nationale de la loi pour la croissance, l’activité et l’égalité des chances économiques, plus connue sous le nom de loi Macron. Il se réjouit plus particulièrement du vote de l’article 33 octies A qui rend aux hôteliers une totale liberté des prix. Les hôteliers pourront, dès sa promulgation par le Président de la République, pratiquer des tarifs inférieurs à ceux qu’ils postent sur les sites des agences de réservations en ligne (les (…)
Starting from yesterday, thanks to the Article 33g A of the recent “Macron law”, hoteliers “regain” complete freedom of prices. Hoteliers now can charge prices lower than they post on the websites of online booking agencies (OTAs) and look for direct contact with their customers.
This communication comes from the French national union of hoteliers, Synhorcat (and it is written in French).
If Booking.com is committed to the “homestay” category, it is entering the turf of Airbnb, the current market leader in short-term rental customers.
“Homestays” is now a category that Booking.com users can filter on. It’s distinct from “Apartments,” “Holiday homes,” “Villas,” “Guest houses”, “Bed and breakfasts,” “Hotels (with kitchen),” and “Hostels.”
Significantly, Booking.com is not requiring a credit card in advance to secure a homestay in many of the listings Tnooz saw. That makes it different from many Airbnb listings.
These are the Top 10 Travel advertisers based on Paid Search impressions generated from January through April this year.
So far, Expedia.com leads all advertisers, taking the top spot from Booking.com, which fell to #3. Notably, Trivago.com has jumped to the #4 position from #9 in 2014 and Kayak.com has broken back into the Top 10 at the #5 position. TripAdvisor.com moved up one position to #2 in the first four months of 2015, while the remaining advertisers all fell in the ranking and Hotels.com fell out of the Top 10 ranking.
In 2014, Hipmunk launched its annual Millennial Travel Habits Study to uncover how millennials travel differently than their generation X and mature traveler counterparts. What we found was enlightening, informative and oftentimes humorous. Did you ever expect a millennial to be willing to stand for the duration of a flight to save a few bucks? Neither did we. Once again,…
The main conclusions of the study seem to fall in line with prevailing Millennial traits. Technology and design focused products and services resonate well with the younger generation, provided they’re cost effective and efficient.
Large amounts of travel planning, and particularly travel buying, now occur on digital channels in the UK. It’s little wonder, then, that the travel industry accounts for a large proportion of digital ad spend.
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