At freetobook we really work hard and pride ourselves in the solutions we build to help accommodation owners manage and grow their businesses. Such a large part of that is the communication you have with your guests. We asked how can that be better? Much, much better?
We are super proud to release our latest piece of work which takes messaging between you and your guests to a new level. The best hosts focus on ways to make their customer’s stay amazing and memorable. That’s why they are the best, guests enjoy their stay so much they want to come back and love sharing the experience with others in reviews and recommendations, building reputation and brand.
The critical parts of the experience start with the anticipation and build-up followed by the stay itself and
the after-departure feedback. From the moment they book to the end of their stay you will want your guests to have the maximum you can offer. When you put guest communication as a core part of the service at each point of their journey you increase the likelihood of a happy customer.
It’s about giving your guests the right information before they even ask for it and finding out what guests want from you in good time and in a way that suits them. Email just doesn’t cut it anymore, messaging makes communication more immediate and intimate and that makes guests feel special.
To say we have just created a messaging system is a massive understatement, advanced messaging is the first version of a happy guest generator which we will continue to build on. We are certain that using advanced messaging will grow your guest relations and boost your direct bookings.
Freetobook customers can setup advanced messaging in matter of seconds in the Tab “Plus”. For properties not yet using freetobook, why not signup today and enjoy all the marvelous solutions we provide for accommodation owners worldwide.
Messaging vs Email
It’s easy to follow a message thread making communication natural, informative and fun.
(email is clunky and disjointed with no connection to what has already been said)
Messaging can be automated and include images, in the flow – so you look like a pro !
(email image attachments don’t look good and sometimes don’t even download)
Get more replies to messaging with the easy one click reply button. Your conversation flows and the best connection is made with your guest.
(email is tricky for customer to reply to, which email ? where did I put it ?)
It’s easy to know when a customer has opened your message, you can easily see if it has been read, or if the message failed.
(email is different on everyone’s browser so its difficult to know if your email has been received or not.)
Freetobook customers can setup advanced messaging in matter of seconds in the Tab “Plus”. For properties not yet using freetobook, why not signup today and enjoy all the marvelous solutions we provide for accommodation owners worldwide.
Hotel Bonanza is a new Online Travel Agent (OTA) with a strategy of offering a lower commission for accommodation owners and a discount to guests. They have set their commission at 8% so you will find them considerably cheaper than the current dominant OTAs.
High levels of cancellation, high commissions from Online Travel Agencies (OTAs) and competition from Airbnb are big issues that a giant chain like Hilton have in common with independent owners.
Nassetta, from Hilton, says “customers…have been trained to do multiple bookings and do things that have created a scene where cancellations…have skyrocketed.” He is talking about certain OTAs encouraging customers to book and cancel. OTAs don’t really care about high cancellation rates if the customer books again through them it doesn’t matter to their profitability, they still get the booking; it’s the cancelled property who loses out.
Many of our customers tell us about the rising commission bills which seem to get larger every year as OTA bookings keep rising. Hilton mentions a lack of competition “More competition would have the effect of driving down distribution [commission] costs.” We have seen less competition as the OTAs take over rivals leaving only two major OTAs (Bookingcom and Expedia, who own most of the others). Nassetta, of Hilton, thinks that Airbnb could change to become a competitor for the OTAs and help drive down commissions.
Congratulations to all the winners of TripAdvisor Travellers’ Choice Award 2017! They have all worked so hard to get this recognition so let’s celebrate their achievements. Here is a list of the best hotels and B&B’s that are using freetobook…there are quite few! A special congratulations to the Marine Court Hotel for being number 15 in the top 25 small hotels in the world. On the B&B front, a big congratulations to Swallows Rest Bed & Breakfast (number 5 in the world) and West by Five Guest House (also in the top 10).
Switching your booking engine can be a lot easier than you think. Here are a few tips gleaned from our clients.
Try to gauge how much each company really cares about your business. For example, the service and support role is currently in danger of dying off and finding a company that takes it seriously will make a real difference to your business.
A good healthy business mix includes plenty of direct bookings alongside a diversified strategy with Bookingcom and Expedia, but make sure you have a plan to increase direct bookings.