Guest Loyalty Is Not Dead – It’s Just Really Boring
Ellis Connolly | May 19, 2022
Loyalty
Loyalty Program Membership, Contribution, Liability, and Costs Continue to Grow
CBRE Hotels | November 4, 2024
By Rachael Rothman CFA, ISHC, Robert Mandelbaum, and Christine Bang Strong loyalty programs help hotel brands lower customer acquisition costs, increase direct-to-consumer access, and offset occupancy shortfalls during shoulder periods and weaker economic conditions. After analyzing publicly available data from five large hotel companies, we found that while growth in several key metrics slowed in 2023, loyalty members' overall contribution to occupancy increased, though marginal contribution per member contracted. Benefits The average number of loyalty program members at the subject five companies increased 11.3% in 2023, slower tha...
Check-In to Success: Agilysys Reveals Path to Hospitality Innovation
Agilysys | September 18, 2024
Insights from Agilysys 2024 APAC Hospitality Impact Study reveal the importance of personalization and seamless experiences By Tony Marshall, Vice President and Managing Director, APAC The Agilysys 2024 APAC Hospitality Impact Study reveals critical insights into how hoteliers can boost both guest satisfaction and revenue. The key to unlocking this dual success lies in a vital yet often underutilized tool - personalization. Cracking the Loyalty Code: Unraveling the Rebooking Paradox One of the study’s most startling findings is the "rebooking paradox." While hoteliers report high guest satisfaction (86%) and perceived value for m...
Looking at the Halekulani for How to Continually Surprise Guests
Adam and Larry Mogelonsky | September 11, 2024
By Adam and Larry Mogelonsky In the realm of luxury and ultra-luxury hotels, where room rates often exceed $1,000 USD per night, the stakes are incredibly high. These properties are not just selling a place to stay; they are crafting experiences that reinforce brand loyalty and elevate the guest's perception of value. In such a competitive market, using creativity to differentiate your offerings isn’t just a nice-to-have—it’s essential. Even if your property hasn’t reached this price point yet, there’s much to learn from these high-end strategies. Competitive pricing and attractive packages are important, but they must be matched ...
Marriott International Announces Long-Term Licensing Agreement With Sonder
Marriott International, Inc. | August 19, 2024
Today, Marriott International, Inc. (NASDAQ: MAR) announced a long-term licensing agreement with Sonder Holdings Inc. (NASDAQ: SOND, “Sonder”), which is expected to add over 9,000 rooms to Marriott’s portfolio by year-end and approximately 1,500 rooms to its pipeline. Under this agreement, Sonder’s open and pipeline portfolio, which primarily consists of apartment-style accommodations in urban markets, is expected to be added to the Marriott system under a new collection called “Sonder by Marriott Bonvoy.” With over 9,000 rooms expected to be added to its portfolio later this year, Marriott now expects full year 2024 net rooms ...
U.S. News Announces Best Travel Rewards Programs
U.S. News & World Report | July 30, 2024
Alaska Airlines Mileage Plan crowned No. 1 for 10th consecutive year in Best Airline Rewards Programs Washington, D.C. – U.S. News & World Report, publisher of Best Hotels, Best Cruise Lines and Best Vacations, today unveiled the 2024-2025 Best Travel Rewards Programs to help everyday travelers find the best loyalty programs. The 2024-2025 rankings highlight 10 airline and 14 hotel loyalty programs that offer travelers the best perks, as well as easy ways to earn and redeem points and miles: ● Wyndham Rewards holds on to the No. 1 spot on the Best Hotel Rewards Programs ranking for 2024-2025. The progra...
Marriott International Strengthens Leadership Position in Branded Residences, Announces Owner Recognition Platform
Marriott International | July 22, 2024
Strong Developer Value and Elevated Owner Experiences Continue to Fuel Growth for Marriott Branded Residences Portfolio Today, Marriott International, Inc. (NASDAQ: MAR) announces the continued growth and global leadership of Marriott Branded Residences, along with enhanced Residence Owners benefits through ONVIA, the company’s newly integrated Owner recognition platform. For nearly 25 years, Marriott International has offered whole-ownership, private branded residences that are consistent with the level of design and service experienced at its renowned hospitality offerings. Leading the branded residential segment, Marriott has...
Hotel Loyalty Programs: Betting on the Law of Large Numbers
CBRE | July 15, 2024
Executive Summary Despite 5% growth in global room count last year for the five public hotel companies we analyzed for this report, an 11% increase in hotel loyalty program members resulted in a 2.5-percentage-point (pp) increase in total hotel occupancy attributable to loyalty member bookings. Loyalty programs are becoming less dominated by frequent travelers. Heavy users (30+ nights a year) comprise a declining percentage of total membership as the earning of loyalty points has become more tied with credit cards and affiliate programs and less directly with just frequent travelers. Loyalty program redemption revenues increased by...
Creating the Wow Factor in Hospitality
Sean Flakelar | July 11, 2024
We have all heard of the Wow Factor. We see it in architecture, the view, the interiors of a resort or in a sensational meal. We feel it in the smallest and most unexpected touches and gestures. The Hospitality Wow Factor Creating the Wow Factor in hospitality involves going beyond your guests’ expectations to deliver memorable and delightful experiences. Bringing the Wow Factor into your business will set you apart from the competition and build brand integrity. Wow Factor Contributors: Know your Surroundings Utilise the surrounding landscape (rural or urban). Know what’s in your backyard and develop local partnerships to create un...
Iberostar Beachfront Resorts Unveils New Hotel Branding Approach
Iberostar Group | July 10, 2024
Iberostar Waves, Iberostar Selection and JOIA by Iberostar are the three new brand segments all with Iberostar's dedication to quality, service and its strong social and environmental commitment. Enables customers to select the hotels, experiences, and services that best suit their beachfront holiday aspirations. Palma de Mallorca, July 10, 2024: Iberostar Beachfront Resorts today announces an important evolution of its brand identity and hotel portfolio segmentation. This development reinforces the company’s commitment to creating happy and memorable holiday experiences for its customers. The updated approach is embedded with f...
Marriott International Launches ‘Business Access by Marriott Bonvoy’ To Ease Travel Management Process for Small to Medium-Sized Businesses
Marriott International | July 9, 2024
The Program combines the benefits of the Marriott Bonvoy portfolio with a suite of travel tools to seamlessly book, manage, and expense business travel. Marriott International today announced the launch of Business Access by Marriott Bonvoy™ (“the Program”), a comprehensive online travel booking program designed as a direct channel for small to medium-sized businesses. The Program combines an expanded booking experience with benefits and rewards available only through Marriott Bonvoy’s award-winning travel program and portfolio of brands. Starting today, Business Access by Marriott Bonvoy is available to small to medium-sized busin...
Hilton Expands Global Luxury Portfolio With Nearly 400 Extraordinary Boutique Hotels Through Its Exclusive Partnership With Small Luxury Hotels of the
Hilton | July 9, 2024
Guests can enjoy new ways to stay in a collection of unique, independently minded city, beach and resort hotels in sought‑after destinations around the world MCLEAN, Va., and LONDON - Hilton is dramatically expanding its portfolio of luxury hotel experiences with the addition of nearly 400 boutique properties from the exquisite Small Luxury Hotels of the World (SLH) collection. Starting today, hundreds of these properties will be available on all Hilton direct booking channels, including Hilton.com and the Hilton Honors app. Joining Hilton’s prestigious luxury brand portfolio - Waldorf Astoria Hotels & Resorts, Conrad Ho...
Barclays Releases 2024 Travel Rewards and Loyalty Report
Barclays US Consumer Bank | May 20, 2024
Report reveals 76% of American travelers can't imagine taking the trips they do without rewards points or loyalty programs WILMINGTON, Del., May 20, 2024 -- Personal travel is top of mind for many consumers this year and rewards programs will make all the difference, according to a survey of 1,000 US travelers by Wakefield Research. At the start of National Travel and Tourism Week, the second annual Barclays US Consumer Bank's Travel Rewards and Loyalty Report provides fresh insights into what travelers care about related to loyalty programs and rewards in 2024. This report explores consumer attitudes, sentiments, and behaviors related to...
Customer Satisfaction Climbs Again as Travel Industry Rebounds to Pre-Pandemic Levels, ACSI® Data Show
the ACSI | April 23, 2024
ANN ARBOR, Mich., (April 23, 2024) — If last year’s industrywide customer satisfaction improvement pointed to the travel industry returning to normal, then this year’s marks confirm it: Travel is back! Satisfaction across airlines, lodging, car rentals, and online travel agencies climbs again, returning to prepandemic levels, according to the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024. The airline industry stands out, hitting an all-time customer satisfaction high of 77 after a second straight 1% year-over year improvement. “Airline customer satisfaction has climbed to new heights, reaching scores not...
Luxury Hotels and a ‘Sense of Place’: The Branding Imperative
Dr. Suzanne Godfrey | April 17, 2024
By Dr. Suzanne Godfrey ‘Sense of place’ has long been a buzz phrase. Linked to a range of disciplines from urban planning to sociology, nowadays it is increasingly being used in the hospitality industry. It captures the physical aspects, culture and history of a place, as well as its impact on the senses, which can trigger emotions. Over time, it can create feelings of familiarity, comfort and security, as well as a sense of belonging: it’s a place where one feels, quite literally, ‘at home’. As we journey on, checking out brand identity examples will give us a better understanding of this concept. Brand differentiation: Locatio...
Successfully Fielding Legitimate Guest Complaints AND How to Stop the “Full Refund Scammers”
Doug Kennedy | April 3, 2024
Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, April 19, from Noon – 12:45pm EST. REGISTER HERE “While the vast majority of guests who complain simply want to be heard and have their issues resolved, a small but vocal minority intentionally seek out issues they can use to argue for compensation, discounts, or even a full refund,” said KTN President Doug Kennedy. “Unfortunately, untrained staff and first-level supervisors cave all too easily, and worse yet, grow cyn...
Hilton Partners With AutoCamp to Offer Elevated Outdoor Lodging Experiences in Iconic Natural Settings
Hilton | February 27, 2024
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To Brand or Not to Brand
Robert Braun | February 22, 2024
by Robert Braun, Co-Chair, JMBM Cybersecurity and Privacy Group; Senior Member, JMBM Global Hospitality Group While some companies in some industries have a tendency to consolidate and eliminate brands, the hotel industry is different. Most of the leading hotel companies with brands, such as Marriott, Hilton, IHG, Hyatt, and Accor, regularly acquire or create new brands or flags. Today, Marriott has 30 flags, Hilton has 22, IHG has 14, Hyatt has 29, and Accor has 40, and that’s just the tip of the iceberg. With so many flags to choose from, it’s easy to overlook another choice – no brand at all. While picking a brand is an obvious ...
Hilton Partners With Small Luxury Hotels of the World™ to Dramatically Expand Global Luxury Portfolio
Hilton | February 7, 2024
MCLEAN, Va., and LONDON – Hilton (NYSE: HLT) and Small Luxury Hotels of the World (SLH) today announced an exclusive strategic partnership that will welcome Hilton guests to hundreds of independently minded luxury hotels in the most sought-after destinations around the world. The partnership will dramatically expand the luxury experiences offered by Hilton as unique SLH properties join the unparalleled hotels of the growing Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts and LXR Hotels & Resorts brands. Through this exclusive partnership, which will ramp up in the months ahead, all of Hilton’s customers, incl...
Marriott International and Delonix Group Announce Strategic Cooperation Agreement in Mainland China
Delonix Group | January 25, 2024
Collaboration includes opportunity to affiliate over 100 full service Delonix hotels with Marriott’s Tribute Portfolio Marriott International and Delonix Group, one of the leading China-based hospitality companies, today announced a long-term cooperation agreement under which the two companies will work together to grow Marriott’s Tribute Portfolio brand in mainland China. The Delonix portfolio currently includes ten hotel brands with over 1,400 hotels open or in the development pipeline. The parties anticipate that at least 100 properties could become part of the Tribute Portfolio over the coming years. Through this collaboration, Ma...
SURVEY: Surprising Trends Among the Youngest Travelers as 47% of Americans Turn Toward Travel Agents to Book Their Holiday Travel
IBS SOFTWARE | December 12, 2023
ATLANTA, Dec. 12, 2023 -- As we head into the 2023 holiday season, U.S. travelers are making the most of their vacation planning despite inflationary pressures and rising debt rates. In a recent survey commissioned by IBS Software, a global leader of SaaS solutions to the travel industry, a record 47% of respondents are utilizing in-person or online travel agents (OTAs) to book their holiday trips due to convenience. Perhaps surprisingly is the younger generation's preference for traditional travel agents (38% of Millennials and Gen Z) given the group's well-documented preference for digital behaviors over analog. This is in stark contrast ...
LTI Announces the World’s Best Luxury Hotel Brands 2023
LTI – Luxury Travel Intelligence | October 25, 2023
Mandarin Oriental takes top spot for first time New entries - Peninsula and Raffles October 25, 2023: Welcome to our annual World’s Best Luxury Hotel Brands report. This is not just another World's Best list. LTI – Luxury Travel Intelligence – has used the past 12 months to apply the perfect assessment process: a rigorously defined algorithm that measures the performance and values of luxury hotel brands. This year, our algorithm has 130 touchpoints relevant to the luxury hotel sector. Each has its own weighted score value with a total maximum accumulative score of 4663. The touch points relate to overall br...
Understanding Customer Captivity: When Clients Want to Leave but Can’t
EHL Insights | October 10, 2023
Have you ever wanted to switch service providers but felt like you had no choice? If this sounds familiar, you’ve experienced customer captivity. This feeling of captivity can significantly influence how customers perceive the quality of a service and voice their dissatisfaction. However, we know little about it. How does the feeling of captivity manifest? To what extent can it harm a service provider’s business? What coping strategies do captive customers adopt? And why does this often lead to negative word-of-mouth behavior? Furrer, Yu Kerguignas, and Landry’s (2021) study delves into these questions, providing invaluable in...
Guest Loyalty Programs Provide, But They Cost
Robert Mandelbaum, Christine Bang | September 5, 2023
By Robert Mandelbaum and Christine Bang Over the years, the fees hotel owners pay to franchise companies have typically grown at a pace greater than the rise in hotel rooms revenue. Most franchise-related fees are charged as a percent of rooms revenue, and therefore, by assessing the relative changes in rooms revenue and franchise fees we can make some assumptions. In 2021, acknowledging the financial stress hotel owners faced during the pandemic, the franchise companies were sympathetic and provided some reprieve. While rooms revenue increased by 55.4% in 2021, total franchise-related fees rose by just 45.9%. Equilibrium returned in ...
How to Increase Repeat Guests at Your Hotel
Eva Lacalle | August 24, 2023
By Eva Lacalle Are you looking to increase repeat guests at your hotel? Customer retention is one of the pivotal metrics for hoteliers because it indicates how well you're performing. Happy guests are more likely to return and become regulars. Loyal guests also cost less – you only have to invest once in acquiring them, which can be one of the most expensive fixed costs in the hotel business. Let's look at the best strategies for increasing the number of repeat guests at your hotel that will help you to boost your hotel's success and profitability. Why is it important to increase repeat guests at your hotel? The success of your hot...
