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Editorial Team

57 posts
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  • 6 min

El auge de la venta por atributos

📌 The hotel distribution sector is adopting Attribute-Based Selling (ABS), a transformative approach that allows customers to select specific features instead of just a hotel. This personalization requires integration at various levels, including Property Management Systems (PMS), Online Travel Agencies (OTAs), and booking engine companies. ABS dissects hotel services into numerous smaller units, priced separately, creating a unique travel experience. This model demands standardization of attribute codes, like those by OpenTravel Alliance, and consistent attribute updates by hotels. The airline industry has successfully used ABS for over a decade, leading to significant revenue growth from ancillary services, suggesting a promising future for ABS in hospitality.
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  • 10 min

Tendencias en la experiencia de los huéspedes que marcarán el 2025 y más allá

📝 In 2024, the global hotel industry reached a record contribution of $11.1 trillion to the global GDP. Analysis of over 39 million reviews from 11,200 hotels for the 2024 Guest Experience Benchmark Report revealed that mid-tier hotels are outperforming luxury establishments due to competitive pricing and service improvements. The increasing role of AI and digital interactions is expected to define reputation by 2025. Customer satisfaction has been rising since Q3 2022, as the Global Review Index (GRI) indicates a return to pre-COVID patterns. Asia leads with high Net Promoter Scores, while Europe and North America show slower growth. The volume of reviews has decreased due to stricter policies by platforms like Google against fake reviews, resulting in a 10% drop in Latin America in 2023. Italy now requires proof of purchase for online reviews, raising questions about the impact on the review volume and authenticity. AI-generated reviews pose new challenges for fraud detection. The reputation of OTA's like Agoda and Expedia is improving, while Booking.com and Google remain stable. The use of AI tools is speeding up hotels' response times to reviews.
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How Hotels Elevate Direct Sales and Personalisation

🏨 Juanjo Rodríguez, CEO of The Hotels Network, focuses on maximizing direct hotel sales. Over a decade, the company evolved from simple conversion tools to data analysis, personalization, and direct booker offers. The hospitality industry, recognizing direct bookings' value, is innovating to compete not just with OTAs but within the digital ecosystem. Rodríguez emphasizes simplicity in booking, balanced personalization that doesn't overwhelm guests, and AI's role in automating tasks to enhance guest experiences without replacing human interaction. His AI virtual receptionist, KITT, exemplifies technology complementing human service.
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