Matt Heidkamp

Guest expectations are evolving and more hotel marketers are realizing that they can no longer rely on a one-to-many messaging approach. Could automated messaging be the key to improving brand loyalty and guest relations for hotels?

There's a shift in the way smart hotels are marketing themselves. Big budget ads and single-track campaigns are being put on the back burner as marketers move towards personalization, continious conversations, and guest-centricity.

In order to stay competitive, hotels need to shift away from marketing that only highlights themselves and focus on strategies that put guests first.

“It’s not uncommon for reservations to be received from a channel and then sit with a hotel for days without ever being captured into its PMS or CRS ... the inaccurate data means those hoteliers never truly know their correct, real-time supply, making it impossible to make good and informed business decisions.”

Guests have grown to expect more personalized and custom-tailored experiences. In order to keep up, hotels are facing a need to utilize technology that lets them efficiently segment customers and provide better guest experiences.