According to J.D. Power, hotel satisfaction rates last year were at an all-time high. While you strive to leave your hotel guests satisfied, it’s inevitable that at some point, you will fail to meet a guest’s expectations. It’s important to know that a complaint won’t make or break you, but how you respond to it can.
Our eBook, The Hotelier’s Handbook to Managing Guest Expectations in the Digital Age, offers expert advice on setting and managing guest expectations. Here, we’ll look at four of the most common ways that customers voice their dissatisfaction, and how you can tackle them head-on. With any luck, you will transform someone who might not stay with you again, into an outspoken promoter of your hotel.
1. While the Customer is Still a Guest
This is the best opportunity to nip issues in the bud before it’s too late, and allows your guest to enjoy the rest of their stay.
Complaint: A guest phones the front desk, saying that he’s unhappy with his view.
Solution: If you can’t simply move the guest to another room with
Marriott International, Inc (NASDAQ:MAR) today announced further expansion in Algeria with the opening of its seventh hotel in Algeria, Sheraton Annaba. The company already operates six hotels in Algeria including Constantine Marriott Hotel, Renaissance Tlemcen Hotel, Sheraton Club des Pins, Sheraton Oran, Le Meridien Oran and Four Points by Sheraton Oran amounting to 1580 rooms.
With another six hotels under development the company is set to double its footprint in the country. Owned by Société d’Investissement Hôtelière, the imposing and welcoming Sheraton Annaba is conveniently located within easy access from the airport and the city’s most charming attractions. With its iconic and sophisticated design, and appealing dining options, the hotel offers stunning views of the azure Mediterranean Sea and the scenic coastal city.
“We are delighted to strengthen our partnership with Société d’Investissement Hôtelière, as we open our seventh Hotel in Algeria,” said Alex Kyriakidis, President and Managing Director, Middle East and Africa, Marriott International. “The opening of Sheraton Annaba further underlines our commitment to growth and expansion in Algeria, a market which continues to be integral to our
Hilton (NYSE: HLT) today announced the signing of nine properties in Mexico that represent a number of Hilton brands, including Hilton Hotels & Resorts, Curio – A Collection by Hilton, Hilton Garden Inn, Hampton by Hilton and Homewood Suites by Hilton, as well as the company’s first dual-branded property in the country. These newly announced properties contribute nearly 1,200 rooms to the hotel company’s pipeline and will join the portfolio of more than 45 existing hotels in Mexico.
“Mexico continues experiencing impressive tourism growth, and the addition of these hotels will help satisfy the increasing demand from both leisure and business travelers,” said Juan Corvinos, managing director, development, Mexico, Central America and the Hispanic Caribbean, Hilton. “With nearly 100 open properties in Latin America, Hilton continues to actively pursue growth opportunities in the region. We currently have a robust pipeline of more than 60 hotels across Latin America, including over 30 projects in Mexico.”
The properties include:
- Hilton Guadalajara Midtown: Expected to open in Q1 2018, the 226-room Hilton Guadalajara Midtown is located northwest of the city of Guadalajara
Playa Hotels & Resorts officially publicizing its partnership with consumer brand, Panama Jack. Playa formally announced its move during the company’s first annual Spotlight Awards on January 7, 2017. The invitation-only event was held for the industry’s top-performers at Playa’s popular Hyatt Ziva Rose Hall property in Montego Bay, Jamaica.
Playa will now-under the Panama Jack brand-pursue the redevelopment of two existing all-inclusive hotels in Mexico: Gran Caribe Resort in Cancun and Gran Porto Resort in Playa del Carmen. The soon-to-be Panama Jack-branded all-inclusive properties will serve as a starting point for a much larger venture between the two growing companies, with additional resorts in Mexico and the Caribbean to follow.
“Playa Hotels & Resorts has a proven track record for bringing brands into new sectors and we are delighted to welcome Panama Jack into the hotel and resort sector,” said Kevin Froemming, Executive Vice President & Chief Marketing Officer, Playa Hotels & Resorts. “And with its strong lifestyle identity and cultural connection with our core audience, Panama Jack is the ideal partner for us. We couldn’t be more pleased about this partnership.”
The multimillion dollar investment to rebrand the two all-inclusive resorts-with a total
Historic Hotels of Americahas inducted 37 historic hotels into membership in 2016. The oldest historic hotel inducted dates to 1789. Hotels nominated and accepted into the prestigious National Trust for Historic Preservation Historic Hotels of America program in 2016 range in age from 227 years to 51 years old. These newly inducted historic hotels represent 19 states and include Hotel Captain Cook, the first member hotel in the state of Alaska. Nine of the 37 historic hotels are listed in the National Register of Historic Places (see NRHP below).
Historic Hotels of America welcomed these new members in 2016:
- The Georges (1789) Lexington, VA (AR)
- Woodstock Inn & Resort (1793) VT
- The Bedford Village Inn (1810) NH (AR)
- Historic Hotels of Lake Geneva (1856) WI (AR)
- Plaza Hotel 1882 (1882) Las Vegas, NM
- Montvale Hotel (1899) Spokane, WA (NRHP)
- The DeSoto (1890; 1968) Savannah, GA
- AKA Times Square (1893) New York, NY (NRHP)
- Ames Boston Hotel, Curio Collection by Hilton (1893) MA (AR,NRHP)
- White Stallion Ranch (1900) Tucson, AZ
- Pioneer Inn (1901) Lahaina, Maui, HI
- The Redbury New York (1903) New York, NY
The global hotel industry’s leading cloud platform, SiteMinder, today announces it has secured 109 properties belonging to Barceló Hotels & Resorts, the third largest hotel chain in Spain and the 42nd largest in the world. The win adds nearly 33,000 hotel rooms to SiteMinder’s distribution network one week ahead of FITUR, the world’s tourism trade fair for the Ibero American markets, where SiteMinder will be exhibitingfor the third consecutive year.
Speaking on the decision to adopt SiteMinder’s technology, Barceló Hotels & Resorts’ head of e-distribution, Albert Santin, says, “SiteMinder has provided the peace we were looking for to complete our distribution strategy. Their expansive partner network gives Barceló direct access to new, important markets, and greater visibility in existing ones, to significantly lower our cost of acquiring guests. And, I know SiteMinder will only continue to grow to provide us even greater direct business with the world’s leading distribution channels.
“Additionally, as we look to grow our portfolio to 200 hotels in the next five years, having the ability to centralise as many bookings as we can now means we can have greater control as we scale, be significantly more efficient, and make better decisions that
Hersha Hospitality Trust (NYSE: HT) announced the Company closed on the sale of the 203-room Courtyard by Marriott in Alexandria, VA, and the 120-room Residence Inn in Greenbelt, MD for $62.0 million. The Company has agreed to a 6-month extension to close on the sale of three suburban West Coast hotels for $130.5 million, a $7.5 million increase from the original purchase price. In addition, the Company has redeemed its interest in its Mystic Partners joint-venture, acquiring all ownership interest of the 285-room Mystic Marriott Hotel & Spa in Mystic, CT, and redeeming the Company’s minority ownership interests in the Marriott and Hilton in Hartford, CT.
Sale of Suburban Washington, DC Hotels
“The successful disposition of two stabilized suburban hotels with an average age of thirteen years reflects the Company’s ongoing ability to execute accretive capital recycling, further concentrates our footprint to higher barrier-to-entry urban gateway and destination markets, and focuses our resources on higher quality, higher growth hotels. We expect to redeploy sales proceeds in strategic growth markets to offset taxable gains given our low basis in the hotels that we sold. We are also pleased to have structured a deal that delays the closing
a full-service hospitality management and consulting company, today announced it has signed an agreement and assumed management of the four-story, 259 guest room Hilton Phoenix Airport Hotel in Phoenix, Arizona. Located adjacent to Phoenix Sky Harbor International Airport, HMC, which also manages the Holiday Inn & Suites Phoenix Airport and the Crowne Plaza Phoenix Airport, now manages over 51% of full-service hotel rooms (781 rooms) in the Phoenix Airport Submarket.
“The company has been incredibly successful over the past 18 months growing its management portfolio and providing strategic operations improvement plans at our properties to elevate guest experience and owner value,” said Frank Heavlin, president of Heavlin Management Company. “The addition of the Hilton Phoenix Airport Hotel brings our portfolio to 7 properties, 550 employees and 1,208 guest rooms, in Arizona and Alaska. We are proud to offer superior management and guest experience representing prestigious brands as Crowne Plaza, Hampton Inn & Suites, Hilton and Holiday Inn & Suites and Choice.”
HMC has announced top-level appointments for the Hilton Phoenix Airport Hotel including Sally Shaffer as General Manager. Most recently, Shaffer was General Manager at the Hilton Sonoma Wine Country where she held the positions of
Marriott International, Inc. (NASDAQ: MAR) today announced the opening of Aloft Austin Northwest, the second Aloft in Austin. Owned by Pure Lodging Hospitality and managed by Lodgic Hospitality, Aloft Austin Northwest features 130 spacious loft-style rooms, 1,000 square feet of flexible meeting space and live music at W XYZ Bar.
“We are thrilled to expand the Aloft brand’s footprint in the vibrant city of Austin and expect that this vibrant new hotel will soon emerge as a popular choice among travelers due to its distinctive sense of style, innovative programming and buzzing social scene,” said Toni Stoeckl, Global Brand Leader and Vice President, Distinctive Select Brands. “Designed to meet to the needs of today’s hyper-connected global traveler, Aloft is now in over 100 dynamic destinations worldwide.”
Aloft Austin Northwest is just steps from the Alamo Drafthouse Cinema and Lakeline Mall, and close to the Lakeline station on Capital MetroRail, where visitors can catch a ride to the shops, restaurants and nightclubs of downtown Austin. Known as the “Live Music Capital of the World,” Austin offers an impressive array of live jazz, blues, rock and roll and country music performances and Aloft adds to this with their
Hotel mixed-use projects have proliferated over the past decade or two — projects that combine a hotel with retail, residential, entertainment, office and other uses. In recent years, many of these projects combine hotel and shopping center elements. We are big fans of hotel mixed-use.
Over the years, we have written about the numerous advantages that accrue to both hotels and shopping centers, when hotels are added to the right shopping or retail center. One study showed that the right hotel can boost gross sales at shopping centers 20% – 40% — and hotels can get 30% – 40% RevPAR advantage over hotels in their competitive set.
But those of you with these hotel in mixed-use projects with shopping centers or other retail elements know that mixed-use projects inject numerous additional legal and business issues that hoteliers usually don’t deal with in stand-alone hotel projects. One such critical issue is that of “common areas.”
In the article below, my partner, Marty Orlick, writes about one aspect of common area liability that you may have overlooked in defense to ADA violations. Of course, the ultimate analysis will depend on the precise facts of the situation at
Hilton’s (NYSE: HLT) Hampton by Hilton brand this week announced the opening of its newest property, Hampton Inn by Hilton Huntsville/Village of Providence. The 92-room hotel joins the family of Hampton by Hilton and Hampton Inn & Suites by Hilton. Located at 328 Providence Main Street, the new hotel is managed by Kana Hotel Group.
Business travelers staying at Hampton Inn by Hilton Huntsville/Village of Providence will appreciate the close proximity to local business offices including Boeing, Toyota and Redstone Arsenal. The hotel is also near area attractions such as the U.S. Space & Rocket Center, Huntsville Botanical Gardens, the University of Alabama at Huntsville and Alabama A&M University.
“Our new opening is a great addition to the Village of Providence area of Huntsville,” said Edyta Hall, general manager. “Whether travelers come to town for business or leisure, the staff and I are ready to greet them with friendly service to ensure a memorable stay in our city.”
The hotel provides guests a fresh start to each day with On the House hot breakfast, which includes eggs, sausage or bacon, oatmeal, waffles and seasonal offerings such as eggnog muffins and peppermint mocha coffee creamer. In
Curio – A Collection by Hilton announced today the opening of AlRayyan Hotel Doha, Curio Collection by Hilton, the brand’s first property in the Middle East to join the global portfolio of more than 30 distinctive hotels. Curio – A Collection by Hilton hotels and resorts cater to travellers seeking local discovery and authentic experiences and AlRayyan Hotel Doha joins two other Hilton (NYSE:HLT) properties in the city.
“Doha, characterised as a destination offering inspiration, progress and adventure, has firmly placed itself as a city to watch with its growing array of leisure and sporting events, cultural attractions and art scene,” said Mark Nogal, global head, Curio – A Collection by Hilton. “AlRayyan Hotel Doha, Curio Collection by Hilton exemplifies these attributes, with its distinctive character, prime location and opulent, luxurious design perfectly suited to guests who delight in unique and memorable hotels.”
Located in the upscale neighbourhood of Al Rayyan, and directly connected to the Mall of Qatar, the AlRayyan Hotel Doha, Curio Collection by Hilton offers a choice of 201 elegant guest rooms and suites featuring timeless decor along with floor-to-ceiling windows, oversized bathrooms and walk-in rain showers. The stylish and spacious Presidential Suite
Marriott International (NASDAQ: MAR) announced the opening of Aloft Taipei Beitou Hotel, the second Aloft in Taipei, which brings a modern twist to the century-old hot spring destination of Beitou. Featuring vibrant design and innovative technology, the 292-room hotel is just steps from a multitude of hot springs, and a quick 5-minute stroll to two Metro stations, enabling easy access to Taipei’s downtown area and attractions.
“We are proud to debut Aloft Taipei Beitou, the second Aloft hotel in Taiwan, redefining the traditional hotel experience and strengthening the Aloft brand’s presence in the dynamic Taiwanese market,” said Stephen Ho, Chief Executive Officer, Greater China, Marriott International. “Taiwan draws both business and leisure travelers, and we look forward to bringing the Aloft brand’s tech-forward, vibrant experience and a modern style that is different by design to Beitou.”
The striking interior décor of Aloft Taipei Beitou is inspired by Aloft’s passion for music and technology, and blending in with Beitou’s natural landscape. Both guestrooms and public areas showcase the creations of local artists, integrating elements indigenous to Beitou and customized specifically for Aloft Taipei Beitou. The modern, loft-inspired rooms and suites are equipped with SPG Keyless, the industry’s
Tokyo-based commercial real estate developer Pacifica Capital K.K. has signed a management contract with Marriott International to open Japan’s first location for Moxy Hotels in November 2017.
The property, to be known as “Moxy Tokyo Kinshicho Hotel”, is a short walk from Kinshicho, one of Tokyo’s busiest train stations and near some of the capital’s major tourist attractions such as Asakusa and Tokyo Sky Tree. It is also within a block of an expressway onramp making the property convenient to Haneda and Narita airports as well as Tokyo Disneyland. The hotel will have 205 rooms ranging 18-28 m2, large, attractive and comfortable food and beverage facilities, a gym and meeting rooms.
Launched in 2014, Moxy is a boutique hotel concept targeted at Millennials using the latest technology and a strong emphasis on fun and useful public areas with comfortable space to eat, drink, work and communicate 24/7. Currently, there are 7 Moxy hotels open in the U.S. and Europe and a strong development pipeline.
In 2016, international visitors to Japan grew by 20% to a record 24 million, more than 80% of which came from Asia. With the Summer Olympics coming to Tokyo in 2020,
Marriott International, Inc. (NASDAQ:MAR) marks the start of 2017 with the opening of the fourth Fairfield by Marriott property in Belagavi, the ever expanding commercial hub in Southwest India. As Belagavi continues to grow into a business and leisure destination, there is great demand for high quality, mid-range accommodations in the city.
Fairfield by Marriott is designed for today’s traveller who is looking to be productive on the road while maintaining balance, whether for business or leisure. The property’s modern design and amenities, provides guest with consistent and reliable service at great value.
The Fairfield by Marriott Belagavi features 114 guestrooms, offering luxurious bedding, a flat screen LED TV, an elegant marble bathroom, and a thoughtfully designed work space that provides flexibility for work and relaxation. Free Wi-Fi throughout the hotel will keep guests connected at any time, while the outdoor pool and state-of-the-art fitness center will help guests stay on track with fitness goals.
“Kava”, the signature all-day dining experience with an alfresco set-up, serves an authentic mix of Indian and Western cuisine. The “Kava Bar” offers a blended mix of beverages while the “24/7” Market provides a wide variety of food options for
he charming Los Angeles suburb of Whittier today welcomes DoubleTree by Hilton Whittier Los Angeles, the latest addition to the growing portfolio of DoubleTree by Hilton.
The eight-story hotel is located approximately 16 miles southeast of downtown Los Angeles, in the heart of Whittier’s tree-lined uptown business and historic district. Standing as the largest hotel in Whittier with 202 luxurious guest rooms and suites, the newly-opened hotel is within walking distance to cultural treasures, such as the Jonathan Bailey House, Whittier Museum and numerous shops, antique stores and vibrant cafes.
The hotel is an excellent choice for business and vacation travelers, given its close proximity to Los Angeles-area businesses and Southern California attractions. Just a short drive away, visitors can find Knott’s Berry Farm, Disneyland and relaxing Pacific Ocean seashore communities, such as Seal Beach, Sunset Beach and Newport Beach.
“Lovely Whittier is a quiet oasis amid its action-packed SoCal neighbors, but it’s also easily accessible to a multitude of destinations throughout metropolitan Los Angeles,” said Dianna Vaughan, senior vice president and global head, DoubleTree by Hilton. “It is an ideal location for our newest property, where we look forward to welcoming guests with the
News American Hotel Income Properties REIT Acquires Two Embassy Suites by Hilton Hotels in Texas and Arizona
American Hotel Income Properties REIT LP (TSX: HOT.UN) (OTCQX: AHOTF) announced today the completion of its previously announced acquisition of two Embassy Suites by Hilton hotels located in Dallas, Texas and Tempe, Arizona for an aggregate purchase price of US$57.6 million excluding approximately US$5.7 million for brand-mandated property improvement plans and before customary closing and post-acquisition adjustments.
The Acquisition Properties comprise 529 total guest rooms and were acquired for approximately US$109,000 per guest room, exclusive of the cost of the PIPs, which is below management’s estimate of replacement cost. The two hotels include the 305-room Embassy Suites by Hilton Dallas DFW Airport South hotel located in proximity to Dallas/Fort Worth International Airport and the 224-room Embassy Suites by Hilton Phoenix Tempe, which is located near Arizona State University. Consistent with AHIP’s stated acquisition objectives, the Acquisition Properties are strategically located in larger population centers, near major transportation corridors and high-volume international airports, and close to a diverse group of corporate, medical, education, and sports demand generators.
AHIP funded the purchase price and the PIPs with cash on hand from its bought deal unit offerings completed in 2016, the issuance to the vendors of approximately US$17.4 million in new
The Hyatt Regency brand announced its debut in Southern China’s Fujian Province with the opening of Hyatt Regency Fuzhou Cangshan. Merging traditional Chinese culture with modern conveniences, Hyatt Regency Fuzhou Cangshan strives to become thegathering place for business and leisure travelers.
“We are thrilled to introduce the Hyatt Regency brand to the Fujian Province, thanks to the dedication and vision of the hotel’s ownership, Rongxing Group,” said Christopher Koehler, vice president and managing director – operations, Hyatt in China. “Hyatt Regency Fuzhou Cangshan will resonate with business and leisure travelers alike by providing a full range of services and amenities for our guests where they can relax, connect, engage, and collaborate with each other.”
The Hyatt Regency brand experience is designed around one objective: to connect today’s travelers to who and what matters most to them. With the beautiful Wulong River and nearby Qi Mountains serving as a majestic backdrop, Hyatt Regency Fuzhou Cangshan welcomes guests inside with a jasmine-themed design and Fujian courtyard-style architecture inspired by the cultural heritage of this more than 2,000 year-old city.
“We are extremely excited to open Fuzhou’s first Hyatt Regency hotel,” said General Manager Charles Wang. “Fuzhou has long been an
A fresh New Year brings a new opportunity to delight ownership with big results in group/event sales…but only if you start off with velocity.
Here are five proven tactics for jumpstarting your hotel sales performance in 2017 and establishing momentum for the next 12 months:
1. Have a Kick-Ass Kick-Off!
Seize this moment to fire up your group sales team and send them off hustling, motivated and inspired to hit their revenue goals each month. An epic sales kick-off is your one chance to launch with real velocity and energize your team on a grand scale. The key is to get your team pumped and primed to kill it in the year ahead. So, avoid a boring presentation of last year’s numbers (snore). Book an exciting outside speaker, hold interactive education sessions addressing the challenges they faced last year, get the team up and moving during breakouts, and sprinkle in some high-energy team building activities. And remember, all of this initial enthusiasm and education can wear off by the following month, so reinforce the main ideas throughout the year in your regular weekly meetings.
2. Have a Simple Roadmap.
Booking group business without a sensible
Already an intricate web of online and offline sales channels, the hotel room distribution landscape is becoming even more complex as leisure and business travel begins to blur. Until quite recently, concepts such as “business” and “leisure” could still be counted upon to bring some order – and differentiated pricing, availability and product strategies – to this chaos. But no longer, as distribution channel managers decide how best to manage and distribute their inventory in an omni channel environment.
For the consumer, meta-search engines such as Kayak and Trivago now provide levels of price transparency that would have been unimaginable a few years ago, clearly raising the question of whether any meaningful regional price differentiation is still possible. Mobile sales and same-day reservations platforms such as Hotel Tonight, while offering new opportunities for distressed inventory and converting the offline “walk in” scenario to a more (centrally) controlled online transaction, have significantly raised the bar in terms of what it takes to run an effective “dynamic pricing and inventory strategy”.
At the same time, the “leisurefication” of corporate travel is eroding the position of GDSs as corporate travellers increasingly seek the same choice, brands and tools that