"YES AND..." & "NO, BUT..." - Imagine that...

Imagine that you have to book a hotel room for your next trip. The goal is simple: make an online hotel reservation, no matter what kind system you use and how you get to the final hotel choice. So, more or less the process is always the same: search engine, travel portal, set input parameters such as dates and nights and comparison of results, identification of attractive offers, hotel website and booking engine and, finally, the reservation.

Let's stop for a minute at the moment immediately preceding the conclusion of the reservation: I chose the hotel, I checked all the information about rooms, rates, hotel and property, the hotel is in a good location, it has rooms available for the dates of my trip and the price falls in my budget ... Ok, let's book!

Now imagine that you can enrich your travel reservation with additional services that you probably have not even thought about; for example, why not to book a taxi from the airport to the hotel? That would be great, you won't have to think about it any longer. Moreover, the hotel you chose has a magnificent Spa, so why not to book a nice relaxing package or a massage at the time you wish, for the lenght you prefer?

YES AND... a proposal like this, whether online or offline, automatically becomes a proactive sales process that increase customer's desire to purchase, as well as a key lever to make him choose your website for its reservations instead of the travel portal. All this without necessarily having to increase the number of clicks that the user must make before reaching the completion of booking, then having to leave unchanged the possibility of being able to book in just 3 clicks, regardless of the number of rates, rooms, offers and services displayed.


Imagine arriving at a restaurant for a nice dinner with your girlfriend, wife or lover ;-), but you don't have a reservations and, unfortunately, the restaurant owner tells you that all tables are occupied. Imagine then that the restaurant owner says: "as soon as I have an available table I'll let you seat, meanwhile I'm gonna offer you a drink at the bar" ...

Similarly, imagine entering into a beautiful hotel after a busy work day, but even in this case, the hotel is fully booked and you didn't make a reservation because maybe you forgot it or for a simple misunderstanding with your secretary who has failed to reserve the room or, again, you tried to book online but have not found available solutions for that date but you still decided to try to present yourself in the same hotel.
The receptionist, however, also tells you: "I just checked the availability of the last rooms at a hotel within walking distance of the same category, I'm going to book a room for you and in the meantime I call a taxi for moving to there"

NO, BUT ... What do you do when a user tries to book on your site through your booking engine when you don't have any availble rooms? Most of the time he's gonna leave or check availability at other organizations. Just as it happens in the two examples above, even in the online booking process, the concept of "NO, But" does not change. This rule is to be able to propose, for example, alternative dates to the initial request of the customer, different offers from the one selected for which there is no availability, or, in the latter case, you should propose a hotel near you.

As it stands for the offline, even the online consists of cascading and consequential steps, where the user always has an answer to the choice he made and the results obtained and, even if the answer is negative (no availability), he always has the possibility to continue his trial until his goal is reached (reservation), without having to leave the path and then starting a new one.

Try it yourself...

Madeep.com

Customer Care starts at the time of booking

Anticipate Guest requests is one of the main professional esteem in hotel industry. This is not only for a good customer service, but a real business opportunity if you have the right instruments.

Customizing rates, travel offers, packages and stay amenities and services is increasingly the focus of marketing strategies... especially on the web. In fact, while it's a good way to increase your customer loyalty when the Guest is there, the web is a wonderful opportunity to anciticipate his needs that are no longer only "room accomodation".

Providing the Customer with a wide range of additional services, increasingly opportunities to create his own tailor-made holidays or business trips, is not only a simple plus but a your special attention and the best effort you can do for your Guest.

Customer care (and business opportunity) starts at the time of booking before continuing during the stay in hotel. Nowadays, it makes the difference! The difference between expected service and customized service, so what a Guest is expecting to find when he looks for accomodation and you are able to offer to convince him to choose you.

Not all booking engines and online travel agencies are the same. Some one of that allows you to make better use of your sales skills by offering multiple rates, special offers, travel packages and, most importantly, additional services.

If a young couple newlyweds is looking online for your wonderful Luxury Hotel for their wedding night, why don't you give them the opportunity to book a special bootle of Champagne to be found in room at the time of arrival? Maybe when they'll come to you they will be too excited to remember to ask...

If a business man is going to relax in a Spa at the end of his working day, why don't you give him the opportunity to book a special massage into your Spa, at the time he wish (hour) for the time he wants (duration). Maybe when he'll arrive your Spa will be already fully booked...

Madeep.com