Facing increased competition and rising traveler expectations, major chains are investing millions in next generation technologies. They want to create more personalized guest experiences, optimize pricing and run more effectively. Can OTA platforms like Partner Central help small properties achieve the same benefits?
Research from Expedia Group recently revealed that chain hotels are 77% more likely to increase technology investment than small, independent properties who are more likely to prioritize room renovations.
This divide may not shock the hundreds of thousands of boutique hotels, inns and guesthouses who participate in our travel marketplace - but it inspired us to consider how the real-time data and tools in Partner Central can help hoteliers deliver exceptional guest experiences, no investment required.
Understanding the guest experience journey
A guest experience describes the touchpoints and emotions a traveler experiences before, during and after a hotel stay. Many of our partners are passionate about creating the special moments that transform a simple holiday into the trip of a lifetime – it's why many travelers love staying in independently owned properties. The opportunity is for Partner Central to augment their expertise to create a more consistent experience for the traveler, and more time for hoteliers to spend delighting them.
Below we’ve mapped the data insights and tools that support decision-making, guest interactions and review management across the pre, during and post-trip journey. Read on to discover how OTA tools can improve the guest experience.
1. Shop & Book
As travelers are researching and planning their trip – evaluating properties and examining dozens of photos – Partner Central helps hoteliers target and engage those who will be the best guests for their properties.
2. The Trip
Our travel sites (Expedia, Hotels.com, Wotif, Orbitz, Travelocity and more) provide mobile apps to help travelers stay informed and able to easily access their booking information as they make their way to you. Once they arrive, the focus is meeting and exceeding their expectations and ensuring they feel valued. And Partner Central is there to help.
3. Post Trip
After guests check out, Expedia Group encourages them to share their experience with other travelers – you can reach out too, via Messages. Once a review is received and verified, Partner Central provides tools to help you manage your online reputation and maximize your guest feedback.
There’s a richness of additional tools and data in Partner Central; this is just one demonstration of how OTA technologies can be used to support small independent properties in increasingly competitive markets.