In the hospitality industry today, convenience is everything. Given the events of the last year, there’s no reason for hoteliers to prefer their customers come to them exclusively through their own channels.
Instead, hoteliers should accept that customers have their own preferred channels and realize that customers can show brand loyalty without channel loyalty.
The reality of travel in 2021 is that travelers have options when it comes to how they book and where they stay. Securing brand loyalty should be prioritized over channel loyalty. After all, if one customer books 5 stays through an OTA like Expedia or Travelocity, and another customer books 4 stays directly through your voice channels, would you value the first customer any less?
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