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  • HITEC Special: Does EU GDPR Affect U.S. Hospitality Companies?

    By Alvaro Hidalgo. The EU General Data Protection Regulation has set a path towards protecting personal data which many other countries will follow. In a global industry such as hospitality, it should be a primary objective to take the steps towards compliance.

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    HOUSTON: A booming cosmopolitan city that is home to more than 2 million Texans, NASA’s famous Johnson Space Center, and — in just two short months — the world’s largest hospitality exhibition HITEC®.

  • HFTP Report: Hospitality Data Security — Strategy for Data Protection and Regulation Compliance

    This guide from Hospitality Financial and Technology Professionals (HFTP(R)) covers safeguards that can be implemented in hospitality businesses today, tips on how to continuously improve security and data regulation compliance.

  • HFTP GDPR Guidelines: Privacy Policies for Hotels

    This document offers points to consider in the development of a hotel’s privacy policy. In view of the multiple organisational and legal structures under which hotels operate, as well as the complexity of the third party landscape that may be part of the complete guest experience, this document serves as a guideline only.

Amazon Echo, Google Home ... hotels are wrong again

tendancehotellerie.fr ·26 June 2018
And yet it's impossible not to come across an article that does not talk about it. On a simple common sense, it seems obvious that Amazon will organize everything to boost the story because on the one hand it is potentially hundreds of thousands of sales for its toy, but especially by ricochet millions of customers potentially to buy it too. All these multinationals on the web employ the best in all areas, and marketing is the keystone of the building.And the one who thinks that only the price of selling the device justifies such a debauch of energy, he or she forgets the double effect of the richness of the collected data: before we said, "if it's free, you're the product "but now we can add" even if it's not free, you're still the product ".In hotel chains, who's the boss? Many hotel chains are in fact headed by their CFO instead of their CEO, the example of Marriott sacrificing the Starwood CRS for the antediluvian Marriott CRS, just for a matter of money, demonstrates it perfectly.In this regard, the troublemaker Sebastien Bazin president of AccorHotels decided to fight, not in a "against everything" mode but in innovation and investment mode. Is he one of the only ones to have understood that a new wave of hotels emerged, driven from Asia or more simply that the word "hospitality" had changed meaning? Focusing on some of his mistakes such as the marketplace for the independent hotels would be petty: Sebastien Bazin is a locomotive on his own and we need big companies to be driven by locomotives rather than followers or worse, accountants!A question of common sense ...Working on its customer supply chain is a priority for any company that intends to last but not for a hotel chain, because the central tool in its supply chain, the CRS, is old, rigid, stuck outdated, obsolete, far too expensive, etc ... in almost every major hotel group. How many hotels have not yet incorporated this ugly concept of "customer acquisition cost" in their business management: they suffer while it is the main lever of their sustainability.Recent technological lessonsThe main slap in the hotel business is Booking: Little guys from a tiny country have taken the problem upside down and have become the undisputed masters of the hotel reservation, at least for now. Since Booking.com exists, have we seen a single hotel reservation system from a hotel or chain be as effective? as fast? as simple for the customer? Have we seen real initiatives to offer the customer a hotel list that may seem to him exhaustive? As long as the neighbor hotel is considered a competitor instead of a colleague who is heading in the same direction, the Booking-Expedia duopoly will have a bright future. As long as the bed and breakfast or furnished accommodation will be considered enemy #1, the hotel will continue to dig his grave.Wi-Fi is still a problem in the hotel industry: it is payable too often, it is of mediocre quality and its security is not often acceptable. Offering a high-quality internet (stability + security) and with a good bandwidth should be the same concern as providing hot water at the same time to all rooms. If a hotelier finds it logical to have a peak flow during rush hour, then why is it not the same with electricity during these peak hours? It would be funny to see the TV go down when you turn on the hair dryer or be in the dark as soon as the guests in the next room come in ... On this point, the comfort of use of Internet in an Airbnb is a hundred times better than in a hotel! If a hotelier finds that the Wi-Fi is expensive, may we suggest him to sell his hotel and to buy a shoe store where we do not need Wi-Fi, although ... the customers also need the Internet to visit in real time Amazon's store and check if it's not cheaper.Where's gone the innovation spirit that used to drive hotel chains to innovate, for example, IHG with the 1st CRS worldwide in 1965, at a time when even the word "computer" was unknown to most?Who remembers the beautiful days of the phone device in a hotel room, at a time most of the customers used because it was his only means of communication? Who remembers the huge margins that hoteliers could generate on the use of the telephone, especially in high-end hotels? In 2018 who's still using the room phone to call home or office? Indeed, some hotels have implemented systems allowing the customer to access from the room phone to the list of his contacts, much like the multimedia system of any modern car. Except that in the car, it is the customer's phone that serves as a transmitter, not another line with an additional cost associated ...Aside from car rentalWhen you rent a car from one of the leaders in car rental, you have a clean car, recent, little damaged and yet this car is full of traces, the digital traces of ALL previous customers: just look at the list of previous navigation destinations to find out where the car has already gone. On the phone, you even have access to dialed numbers!!!On this specific point, the hotel entertainment systems automatically reset themselves from the client (if the systems are connected) and do not speak Russian to the Argentinian client who has just checked in ... So, all is not lost!The mania of forcing the customerIn all sectors and not only hotels, we force the customer to behave as the merchant has decided: selling channels are compulsory, it is compulsory to install this app to do that, etc... now we even push the plug to bother him/her as soon as he/she passes in the street, in the alley of the commercial gallery, in front of the laundry with incessant and exhausting solicitations.Chatbots have not yet revolutionized this game. Nevertheless, rather than go to the mobile application of our bank, would not it be easier to complete a wire transfer directly from our favorite messenger/chat application (Facebook Messenger, Skype, Telegram, etc ...)? The security of the transaction is not that difficult on these tools ... if we have the right engineers. Same to book a hotel room!With Google Home or Amazon Echo installed in the room, once again we want to force the customer to use technology that the hotel has unilaterally decided to install.The law is evolving much more slowly than technologyIt's terrible! And it's not going to get any better because technology is accelerating more and more while the laws are long to be promulgated because made by generations who do not really understand the stakes, the quest for power for power being too often more important than the rest.By gaining height, the recent establishment of the GDPR is a dark task in the middle of a blank page of law (s) on digital. While the GDPR is heavy for small companies, it rings the bell and reminds all businesses, especially the most powerful, that the law can touch the only place that matters to them, the dough.For once a law is taken at the scale of a continent and not a single country, the event is literally extraordinary. Especially when at the same time this Dear POTUS renegotiates European country by European country its bilateral trade agreements, seeking to sow discord in a wobbly Europe and where small countries (in number of inhabitants and especially in GDP) that are subsidized have as much of weight than those who perfuse them.The world is changing fast, very fastThe Internet wave was followed by a technological tsunami that destabilized entire sectors of the economy. We can waste time crying and regretting the past or we can decide to make it an opportunity.DarwinAccording to Darwin's theory of evolution: the one who survives is neither the strongest nor the smartest, it's just the one who adapts!Technology has allowed every human being to do things unthinkable 40 or 50 years ago. Who would have predicted that 97% or 98% of people in many parts of the world would have their own phone in their pocket all day long? Who would have predicted that this phone would become smart and would do more than just talk?The era of personal dataWho can think that this wave will fade? Artificial intelligence and its associated technologies like machine learning are again shaking up the established order.This is just the beginning of the era of personal data, not that it did not exist before but because it is recordable, saveable, duplicable, compilable, exportable, measurable, spyable, comparable and usable to infinite power!Go headlong or think 2 seconds?There are many people who go headlong into technology without taking a step back. Is it healthy to have only one Wild West mode provider for ALL of his personal data technology tools? Is it safe to disclose 100% of one's life to an entity that does not meet any rules other than those of its own board?How many people use for example only Google: Android + Gmail + Chrome + Google Search + Google Drive + Google Calendar, etc ...? How many do it privately AND for professional purpose? Their answer is always the same and they would almost try to pass the others for degenerate morons who are too stupid to understand: it's simple! Obviously, Google's tools are well made, ergonomic, simple and addictive! Who could imagine that Google or Amazon or Booking would have arrived there with ugly and complicated tools?Must we give in to all that is addictive? Is not it reasonable to say that you have to divide your digital print between several tools while waiting for your own tool?Fortunately, there are people in the world of technology and computers who think that the web belongs to everyone and not to a handful of multinationals. And among these people, many say that the way of storing his data today is a heresy: everyone should have their own silo of data from which it gives access to such or such service, for a fixed term or not, for a precise use or not, etc ...No one has really developed its own silo data in his garage, nevertheless the blockchain today has one of the best potential on this specific topic: everyone could unilaterally control his data, give rights, revoke or modify and especially have access to undeniable and tamper-proof traceability of the use of these data.Today we do not realize the digital footprint that we leave everywhere: we leave geolocation enabled by default and shops around our phone know and can tease, propose or even harass if the pressure becomes too much strong.Imagine a hotel room where 100% of what you do is recorded and used to make statistics.Soon statistics of farts!Do you really want the hotel to be able to do statistics on the number of your farts? Little ones, big ones, sneaky ones, monstrous ones, ...Imagine the receptionists' face in the morning saying to a colleague "here's the record man of the month! "Or at check-in "I bet this one is the winner! ". Should we organize a prize giving?Do you want the "system" to remember and decide to go as far as you can down the corridor or force the HVAC to stay on a loud and de facto noisy mode the next time you come not in this hotel but in one of the hotels of the chain, at the risk that you shiver?Do you want the hotel to be able to cross this statistic with other personal and discriminating data?The time of reason is comingHe takes his time. The GDPR has allowed some people to become aware of several things. Businesses literally disappeared with the GDPR because their business was to use data acquired without consent for non-consensual purposes. And we are not going to cry for these parasites.But above all the GDPR makes it compulsory (in principle) for companies to the proportionality of information stored according to real needs, not to follow the fads of the head of marketing.The personal shopping botsArtificial intelligence is still in its early days on this specific subject of the personal purchasing robot that presents a multitude of interests, especially on social networks, rather than on the sales sites themselves: according to its settings, the fact of participating in a discussion about a product or service, or even a simple Like, allows the brand to communicate one-to-one, to access some calibrated personal details (I like blue shoes without animal matter and in 10.5 size but I do not give my name nor my mobile number) and to be able to present to the visitor a very short and hyper-targeted list of products, with personalized tariff: offering a one-to-one discount has not impact on the public value of the product because the price remains the same online.The setting of this shopping bot allows you to pause your purchases, to plan a long-term search or to start an urgent search for delivery within an hour.Except in the business travel where premises are visible, we do not yet see a real shopping bot in the field of B2C travel, however it should happen. With these shopping bots, Booking.com can have some chilling to do because what will be its added value for a casual customer? Booking.com may be able to use a loyalty system for a regular traveler but not for others, and still it will be necessary that this system of loyalty is advantageous for the customer ... And when the transaction will take place on the ground of customer, the added value of booking ergonomics will no longer be worth a kopeck! No false joy, by then Booking.com will have found something else. Remember that with the money you give them every month, they have billions in the bank to hire the best of the best ...Besides, how many customers book EXCLUSIVELY by an OTA to avoid giving too much personal details to the hotel? To avoid credit card details to be lying on a piece of paper?The explosion of data collection points All experts predict an explosion of so-called Internet of Things (IoT). A multitude of objects for programmed use (a refrigerator, a television, a shutter, a coffee maker, a switch, etc ...) are not replaceable by a single object that will do everything.On the other hand, objects of the Amazon Echo or Google Home type will not be able to multiply indefinitely and anarchically. As for the phone, this item will inevitably become personal and no longer attached to a home, room or hotel room. At this stage of technology, we almost all have a tool that already has this technological component.It's called a smartphone and it already contains a more or less intelligent tool like Siri and works very well on its connected watch or connected headset or glasses connected, or any other personal AND connected object.What should hotels do then?It is doubtful that it is not the independent hoteliers who will be able to be the driving force nor devote big means.But the chains can.Instead of trying to multiply the points of collection (and de facto friction points with the customer if he is "allergic" to a technology) and at the same time to put himself at odds with the law and the GDPR by collecting and storing data that they clearly do not need, the logic would be for hotels to do everything so that the customer's connected watch can turn on the light of the hotel room. Idem for the reservation: the customer must be able to book a room in his own environment that he could punctually leave to be possibly reassured (see a room in video 360, see breakfast room, ...). And so on for 100% of the tools and services.Imagine being able to say to the maniacs of the cleanliness: here no more common remote control, it is your telephone that controls everything. This customer segment alone is worth the investment!A priori the personal system of the client will know very well his accent and his way of speaking, which will necessarily reduce the risk of error. But above all, it will be THE system chosen by the client and that he/she will TRUST.Why should a customer trust a hotel and its employees? With these new tools, which guarantees to a customer that his extra-marital "fitness" will remain within the 4 walls of the room as it always did? It's important to remember that hotel and sex (not priced) always got along well!In this way, the customer is therefore responsible for his own digital security. The hotel does not collect and therefore no longer stores personal and unnecessary data.No need to push the reasoning very far to say that we could very well ensure that the hotel does not hold the information of an intolerance to the feather pillows until before guest check-in and DELETES it of its system once the client left. What a change of mind for hoteliers, especially in luxury segment, who think they are allowed to know everything and especially store everything on their regular customers. Yet the only data they are legally required to store for several years is the invoice and billing items. The word hospitality only means "welcome well" and not " hold a very detailed sheet" of which even the STASI would not have had the crispy details.The era of true customizationWith the arrival of shopping bots, chatbots and the rapid growth of their artificial intelligence, it is no longer the merchants who push information to the visitor. It is the potential customer who opens the floodgates of his data to merchants who meet his next generation RFP without having access to data that is not necessary to provide the service.Idem for the transaction that, for these users of a new kind, will happen on the customer side and not on the merchant side, with at stake a better understanding by the customer of the small lines, deadlines, modalities, supplements, etc ... because he will at some point be able to compare in his familiar environment.We are not there yet, and this won't explode in 2018. Nevertheless, this kind of thing should seriously develop in the decade, especially with the trend of more and more consumers trying to consume better.ConclusionIf the hotel industry wants to become again an industry that innovates, then perhaps it will be necessary to start and become precursor instead of follower.If the hotel industry wants to regain market share it would have lost due to the "furnished accommodation" business, perhaps it would be tight moment to make these tourist accommodations amateur in terms of technological security in comparison to what hotels could guarantee on the specific subject of their customers' data.In any case, the time when hotels could force customers to use a system is over. It is up to the hotels to adapt to their customers'.Whoever does not take risks and does nothing has no chance of being wrong, has no chance of adapting and consequently surviving!
Article by Guilain Denisselle

Yeah, new Booking's income strategy...

tendancehotellerie.fr · 8 November 2017
Crumbs, really ?Let's be serious: the vast majority of the hotel's revenue is made up of real turnover, no cancellation fees.If a hotel is doing more business on these "crumbs" than on its regular business, then there is a real problem. Unless its manager happily bills the rooms he has relet ... #chuuutIn practiceSome hotels routinely charge late noshows and cancellations. Others act with the necessary humanity.Finally, a minority of hoteliers have an optimistic view of the world around them and do not charge for them or few, unless they are better organized and therefore more able to eliminate many.Not possible ? You JUST need to engage the conversation with your customers! Still, it must be done in the right way and especially at the right time.Has a service been delivered?Euh... no. In fact, the hotel that has not delivered a service to the customer cannot bill as such.Instead, he cashes an amount equal to the room reservation, which is intended to cover the loss of turnover: this is a compensatory indemnity accounted as exceptional profit, ie this is not turnover, and therefore no VAT applies.Is Booking doing right?Booking has rendered a service to the hotel and on a common sense, Booking's service deserves to be paid as soon as the hotel receives a sum covering part or all of the reservation.If a hotel does not agree with this principle, does this mean that a guest can "forget" to pay for his room? Oh yes but no it's not the same. #dowahtIsaynotwhatIdoOne could argue that Booking decides alone, but which legitimate reason could prevent Booking from doing so?So let's try to summarizea hotel and Booking are commercial PARTNERS: they have agreed that the second one will provide the first one with ready-to-use customersBooking has sent a reservation to the hotel, for example for 110 EUR tax included (100 EUR without VAT)the client does not show up or cancels late based on the rate plan rulesthe hotel debits 110 EUR from the customer's payment cardthese 110 EUR are accounted as exceptional profit, whereas the logic would like that the indemnity only covers the sum without VAT, ie 100 EURthe amount excluding VAT, 100 EUR, includes fixed costs that the hotel will assume anyway, for example its staff costs, however the hotel will save the cost of linen, bathroom items, electricity, water ...the EUR 10 VAT is a bonus. It is obvious that this amount compensates for a real prejudice, ie the fact of not having to return the VAT money to the French state!Booking finally bills (after almost 20 years) its commission on these sums, which seems rather normalBy the way, when you cancel a non-refundable airline ticket, the airline reimburses ... taxes. It is sometimes necessary to insist, nevertheless it is compulsory by law!The two-fold effect of pre-authorizationTo encourage hotels to insert flexible rates, Booking unreasonably pushes hotels to pre-authorize and one might wonder about its misuse.By broadcasting the ad "you can cancel without charge", Booking pushes customers to book even if they are not sure to come, which drives to more cancellations. It's a great jackpot for Booking:more bookings means more more commissionmore noshow and cancellations means more commission tooYet on a common sense, if a rate is flexible, the only thing the hotel can do before the free cancellation deadline is to check the validity of the card: for this there is a verification procedure that is not a debit nor a pre-authorization and for which the credit card terminal will say:the card is validthe card is invalidSir Booking, shame on you for pushing hotels to abuse pre-authorization without properly informing the customer (the client is not informed on mobile. On desktop the client is informed that a pre-authorization might happen, not of the exact amount) because in the end it is the customer who suffers all this.On desktops, Booking says "you'll pay at the property" and if we position the mouse over credit card's logos we are warned that a pre-authorization is very possible, but without giving any amount:On mobile, nothing! At all!!!A doubt about pre-authorization? Please have a look at this 5 years old article "Du bon usage de la pre-autorisation" that is still up-to-date.And how do other tourism actors manage?Have we ever seen someone give a credit card as a guarantee to his airline and pay the ticket once arrived at the boarding gate? #ThisisnotthesameMany tourist activities are also settled at booking time.Once upon a time, we were used to asking for a deposit, this weird thing...Would there be other solutions than pre-authorization? #impossibleDon't you think that the real topic should be about Booking charging commission on the full rate including VAT?If a subject should really engage hoteliers at a regional level (VAT does appy all accross Europe), it would rather be the fact that Booking DOES charge its commission on the full amount including VAT instead of the rate without VAT.Where did we see that a commission applies to VAT? In any case the French Economy Minister lets do so.If one day hotels paid the commission on rates without VAT, then the customer could be entitled to pay compensation for his noshow / cancellation on his reservation without VAT, not on the full amount. #yesbutnoConclusionHow beautiful is life of those whose only occupation is to complain. If the customers' fate was a real and deep concern of these "operette" grumpies, it would be known!Meanwhile, there is a majority of hoteliers who care more about their customers than the rest, and among them hoteliers who have understood that in order to sell it is necessary to make commercial efforts: have tools, be trained, have trained staff, question oneself, learn, try, make mistakes, ...On the other end, should we see this decision of Booking as an attempt to bottom-feeding because growth is becoming "complicated" to manage in a context where a commission increase would light on Booking's behavior and this is something Booking doesn't want the general public to be aware... nor politicians.
Article by Guilain Denisselle

Hotel technology Infographic: PMS more "Slow and quiet" than "Fast and furious"

tendancehotellerie.fr ·12 September 2017
The world is changing fast, technology even faster. The PMS takes its time, the PMS imposes its deadlines, the PMS slows everyone down, the PMS is obsolete. If the PMS was only for its publishers, it would not matter. The problem is that an entire vertical economy furiously depends on the PMS, which is the operational IT root of the industry. In a hotel, there is no possibility of disconnecting technology: a hotel works 24/7, 365 days a year, and especially when others rest and unplug.Reminder of the hotels IT architectureException aside, hotel technology is primarily based on the PMS. Why is that? Because the billing system and then the planning were the first to be mechanized and thereafter to be computerized.Step by step, the hotels asked their PMS partner to interface with other solutions that would help them in their daily operations. For simplicity and due to a lack of strategic vision, hotels have chosen this path. From a PMS perspective, this is a great opportunity not only to increase its average basket but above all to increase its customer dependency, which makes the divorce even more complicated. PMS' interest is THE top priority, the interest of its client only comes second. Don't you agree? Well, consider the PMS global leader's behavior.Shall we throw out the baby with the bathwater (this is a typical French remark "Faut-il jeter le bebe avec l'eau du bain")? Today, NOT AT ALL. Why? Because otherwise how would hoteliers manage their daily management and suit their customers.In this context, the strategy of CitizenM which really controls its technology and especially its data should guide other hoteliers to think and to act.To change the ecosystem, a few solutions are emerging that put the PMS back to its true role: the PMS handles operational and only operational. Before confirming that this a the best available stragegy, best is to wait and see how smoothly the daily operations run.Where are these PMS based?89% are based in Europe, of which about 65% are in France.A hyper-fragmented market41% of companies make no more than half a million Euros annual sales, 50% less than one million, 61% less than two million ... With such a low turnover, it must be difficult to run a R & D department (Research & Development) with a real "R". Not a single thriving technology company can do without a strong or very strong "R". In this context, how can we hope for innovation?Cloud is taking the lead40% are cloud based, most of them with a SaaS model. 38% are privately installed, either on premise or on a private server with a Citrix-like bridge, or as a mix. The balance, 22%, are hybrid and can be instaled either on premise or in the cloud or both.Connectivity makes no sense!50% have 10 interfaces or less. How do we get to "10 interfaces" ? Take the two or three dominant channel managers in a market, one third party PCI partner, two or three customer reviews & marketing tools, two or three POS, and you'll get even more than 10!Only 22,9% have more than 20 interfaces.Conversely, 1 in 8 does not have a single interface!What does it mean ? That the hotel is either locked into a short list of third-party solutions that do not necessarily suit him or he is sentenced to manually manage other tools.Superman Syndrome? Of course not!88% think they can meet the needs of Luxury Hotels, 69% of Palaces hotels. Yet they are only 50% to have more than 10 interfaces.There is no worse blind man than the one who doesn't want to seeThey are 90% confident about their own future and "only" 80% for their sector in generalStrangely this statistic does not reflect the other statistics: of those who make less than 500 k EUR of annual turnover, those who have little or no interfaces, those who do not know the cloud...Standards are not for them62% do not know HTNG (Hospitality Technology Next Generation), the association which has set up a large number of technological standards, for example the tokenization environment which allows PMS to delegate the storage of their customers' payment card data to a trusted third party, a "virtual safe".PCI-DSS: 35% are not compliantAnd many are in the process of becoming compliant by 31 December 2017, which means that the compliance rate at the beginning of September 2017 is closer to 50% than 65%.Of those who are compliant, 21 do so using a trusted third party and 10 by themselves.40% want to be paid double for each interfaceWhen a third-party solution asks to interface with PMS, 40% of them ask for a financial counterpart, either a single "account opening" fee or a revenue share over time.Don't forget that the hotel is already paying the PMS:A first time subscription to an interface to the PMS catalogEvery month/quarter/semester for interface maintenance. It is not uncommon for the monthly interface maintenance cost to be higher than the third-party solution's itself.Half only have written specifications readyWhen a third-party solution wants to interface with a PMS, the classic rule is that the PMS provides its written and illustrated technical specifications. 50% of them are therefore not ready to interface.ConclusionIn a context of globalization and acceleration of technology, it looks obvious that PMS are globally in total discrepancy with the present century. French hotels still have a long way to go before they become truly technologically agile.Can we extend to Europe? The other European markets are different, of course, but the trend towards small PMS businesses and the "blocking" of connectivity are elements that can be noticed everywhere.This means that there are real opportunities for bold entrepreneurs who are not afraid to come up against the reflexes of the last century. It's the future that counts!

Le referencement : SEO, SEA, SMO = SEM

·23 May 2016
Le SEO désigne l’ensemble des techniques permettant d’améliorer la visibilité d’un site web auprès des moteurs de recherche. Il est ce qu’on appelle généralement « le référencement naturel », et est nécessaire pour ressortir sur les pages des moteurs de recherche (ou SERP pour Search Engine Results Page). Le bon référencement d’un site dépend de la structure même du site : son arborescence, son codage et son contenu.

trivago Hotel Price Index Afrique du Nord pour Tendance Hotellerie - mai 2016

·23 May 2016
Mai 2016. Ce mois-ci les tarifs hôteliers des grandes villes des pays nord-africains restent globalement stables par rapport au mois dernier. En revanche, les tarifs hôteliers de ces trois pays diminuent fortement par rapport à l’an dernier : si le prix moyen d’une nuitée était de 82 euros en mai 2015, il est de 74 euros en mai 2016, soit une diminution de 9 %. L’Égypte enregistre la plus forte baisse ; alors qu’une nuitée dans l’une des quatre grandes villes égyptiennes coûtait 88 euros en moyenne l’an dernier, la même prestation vaut aujourd’hui 74 euros, soit 13% de baisse.

Petit-Dejeuner Qualitelis - E-Comouest : Les avis clients : Un moyen pour ameliorer le referencement naturel de votre site web le 26 mai 2016 a Paris

·18 May 2016
Améliorer votre référencement naturel grâce aux avis clients Manque de temps ? Besoin d’aide pour augmenter votre référencement naturel via les supports digitaux ? Nous avons le plaisir de vous inviter à une présentation organisée conjointement par Qualitelis et E-Comouest. Nous vous expliquerons les rouages de Google et l’intérêt pour vous de remonter les avis clients sur votre site internet afin d’améliorer votre référencement naturel.

Clients et hotels sont desormais sous controle strict de Booking ! Mais c'est pour le bien des clients, si si...

· 4 May 2016
Booking.com leader mondial de la réservation hôtelière vient de lancer la dernière touche de sa stratégie d’isolement de l’hôtelier, bien évidemment pour rendre service au client. A quoi aviez-vous pensé ? Enfin ! T’as pas été sage, je te confisque les emails Il y a quelques mois, Booking.com avait arrêté de transmettre aux hôtels les adresses emails des clients sous le prétexte fallacieux de la sécurité, comme si un channel manager n’était pas en mesure de garantir la sécurité des échanges. Si des détournements d’adresses email et de données personnelles depuis des réceptions d’hôtels étaient avérés, d’une part on en entendrait parler et d’autre part la responsabilité de Booking ne serait pas engagée.

Etude liligo.com / NEXT CONTENT : 80 % des Francais ne deconnectent pas en vacances

· 4 May 2016
Des attentes fortes en matière de connexion et de services Internet dans l’hébergement comme dans les transports De plus en plus connectés en voyage, les Français partent équipés : sans surprise, seuls 4% des possesseurs de smartphones n’emportent pas leur appareil. Et la majorité des possesseurs de tablettes ne la laisseront pas non plus à la maison. Ils sont même 42% à prendre avec eux leur ordinateur portable lorsqu’ils en possèdent un. Autre constat : plus le voyage est long, plus les Français sont connectés, que ce soit dans les transports ou dans l’hébergement. Ces résultats sont issus d’une étude liligo.com réalisée par Next Content autour des pratiques et attentes des Français en matière de connectivité et de services en ligne pendant le voyage.

<< Venez pour le prix, restez pour tout le reste >> La nouvelle campagne de communication de B&B Hotels

· 4 May 2016
La première chaîne indépendante d’hôtellerie économique en France lance à partir du 3 mai 2016 sa nouvelle campagne de communication « B&amp;B Hôtels, venez pour le prix, restez pour le reste ». L’indéniable bon rapport qualité-prix de B&amp;B Hôtels sera à l’honneur dans cette campagne diffusée sur les ondes radios qui s’articulera autour de deux spots diffusés sur l’ensemble du territoire français du 3 au 10 mai prochain.

Table ronde "Comment faire du mobile un facilitateur d'experiences clients cross-canal ?" le 10 mai 2016 en ligne

· 4 May 2016
Avec 35% du trafic e-commerce en France issu des devices mobiles (e-marketer janv 2016), les marques accélèrent leur transformation digitale pour mieux anticiper les usages des consommateurs et accéder à chacun de leur client, en quête d’une expérience individuelle utile, drivée par leur mobile. Feuilles de routes de 4 experts qui nous livrent leur recette pour réussir leur stratégie mobile, de la technologie au marketing. MC Factory et ses partenaires Stratégies, IBM et Cabestan ont le plaisir de vous présenter cette 42ème table ronde « Innovation &amp; Cross-média » :

Locations meublees a la nuitee : Enfin, un debat au Senat a la hauteur de l'enjeu et un premier pas vers la transparence au benefice du consommateur

· 2 May 2016
L’UMIH et le GNC saluent les avancées importantes adoptées par les sénateurs ce matin, dans le cadre de l’examen du projet de loi pour une République numérique, qui apportent une réponse à leurs demandes. Si les plateformes de mise en relation entre particuliers sont désormais des acteurs à part entière de l’économie, il était impératif et urgent d’imposer une plus grande transparence afin de rétablir une concurrence saine et d’empêcher les dérives constatées aujourd’hui ; notamment l’industrialisation cachée de services qui se développe au détriment de la protection du consommateur et au détriment des entreprises et de leurs emplois.

Projet de loi pour une Republique Numerique : lutter contre une distorsion de concurrence et pour une ethique commerciale

· 2 May 2016
« Le projet de loi pour une République Numérique est actuellement à l'examen au Sénat. Le texte adopté le 26 janvier dernier par l'Assemblée nationale a intégré quelques amendements dont l'objectif est de mieux réglementer la location d'appartements meublés. Je ne suis pas opposé à ce modèle qui complète l'offre traditionnelle et que nous devons considérer, mais il est important de lutter contre la distorsion de concurrence et pour une éthique commerciale. Convaincu de la nécessité de lutter contre une (...) -Communiqué de presse

A quoi ressemble l'interface de gestion de contenu ideale ?

·25 April 2016
On dit d’une bonne interface de gestion de contenu, qu’on doit pouvoir l’utiliser sans réfléchir. Encore faut-il avoir bien réfléchi au préalable ! Largement occupés par l’accueil de leurs clients et la gestion de leur(s) établissement(s), les hôteliers sont peu disponibles pour gérer leur webmarketing. Choisir la bonne interface pour faire vivre votre site vous fera non seulement gagner du temps... Mais aussi des clients.

Lutte contre les meubles touristiques illegaux : La Mairie de Paris rejoint dans leur lutte les grandes capitales touristiques

·22 April 2016
Le GNI-SYNHORCAT salue les déclarations de la Maire de paris, Anne Hidalgo, qui, dans un communiqué publié le 21 avril 2016, dénonce la location de meublés touristiques illégale et ses effets pervers. Tout comme le GNI-SYNHORCAT elle appelle le gouvernement et les parlementaires à renforcer la régulation des meublés touristiques, dans le cadre du projet de loi Pour une République Numérique, actuellement en débat. Les actions menées jusqu'alors par la Mairie de Paris, telles que les opérations « coup de (...) -Communiqué de presse/ GNI, Synhorcat, économie collaborative

Airbnb passe le cap des 400.000 voyageurs accueillis dans le Sud Ouest, dont 40% durant l'ete 2015

·20 April 2016
L’été dernier, le Sud Ouest a été particulièrement plébiscité pour les locations de vacances sur Airbnb. La Côte Basque et la région de Carcassonne ont été les destinations françaises qui ont accueilli le plus de vacanciers, et cette tendance semble être en passe de se confirmer pour l’été 2016.

Japonais, Australiens, Suedois... Qui depense le plus pour son hebergement lors d'un sejour en France ?

·18 April 2016
Hôtel 4 étoiles, chambre d’hôtes de charme, chaîne hôtelière confortable, auberge de jeunesse atypique… En fonction des goûts, mais aussi du budget défini, les voyageurs étrangers ont à leur disposition un très grand choix d’adresses où séjourner lors de leurs venues en France. Mais à ce propos, qui sont donc les cigales et les fourmis de notre mappemonde ? Le dernier rapport Hotel Price Index™ (HPI™) d’Hotels.com™ met à jour son palmarès et identifie les nationalités les plus dépensières et les plus économes lorsqu’elles voyagent dans l’Hexagone.

Expedia lance un outil de communication direct pour les hoteliers francais

·12 April 2016
La fonctionnalité « Conversations » intégrée dans la plateforme Expedia® PartnerCentral permet aux hôteliers de communiquer directement avec leurs clients pour une expérience de voyage encore plus personnalisée. Les hôteliers français partenaires du groupe Expedia peuvent désormais bénéficier d’un meilleur échange avec leurs clients ayant réservé via Expedia® PartnerCentral (EPC) grâce à Conversations. Cette fonctionnalité permettra d’améliorer l’engagement entre les hôteliers et leurs clients. EPC Conversations, accessible depuis Expedia PartnerCentral, est conçu pour être une plateforme facile à utiliser qui ouvre les voies de communication entre les clients qui ont réservé et les hôteliers, via un centre de messagerie. Au moment de la réservation, les clients pourront échanger avec l’hôtelier en posant une question ou en soumettant une demande particulière. L’hôtelier pourra ainsi lui répondre directement depuis la messagerie.

31/2 mois C'est le delai moyen d'anticipation par les Francais pour prevoir leurs vacances selon Expedia.fr

· 7 April 2016
A plus de trois mois des prochaines vacances d’été 2016, Expedia.fr révèle les principaux enseignements d’une étude sur les comportements en termes de réservations de vacances pour les Français, Espagnols et Italiens. Expedia.fr, l’agence de voyage en ligne, dévoile les résultats sur les habitudes de réservation de vacances grâce à une étude commandée auprès du cabinet d’études Onepoll. L’étude a été conduite sur un échantillon représentatif de 1 000 répondants adultes pour chacun des trois pays audités : la France, l’Espagne et l’Italie. Même si plus d’un quart de Français s’attendent à faire des économies en achetant une formule « vol et hôtel », seule la moitié n’utilise ce mode de réservation que pour des vacances à la plage ou pour des pauses citadines en Europe. Alors que nos voisins espagnols et italiens utilisent ce mode de réservation sans modération (entre 66 et 77 % pour les pauses citadines).

Prendre le controle de sa destinee

· 4 April 2016
Nul de besoin de rappeler que l’industrie hôtelière est secouée en ce moment. Nombreux sont les vents contraires qui rendent la manœuvre difficile : la baisse de fréquentation, la politique des OTA, Airbnb, le besoin en capital…. Nous avons interrogé quelques-uns des directeurs d’hôtels qui utilisent RoomChecking au quotidien et au détour des conversations nous avons entendu quatre idées fraiches que nous allons partager avec vous ici. Elles ont toutes pour point commun...la volonté de ne pas se laisser dicter leur métier et prendre le contrôle de leur destinée…

AccorHotels, SNCF et la Region Ile-de-France se mobilisent pour promouvoir Paris et sa region aupres des touristes du monde entier

· 4 April 2016
Dans la continuité de la démarche #ParisWeLoveYou lancée au lendemain des attentats du 13 novembre 2015, AccorHotels, SNCF et la Région Île-de-France, avec le soutien pour cette première étape des Galeries Lafayette, de Facebook, de la Monnaie de Paris t de Guy Savoy, initient aujourd’hui une campagne internationale de promotion pour donner un nouvel élan à l’attractivité de Paris et sa région auprès des touristes français et internationaux.

Annonce commune Airbnb / Mairie de Paris : poudre aux yeux et faux-semblants

· 1 April 2016
L'UMIH et le GNC redoutent que l'annonce commune faite ce matin entre Airbnb et la Ville de Paris soit une "mystification" de plus, et essaye de faire oublier la réalité de l'industrialisation de la location meublée en France. Cette annonce entre deux entités, a-t-elle pour objet principal d'enterrer le débat annoncé au Parlement sur ce sujet lors de l'examen du projet de loi pour une République numérique ? Aujourd'hui, peu d'effets sont à attendre d'un tel accord. Ce n'est malheureusement pas un (...) -Communiqué de presse/ UMIH, Airbnb, Paris

Droit de reponse des hoteliers aux avis clients : les bons et les mauvais eleves

·31 March 2016
La loi du 21 juin 2004 permet à toutes les personnes nommées ou désignées dans un service de communication en ligne d’exiger un droit de réponse, sans que ce droit ne remette en cause la possibilité pour le bénéficiaire d’y apporter des modifications ou de demander la suppression du contenu la concernant.

Les faux pas culturels ne sont pas sans consequences dans le monde des affaires

·31 March 2016
Dans le monde des affaires, faire bonne impression lors du premier rendez-vous est crucial. Booking.com dévoile aujourd’hui une étude qui révèle qu’une mauvaise connaissance des règles de savoir-vivre dans l’univers professionnel a des conséquences sur la réputation des entreprises. En effet, 62 % des voyageurs d’affaires confirment que ces impairs culturels ont un impact sur les résultats de leur entreprise.

Les franchises Accor preparent ensemble l'avenir de l'hotellerie a Dijon !

·25 March 2016
Contenu copié-collé du communiqué de presse officiel de son émetteur qui en assume l'entière responsabilité. TendanceHotellerie n'approuve ni ne désapprouve ce communiqué. L’Association des Franchisés Accor (AFA) a organisé les 14 et 15 mars 2016 son Assemblée Générale annuelle à Dijon. Près de 350 participants se sont réunis au Parc des Expositions et Congrès de Dijon afin de procéder au renouvellement de ses instances dirigeantes, de statuer sur les orientations stratégiques de l’association et d’échanger sur les évolutions du marché de l’hébergement.

Site web responsive et/ou site web mobile ? Quelle est la strategie la plus performante ?

·24 March 2016
Un site web responsive design est un site internet qui s’adapte automatiquement au terminal de lecture qu’il soit un ordinateur, une tablette ou un téléphone mobile. En d’autres termes tout le contenu de votre site web classique s’adapte à la largeur et/ou à la hauteur de l’écran de consultation = même contenu qui est simplement redimensionné pour le mobile. Alors qu’un véritable site web mobile est un site dont l’interface a été conçue directement pour un affichage sur smartphone. Tous les éléments de cette interface et ses contenus ont été optimisés pour une consultation sur mobile : taille réduite des éléments, contenu sélectionné, éléments d’interaction étudiés

Revolution et tourisme : pourquoi la tendance 'echange de maison' explose ?

·21 March 2016
Le Salon Mondial du Tourisme a eu lieu du 17 au 20 mars. Une occasion unique de découvrir les nouvelles tendances tourisme. L’échange de maison a vu son nombre de réservations multiplié par 2,5 entre 2014 et 2015. Zoom sur cette tendance qui continue à croître en 2016.

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