G
Guest12120
Guest
As I am getting closer to launching my business I am thinking about different ways to distinguish my website from tons of competition that already exist in my space. The competition is fierce however the market is so big that I believe there is room for more players that bring something new to the table.
When you are looking to book a hotel room online, would it matter to you what kind of customer service is offered by the online travel agency before something bad happens?
From my experience I can tell that the usual interaction when you use hotels.com looks like this
1) Booking confirmation e-mail
2) Booking reminder e-mail (if you booked in advance and the date of check-in was approaching)
3) Tell us about your stay e-mail (if you don't leave feedback you get a follow up e-mail)
That's it!
I've noticed that the other websites offer pretty much the same.
What if customer service was PERSONALIZED:
This is what I have in mind:
1) Booking confirmation e-mail
2) Personalized e-mail. Thank you for booking with us, your reservation at ABC Hotel has been confirmed directly with the hotel representative (hotel confirmation number, pre-paid status and room category has been confirmed). The hotel requires a deposit of $XXX for your stay, this is how you get to the hotel from the airport (links to booking a shuttle or a private care). Is there anything else we may do for you? Dinner reservations? Tours?
3) Complimentary gift delivered to the hotel. Signed thank you card, Starbucks gift card etc.
4) How was your stay e-mail
Would you consider a new (not known to you) website to book a hotel that offers spectacular service prior to your arrival or would you stick with the sites you know because you don't care about stuff like that.
I wonder you are your thoughts on this.
When you are looking to book a hotel room online, would it matter to you what kind of customer service is offered by the online travel agency before something bad happens?
From my experience I can tell that the usual interaction when you use hotels.com looks like this
1) Booking confirmation e-mail
2) Booking reminder e-mail (if you booked in advance and the date of check-in was approaching)
3) Tell us about your stay e-mail (if you don't leave feedback you get a follow up e-mail)
That's it!
I've noticed that the other websites offer pretty much the same.
What if customer service was PERSONALIZED:
This is what I have in mind:
1) Booking confirmation e-mail
2) Personalized e-mail. Thank you for booking with us, your reservation at ABC Hotel has been confirmed directly with the hotel representative (hotel confirmation number, pre-paid status and room category has been confirmed). The hotel requires a deposit of $XXX for your stay, this is how you get to the hotel from the airport (links to booking a shuttle or a private care). Is there anything else we may do for you? Dinner reservations? Tours?
3) Complimentary gift delivered to the hotel. Signed thank you card, Starbucks gift card etc.
4) How was your stay e-mail
Would you consider a new (not known to you) website to book a hotel that offers spectacular service prior to your arrival or would you stick with the sites you know because you don't care about stuff like that.
I wonder you are your thoughts on this.
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