The Insight Files
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The Insight Files
Consumer trends and news curated by Tourism Australia
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Over half of all travel-related searches are for hotels

Over half of all travel-related searches are for hotels | The Insight Files | Scoop.it

Travellers are mostly looking for information and inspiration about hotels and destinations, rather than air tickets, when using search engines such as Google. Research from guest feedback platform TrustYou found that 57% of consumers search for hotels, 49% are looking for a destination, and almost a third are searching for a combination of both. But the power of a brand is less strong than what hotels are hoping for, with just 20% of consumers saying they are likely to click on a hotel's website link when it appears in a hotel listing on Google. The survey results for US consumers showed that hotels remain the primary accommodation type for users of search engines, at least initially. Find out more.

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The hotel smartphone app will control room service and everything else

The hotel smartphone app will control room service and everything else | The Insight Files | Scoop.it

Room service used to be a luxury for many hotel travelers, but as the technology generation has grown into travel, many are now looking for a faster and more efficient replacement. With a hotel smartphone app in each traveller's pocket, most amenities once available through the wired hotel system can now be accessed through the cloud. Virgin's hotels nearly revolve around the smartphone. In addition to ordering room service, the thermostat, in-room music and television is all controlled by the smartphone, connecting the user and room. Among the legacy hotel chains, Marriott is among the first to integrate room service with a smartphone app. The service has been rolled out to 46 properties while full-scale launch is slated for the upcoming months. Applications like these will only grow as the travelling public demands better and faster connectivity as part of the unified hotel experience.

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Top 100 hotels and resorts in the world

Top 100 hotels and resorts in the world | The Insight Files | Scoop.it

View the world's best hotels and resorts of 2014, selected by Condé Nast Traveller readers. Making the cut include Hamilton Island's Qualia, Tasmania's Saffire Freycinet and Kangaroo Island's Southern Ocean Lodge. Topping the list is South Africa's Londolozi Private Game Reserve and Camps.

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Destination Luxury's curator insight, November 3, 2014 2:36 AM

We would love to visit each and every one of these.

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TripAdvisor's TripBarometer 2014: some key insights on traveller budgeting behaviours and hotelier investments

TripAdvisor's TripBarometer 2014:  some key insights on traveller budgeting behaviours and hotelier investments | The Insight Files | Scoop.it

"Travellers love to share (unless it’s the armrest on the plane), and people in the lodging industry love to talk shop. So it’s no wonder we have a lot of powerful data to share from our annual TripBarometer survey.

We could only fit so much in the infographic, so here are key insights and corresponding tips – including three you won’t find anywhere else."

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Small Luxury Hotels of the World Reveals New Luxury Travel Trends

Small Luxury Hotels of the World Reveals New Luxury Travel Trends | The Insight Files | Scoop.it

A recent survey conducted by Small Luxury Hotels of the World queried more than 800 SLH customers worldwide to identify significant trends in luxury travel.
The study discloses the recent progression of the consumption of luxury, as well as identifying new luxury travel trends including preferred destinations, expenditures and more. With a growing portfolio of 520 hotels in 70 countries, SLH continues to emerge as an authority in the luxury travel industry. 

  
The consumption of luxury


 Of SLH consumers surveyed, the large majority of respondents reported that for the past five years, their consumption of luxury products has risen most significantly in the travel (62%), technology (62%) and food and drink (60%) sectors. The consumption of luxury health and beauty products has also increased, but in a less significant manner overall (51%).  
Russian respondents claim the greatest surge in the consumption of luxury products over the last five years with almost 90% indicating an increase across both the travel and food and drink sectors, and 80% in the technology sector. Within the luxury health and beauty sector, a larger percentage of respondents from the emerging markets indicate a rise in the consumption of luxury health and beauty products (64% in Latin America, 64% in China and 86% in Russia). 

Luxury tourism


 When asked to choose just one luxury item, the most popular choice was a luxury vacation (42%), followed by a memorable experience (40%), highlighting the preference for a luxury vacation or experience over other tangible luxury items. Canada was an exception with 58% of Canadian respondents choosing a luxury car. 

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Positive Reviews and Staff Interaction Key to Guest Satisfaction

Positive Reviews and Staff Interaction Key to Guest Satisfaction | The Insight Files | Scoop.it

Travelers that research hotel reviews during the booking process are among the happiest hotel guests, according to the hotel satisfaction study released by J.D. Power today.

 

The seven percent of respondents that based their hotel choice off review sites reported satisfaction rates 144 points higher than travelers that did not scour the web before booking. Respondents that chose hotel rooms based on price alone were slightly less satisfied than their peers.

 

The report also found that increased interaction with staff led to higher satisfaction. Guests with four or more staff interactions reported satisfaction rates as many as 130 points higher than those that only spoke to staff at check-in.

 

The overall guest satisfaction rate was 777 out of 1,000 points, a 20-point jump from 2012 and the highest average rate recorded since 2006. The jump may be caused by the completion of property improvements kickstarted by the industry several years ago.

 

Read more at http://skift.com/2013/07/24/positive-reviews-and-staff-interaction-key-to-guest-satisfaction-finds-study/

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Hoteliers: this is how you use Instagram effectively

Hoteliers: this is how you use Instagram effectively | The Insight Files | Scoop.it

Instagram has obviously taken the social sharing world by storm and, post-acquisition by Facebook, doesn’t seem to be slowing down.

 

Many hoteliers have tried it out, but if you haven’t it really is time for you to determine how your properly can get with the picture, literally, and start taking advantage of the benefits that this social media marketing channel has to offer.

 

 

Pictures are worth a thousand words

 

Before I get into what you should be doing, I think it’s important to know why you should be doing it.

 

With all of the social media platforms placing such an emphasis on photo sharing, it is no wonder Instagram grew in popularity so quickly — it was the fastest social media network to hit 100 million monthly active users.

With 8,500 likes and 1,000 new comments a second, it is obvious that this social sharing network can be very influential. When Facebook purchased the photo sharing app for $1 billion in 2012, founder and CEO Mark Zuckerberg said:

 

“Providing the best photo-sharing experience is one reason why so many people love Facebook, and we knew it would be worth bringing these two companies together.”


Read more at http://www.tnooz.com/2013/06/27/news/hoteliers-this-is-how-you-use-instagram-effectively/#bxhO783h1JBi7CE3.99

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What Guests Want...at Hotels - Wi-Fi trumps all.

What Guests Want...at Hotels - Wi-Fi trumps all. | The Insight Files | Scoop.it
Hotels.com has released the 2013 version of their Global Hotel Amenities Survey, summarized in ...
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European business travellers prefer to book direct with hotels

European business travellers prefer to book direct with hotels | The Insight Files | Scoop.it

According to a new Accor study, European business travelers book their hotels online, mostly directly via the hotel's website (43%) or through travel websites (33%). Location is their primary concern when choosing a hotel (for 66%). And free Wi-Fi is now an absolute prerequisite for one in two business travelers.

 

Accor, the world's leading hotel operator and the market leader in Europe, publishes today its first European Business Traveler Research. Business travelers represent around two third of the group's customers and are the focus of this research which targeted members of its Le Club Accorhotels loyalty program from France, the United Kingdom and Germany.

 

The research reveals key trends regarding their accommodation preferences, service expectations, habits when staying in a hotel, etc."Nowadays, business travel is evolving because of the globalization of exchanges, the development of new technologies and changing lifestyles. This research enables us to remain fully in touch with market trends and reveals one major customer expectation, the REWARD or desire for acknowledgement," explains Grégoire Champetier, Accor Global Chief Marketing Officer.

 

The notion of REWARD also reflects all aspects of business travelers' expectations: changing Reservation methods, the desire for a good Experience and know-how, the need for free Wi-Fi anytime, anywhere, for Attentive establishments, for Responsible hotels, all for a completely Digital-savvy business traveler.

 

Key findings regarding REWARD include the fact that European business travelers Reserve their hotels online, mostly directly via the hotel's website (43%) or through travel websites (33%). As far as Experience is concerned, location is their primary concern when choosing a hotel (for 66%) and bedding comfort is considered the most important hotel service (by 71%). Free Wi-Fi is now an absolute prerequisite for one in two business travelers and is the third most important hotel selection criterion after location and price. European business travelers also want Attentive hotels that offer guests a "personalized" service, for example a dedicated check-in desk for loyalty program members and access to media from their home countries. In addition, the research underscores the fact that European business travelers are Responsible and care about schemes that limit hotel energy and water consumption, as well as waste production. Lastly, the research reveals that European business travelers are Digital-savvy: 36% have downloaded a hotel booking application and one in two (49%) always or from time to time share their opinions on the social networks (Facebook, Twitter, etc...).

 

The research reveals differences between French, German and British business travelers. The Germans, for example, are Europe's champion business travelers, notching up an average of 17 trips in the first half of the year, compared with 15 for the French and 13 for the British, who make proportionally more international business trips. As far as online booking is concerned, the British are well ahead of the French and the Germans when reserving directly via the hotel's website (64% compared with 47% and 30% respectively). The Germans prefer to book via a travel website (48%).

 

The research, which was carried out for the first time in Europe, but which has already been conducted twice in Asia-Pacific, also compares the expectations of business travelers according to their country of origin and culture. For example, it revealed that travelers from the Asia Pacific region are more digital-savvy than Europeans. They consider free Wi-Fi more important (second hotel selection criterion after location vs. third criterion for Europeans after location and price) and also tend to share more their opinions online.

 

For Cédric Gobilliard, Accor Senior Vice President Global Sales, "this research's findings endorse our choices in terms of customer relation and services. Business travelers expect more digital services, a more personalized service and welcome, greater comfort and hotels that are more responsible, and we are working on all of these issues."

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Tots Invade Luxury Hotels

Tots Invade Luxury Hotels | The Insight Files | Scoop.it

"Luxury hotels are boosting efforts to cater to their littlest guests. Hotels say they are responding to increasing demand for kid-friendly services from travelers, who are bringing their wee ones to high-price hotels in never-before seen numbers. 


The rise of later-in-life childbearing—when more couples have the money to travel—is playing a role. So are baby boomers who organize, and often pay for, trips with children and grandchildren.


Getting to the hearts of kids is the most powerful way to get to the hearts of parents," said Mark Novota, managing partner of the Wequassett Resort and Golf Club, a 120-room resort in Chatham, Mass., that opened a new children's center in 2009."


[Click through for full article]

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Hotel trends that will shape guest experience in 2017

Hotel trends that will shape guest experience in 2017 | The Insight Files | Scoop.it

In this article, Skift makes its predictions for some of the biggest trends that will impact the hospitality industry and the overall guest experience. Among the trends include:

 

  1. Co-everything.
  2. Good design goes mainstream.
  3. Experiences beyond the hotel.
  4. Concepts of loyalty need to evolve.
  5. Hospitality will rediscover its roots.
  6. Local will regain its meaning.
  7. Luxury that's leaner and smarter.
  8. The smart hotel emerges.
  9. Expect even more brands to emerge, both new and familiar.
  10. Data interpretation is the ultimate intelligence.
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The importance of reputation management for hotels

The importance of reputation management for hotels | The Insight Files | Scoop.it

Reputation does matter. And while some hoteliers are changing their approach, for others adapting to new ideas is painfully slow, says TrustYou. This is exemplified in a recent study that showed only 56% of hotels are responding to TripAdvisor reviews and only 17% to Expedia reviews. This is occurring despite the fact that management responses to travel reviews has been shown to improve guests' perceptions of a property. Among the study's findings include:


  • Given equal prices, travellers are 3.9 times more likely to choose a hotel with higher review scores.
  • Appropriate responses to bad reviews improved 84% of users' impressions of the property.
  • Properties that respond to more than 50% of their reviews increase their likelihood of receiving a booking inquiry by 24%.
  • Approximately 90% of travellers report reading travel reviews prior to booking.
  • 76% of travellers say they are willing to pay more for a hotel with higher review scores.
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Panos Fotiadis's curator insight, April 9, 2015 3:09 AM

only 56% of hotels are responding to TripAdvisor reviews and only 17% to Expedia ...

Paco Lei's curator insight, May 5, 2015 12:26 AM

Reputation could be one of the most important factors to a hotel. A hotel will good reputation means people trusted the hotel can provide a high quality of good and services, therefore customer will more likely to go back to the same hotel when they visit the location again. All traveler will do some research about the places that they are going to in any ways, most people will read other peoples common, if the hotel reputation are general good, they usually receives better common on their sites, this can also lead to attract new customer to stay in the hotel. However earning a good reputation is not easy, a very small mistake can make a visitor hates their visit; therefore hotel staff will play a big role in helping the hotel to get better reputation. From my personal experience, I have stayed in one of the four star hotel in Japan, the hotel is normal just like most other hotel did not surprise me at all, however the friendly staff was so great and polite which make my stay very wonderful and unforgettable. Just by staying in the hotel for a few night has make me think all Japanese are very polite and nice.   

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Hotel Brands Can Do Better With Mobile Booking

Hotel Brands Can Do Better With Mobile Booking | The Insight Files | Scoop.it
A new report suggests that prestige hotels are missing opportunities to better compete with online travel agencies like Priceline and TripAdvisor when it comes to mobile booking.

Via Wendy Forbes
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Sustainable hotels earn higher guest ratings

Sustainable hotels earn higher guest ratings | The Insight Files | Scoop.it

"Hotels that have earned the ISO 14001 certification had higher guest satisfaction scores than those with no such certification, according to a study published by the Cornell Center for Hospitality Research (CHR)."

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Samantha Gandolfo's comment, October 3, 2014 12:23 AM
This article is extremely relevant to our site visit to Alto Hotel on Bourke as it is a 4-star sustainble, environmentally friendly hotel located in Melbourne CBD. Alto Hotel was the first in Australia to receive the EarthCheck Gold Certification as well as the first city hotel in Australia to offset all calculated carbon output, and therefore be considered carbon neutral. Alto Hotel receives extremely high trip advisor ratings (#6 of 169 hotels in Melbourne) and glowing reviews, the vast majority being 'excellent' or 'very good'. However, it is interesting to note that Alto is very subtle in their approach to sustainability and will not implement a sustainability initiative if it negatively impacts guest comfort. With so many similar hotels in Melbourne to choose from, being sustainable and carbon neutral is definitely giving the Alto a competitive edge and many people will choose to stay at the Alto because of this. However, some people would book for other reasons such as location or price without realising their environmental approach. Because of the way the hotel has implemented sustainability initiatives with guest comfort still as the number one priority, I believe it is possible to go through your stay without even realizing the hotel is carbon neutral. This is likely to be extremely beneficial, as guests can feel good about doing their bit for the environment without losing the feeling of luxury and comfort.
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15 Ideas That Would Vastly Improve Travel

15 Ideas That Would Vastly Improve Travel | The Insight Files | Scoop.it

From packing to deplaning, shopping to sightseeing — travel is a mix of logistics and hopefully, leisure. There's likely been a time in your travels when you've thought, "Wouldn't it be great if ...." No matter how much a jetsetter loves travel, there are always new ways to innovate and make every minute count.

Marriott launched TravelBrilliantly.com to learn what travelers like yourself are dreaming up on their trips. Whether your travel perks include food, music or reading the news, there's probably an idea for you on this list. The most innovative, yet feasible ideas that were chosen as first prize winners are featured below.

 

1. Social Conceirge

2. Zoned Speakers

3. Customized Scents

4. Shop To Your Room

5. Artwork

6. Build Unexpected Synergies

7. Stock My Fridge

8. Hashtag It

9. Local Reviews by Hotel Guests

10. Digital Newspapers

 

plus many more!  Find the rest of the list and full article here: http://mashable.com/2013/10/17/travel-tech-ideas/

 

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IHG sets the Internet free at InterContinental, Indigo, Crowne Plaza hotels

IHG sets the Internet free at InterContinental, Indigo, Crowne Plaza hotels | The Insight Files | Scoop.it

The InterContinental Hotels Group is now offering free Internet access to Elite-grade members of its loyalty program, which has recently been rebranded from Priority Club Rewards to IHG Rewards Club.

 

Platinum Elite and Gold Elite members are both in line for free wi-fi, with the benefit being extended to entry-level Club members sometime in 2014, the chain pledges.

 

The deal covers all properties under the IHG umbrella, including flagship InterContinental properties throguh to the hip Hotel Indigo brand, along with Crowne Plaza, Holiday Inn and Candlewood Suites.

 

Also new to IHG Rewards Club is a 'fast track' path to Gold Elite status by staying at three different IHG brands across 10 nights within a calendar year (Gold Elite usually requires 15 nights).

 

Platinum Elite comes within reach after bedding down at three IHG brands across 40 nights for members living in Australia, New Zealand, Asia and the Middle East, or four IHG brands if you reside in the Americas or Europe.

 

Reward nights also counting toward earning Elite status, while Platinum Elite members’ 'extra' nights (over the 50+ nights requirement) will be rolled over to help maintain their status in their next membership year.

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AppATrip provides hotels with innovative software for proactive reputation management

AppATrip provides hotels with  innovative software for proactive reputation management | The Insight Files | Scoop.it

Online review sites are of increasing importance for the hotel industry: more and more trips are planned and booked online. Often review sites are used to check the quality of  accommodations before making a booking decision. Therefore, bad reviews  can negatively affect sales and can turn into a problem for hotel marketing. AppATrip now offers hotels a new solution called EasyReview for the online reputation management. With EasyReview hotels have the possibility to collect and manage their guest reviews, and to export them to Google. The special feature: the software allows to collect video reviews.

 

EasyReview is available for the smartphone and tablet version of AppATrip and as a web application on hotel websites.

 

With EasyReview AppATrip provides  hotels with an efficient tool to independently collect reviews from their guests. Questions preset by the hotel can be  easily  and quickly answered by the guests with EasyReview on their smartphone, tablet or hotel website. The reviews can be checked before   publishing and can then be exported to Google. The special and unique feature: besides star rating and text review, there is the possibility to collect customer feedback via video. “Video reviews are yet an unexplored field, however, they have big potential with regard to website traffic and branding”, says CEO Ali Naqi Shaheen and adds: “So far reviews have been generated only by major review sites, but with EasyReview we offer hotels the opportunity to gain back control over their brand and their reviews on the Internet.”

 

The integrated video feature enables hotels to produce user-generated content that helps to improve their google ranking and to save affiliate commissions for online travel sites. Connected with branded tablets for installation at the re ception, AppATrip offers hotels an additional service that makes hotel reviews for both guests and hotels more comfortable. Guests can rate the hotel via tablets during checkout and enter into direct dialogue with the hotel. The hotel can react immediately and can actively manage its own online reputation.

 

Reports, such as by the Verband Internet Reisevertrieb from 2011, have already shown how important reviews are for decision making in travel planning. 95% of respondents consider reviews as genuine and 5 9% indicated that reviews considerably influence their decisions. Similar results have been published by Cornell University for hotel administration in  the report ”The impact of social media on lodging performance”. According to the report, positive reviews and online satisfaction of guests via online and offline channels directly affect the financial success of the hotel. Therefore, guest feedback plays a crucial role for the hotel image and is reflected in the numbers of booking. According to a recent stu dy by Amazon, the trend goes towards video reviews, because products with video reviews not only have a higher conversion rate, but are also considered as generally more useful as text reviews.

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angela djaliman's curator insight, April 24, 2015 1:50 AM

Customers reviews provide information about both the products and the post-consumption experience such as the quality of the service, value of money and and overall evaluation. This article discuss about the new technology of online review of the hotel industry. They are going to put a program on video review online, thus customers could directly speak to form the video via tablets in the hotel. This will make the consumer easier to express their experience of their stay more in-depth. Additionally this will make the managers easier access to the data and they also could visually see the expressions of the customers. This can also help the hotel to use less paper and conserve the nature, could be promoted and adds extra points for the company. Many research has been made throughout the years relating to hotels reviews, but in behaviour perspective, the impact on online reviews has attracted more study. With this information, hoteliers could improve their customers service and provide with a better quality next time the customers come. This new system will be used more in the future, because it is more effective and efficient in gaining the customers information. Therefore, the modern video review will be an advantage for both the business managers and a comfortable tool for travellers to express their opinion.

 

Li, H., Ye, Q., & Law, R. (2013). Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis. Asia Pacific Journal Of Tourism Research, 18(7), 784-802.

 

 

Sally Taouk's curator insight, May 4, 2015 6:05 AM

This article discusses about the new technology of online reviews of  the hotel industry. The reviews of the customer provides information about the products and the experience (including the quality of service, value of money and the overall evaluation). The hotels will upload a  program on video review online where the customers could directly  speak to the video through the tablets provided by the hotel. This allows the guest to express their experience more in details also helps managers access the video and analyse the expressions of the guests. This process also helps the hotel use less paper and conserve the nature while also leads to saving money and promoting the hotel as an  eco-friendly hotel. I believe with this current information, it will help the hotels improve their customer service and provide better quality for future customers. The new system will be used more in the future as it will be more effective and efficient in gaining the customers information.

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Proactively managing online reputation works for hotels – so here is how you do it

Proactively managing online reputation works for hotels – so here is how you do it | The Insight Files | Scoop.it

Many hoteliers today view reputation management as a reactive discipline of monitoring reviews and social media and responding to reviews in a way that ensures customer know that they care.

While managing reviews is a great start to online reputation management, there are a growing number of hotels who are getting proactive in their efforts and seeing significant benefits.

So at the end of 2012, we dug around some of our hotel customers to find great examples of how they have dramatically increased their metrics and scores related to online reputation management to prove how a proactive stance toward reputation can pay off.


Read more at http://www.tnooz.com/2013/01/21/how-to/proactively-managing-online-reputation-works-for-hotels-so-here-is-how-you-do-it/#3duQiSRYmPMoh4YM.99

 

 

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The Importance of Traveller Reviews

The Importance of Traveller Reviews | The Insight Files | Scoop.it

In a bold move that underscores the importance of online consumer reviews, Wyndham Hotel Group today will announce that it's officially inviting guests to review its hotels on TripAdvisor.

 

Last week, Wyndham put in place software from TripAdvisor that automatically sends Wyndham's online customers across its 15 brands a link inviting them to review their hotel after they've completed their stay. The company's brands include Wyndham, Howard Johnson, Ramada, Days Inn and Super 8.

 

Wyndham Hotel Group CEO Eric Danziger tells Hotel Check-In that management decided it was time to embrace consumer reviews in a new way for three reasons: Travelers have an insatiable appetite for online reviews, reviews can influence hotels to correct problems, and Wyndham says providing easy access to reviews has already translated into greater bookings.

 

When Wyndham's websites added the familiar TripAdvisor logo, star rating and review link earlier this year, he says, bookings jumped by 30%.

 

Read more: http://www.usatoday.com/story/hotelcheckin/2012/10/09/wyndham-tripadvisor-consumer-reviews/1622111/

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Fierce competition in China's hotel industry spreads to 2nd tier cities

Fierce competition in China's hotel industry spreads to 2nd tier cities | The Insight Files | Scoop.it

If there’s one major distinguishing factor about the current state of China’s luxury hotel market, it’s the contrast between saturated top-tier cities and “blank slate” cities further inland. Though outbound travel continues to boom and mainland Chinese are venturing increasingly further afield, boutique and luxury hotels are springing up not only in and around the likes of Beijing and Shanghai but in second- and third-tier cities, in the hopes of benefiting from the growing premium business travel industry and the popularity of “staycations” around areas of particular natural beauty. But this, of course, means ever fiercer competition for these hoteliers to position themselves correctly and offer more perks and better service than their competitors. But given the short history of world-class luxury hotels in some inland cities — particularly third- and fourth-tier cities — this is easier said than done.

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