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    November 14–15, 2017
    Conrad Dubai
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    Hospitality Industry Technology Exposition & Conference

    June 26-29, 2018

Live Chat: A Hotelier's Guide

Triptease Blog 22 November 2017
Chances are, the answer is yes. Live chat may have been optional in 2017. In 18 months' time, it's going to be as necessary for charming guests as free wifi. For hotels, messaging is uniquely important. The 'business' of hospitality is based on communication and relationships between people. Increased automation should not mean the loss of people-oriented service; indeed, it's the technology of live chat that will allow hoteliers worldwide to deliver their individualised service at scale.

The best of hotel tech from the 2017 PhocusWright Conference

Triptease Blog 14 November 2017
Anticipation is always high leading up to the PhocusWright Conference. What new ideas are being pitched? Which startups are getting traction? Who will be the next disruptive influence on the travel industry? Below are a few of the best hospitality startups we came across at the event. These companies are driving the type of innovation that can really impact hotels.

Spotlight on... Direct Booking Strategies

Triptease Blog 13 November 2017
How do the industry's most successful hoteliers achieve their goals? Download the report for guidance on OTAs, live chat, metasearch, loyalty and

WTM report: The chatbot debate - are they a do or a don't?

Triptease Blog 8 November 2017
At WTM this week and away from the enormous crowds, the Thai boxers, the Brazilian samba dancers and the mini jungles (courtesy of Costa Rica's stand!), a data scientist from Expedia Affiliate Networks was quietly arguing the case for chatbots in hospitality.

Where to find the hotel industry's best-kept secrets

Triptease Blog 25 September 2017
Direct booking demigods. High-occupancy heroes. How do the best hotels do it so well? There's still time to join us at the Direct Booking Summit in New York this week, where we'll be asking some of the industry's highest-profile hoteliers to share the secrets to their success. When we were planning the Direct Booking Summit, we had one criteria for speakers. They had to bring real-life strategies to the table. If hotels are going to take time out of their jam-packed schedules to attend our event, we want to make sure we're delivering the highest-quality content that is going to make their jobs - and lives! - a whole lot easier. Luckily, both hoteliers and tech providers were more than happy to step up to the plate.

Ilio, meet Ilio: introducing the Direct Booking Platform to its namesake

Triptease Blog 28 July 2017
Yesterday, Triptease HQ in London had the incredible honour of welcoming Ilio Chiocci to the office. Legendary among barmen and hoteliers the world over, Ilio is the true embodiment of hospitality in every sense of the word. Full of stories, humanity, and warmth, Ilio truly lived up to everything we were trying to achieve with the Direct Booking Platform: Ilio Edition.

Sometimes it's the simple things

Triptease Blog 27 July 2017
I spent today at the Revenue Strategy Summit hosted by Duetto, SHG and Kalibri Labs. There was much talk of technology’s role in improving guest experiences and shaping the role of the Revenue Manager. Topics close to my heart. But as I thought about my last few hotel stays, something quite different jumped out. I recently took my wife for a four-day break to Turks & Caicos - two nights in one hotel, and two nights in another. In the first hotel I encountered some minor issue and found myself asking for help at reception. It took a full hour to resolve, with the receptionist running back and forth between me and the GM - who was apparently sitting in an office directly behind reception. As I gradually became more frustrated, I asked whether it might be easier for me to speak directly to the GM, but he preferred to remain comfortably behind his locked door.

The undercutting trend you don't know about yet

Triptease Blog 21 June 2017
Hotels know they need to be watching their parity. Rate undercutting is so widespread that it's taken as a given, and, in this industry, a successful ecommerce business depends on the alert hotelier keeping their eye out for stray disparities. And, on an individual night basis, hotels aren't doing too badly at managing their rate parity. Across our client base, room rates shown for a one-night stay are being undercut around 5.8% of the time. But that undercut rate increases dramatically to 11% for a four-night stay - and 16% once the length of stay reaches 10 days.

Apple Business Chat vs. Facebook Messenger: what's best for hotels?

Triptease Blog 13 June 2017
Never one to lag behind, Apple are testing Facebook's mettle with the launch of their new iMessage integration, Business Chat. Apple's new feature will allow users to open an iMessage window from a variety of different apps and start a conversation with a business. Unlike Facebook Messenger, whose business functionality is centred around chatbots, Business Chat is currently limited to human-to-human conversations. But that doesn't mean it's all talk - businesses can also schedule appointments and process payments through their iMessage windows.

Tease of the Day: 3 Types of Loyalty

Triptease Blog 18 April 2017
We often hear that customer loyalty is a thing of the past. Easily comparable pricing and instant access to information put paid to brand partisanship. But maybe loyalty is just diversifying. On stage at the Skift Forum Europe, Mr & Mrs Smith co-founders Tamara Heber-Percy and James Lohan suggested there were three types of 'loyal' customers. Those fixated on points-collecting, those who value quality of service, product or brand, and those loyal to price above all else.

The Hotelier's Paradox

Triptease Blog 11 April 2017
Attending WIT Hospitality in Hong Kong last month, Chief Tease Charlie Osmond kept coming across the same two issues when talking to hoteliers. The first was one that we’ve all heard a thousand times: that hotels need to get better at tech. John Toomey, VP Sales & Distribution for Marriott’s APAC arm, proclaimed that ‘technology is going to be the key component for us to evolve as hoteliers.’ Hotels need to innovate, anticipate, get ahead of Airbnb and the OTAs - these have become go-to soundbites at many an industry event. The received wisdom is clearly that hoteliers need to be looking to the future, and embracing it.

The Reservation Benchmark

Triptease Blog 13 February 2017
In pursuit of our mission to help hoteliers recapture guest relationships and increase conversions on their websites, we conducted a small piece of research. We asked hoteliers across the United States and Europe to describe their current approaches and attitudes toward the reservation process. We’ve made the results freely available here so that you might benchmark yourselves.

The Future of Direct Distribution Technology - a hotelier's view

Triptease Blog 1 February 2017
My personal highlight from the Hotel Technology Forum in Berlin last week was the talk by Dr.Jan Sammeck, Director of eCommerce at Deutsche Hospitality. Jan works across three brands: JAZ Hotels Steigenberger hotels and Intercity Hotels and described his views on the future of distribution technology and specifically the process his team uses to assess what technology and channels to ignore and where to invest.

Making a List and Checking It Twice: Travel Research, Planning and Validation

Triptease Blog 3 November 2016
Visiting the much-quoted 45+ website, researching dates, flights, accommodation and activities…the average guest is left frazzled, convinced they’ve been ripped off, and in fear of that bad review on page 38 of TripAdvisor. In short, left much in need of a holiday. So what if you can make that path smoother or even, dare I suggest it: fun? TrustYou, Leonardo and Triptease teamed up to find out exactly where the pain points are for guests and how to eliminate them.

Are Book Direct campaigns hurting or helping hotels?

Triptease Blog 4 October 2016
Let’s face the facts: it’s not always easy to understand the impact of your direct booking campaign. We know it tends to get complicated. As important as direct bookings are for hotels, there’s still an incentive to downplay any short-term negative repercussions. And the truth is, the results of major brands’ campaigns results have varied.

Update: Parity Law

Triptease Blog 26 August 2016
Over the last 5 years, employment has been growing in Britain; hospitality is making the difference. It is now the 4th largest employer, providing 1 in 3 of newly created jobs, but this rapid growth comes with its own problems. Broad Rate Parity Broad rate parity means that a hotel can’t put cheaper prices on their own website, nor give them to other OTAs. They also must give the OTA access their maximum capacity. The world of rate parity has evolved over the last year; moving away from broad parity agreements as increasingly, this is seen as problematic by regulators. Broad rate parity doesn’t allow price competition to function efficiently, reducing how sensitive hoteliers can be to changes in supply or demand.

Surge Alert!

Triptease Blog 19 August 2016
Surge Alert sends you “real-time” alerts when your undercut rate looks funky. The way we calculate Surge Alerts is a result of many hours of data manipulation, discussion and trial and error modelling. Here’s how it works: We calculate your undercut rate every hour, on the hour and keep track of it.

Watch: chatbots: the future of hotel bookings?

Triptease Blog 18 August 2016
The industry’s first ever Direct Booking Summit took place earlier this year. We were delighted to welcome Tom Ollerton, Innovation Director at We Are Social on stage to discuss the future of chatbots and how they’re changing the face of hotel bookings. Be ready for the chatbot revolution!

Triptease interviews Mats Persson, Sirvoy

Triptease Blog 18 August 2016
Last week we caught up with Mats Persson about Sirvoy’s exciting plans in the US and South America and his views on what’s really important in the guest experience. So, Mats Persson, tell us what’s new? Well, we’re really excited about the direction Sirvoy is taking – for the past two years my family and I have been living Mexico as we’re training staff here, growing our business in the US and South America and will soon be launching Sirvoy in Spanish.

Charlie Osmond interviewed on BBC World News on all things direct bookings

Triptease Blog 11 August 2016
Earlier this week Founder and Chief Tease, Charlie Osmond, spoke to Victoria Fritz and Sally Bundock all about hotels, OTAs and the direct booking movement. Worry not if you missed it, you can watch the interview here.

TripAdvisor advertising for direct bookings: a 'big gutsy step' for hotels

Triptease Blog 11 August 2016
Marriott International and Hilton are taking a big step forward in the latest skirmish in the battle for direct bookings. Hotel adverts on Metasearch? Adverts for loyalty schemes, driving guests to book direct. Sat side-by-side with TripAdvisor’s InstantBooking? It seems a little confusing at first glance. Listen in to Charlie and James for the low-down on what this really means for hotel groups, independents and the re-education of guests…

93% direct bookings? How Premier Inn do it.

Triptease Blog 7 July 2016
In case we haven’t talked about it enough, last week we kicked off the industry’s first ever Direct Booking Summit! More than 150 industry experts gathered together to discuss the hottest topic in the industry right now: direct bookings. Over the next few weeks, we’ll be posting blogs about each talk and what we learned. First up: Simon Jones, Managing Director of Premier Inn.

Watch: Direct Booking Summit Highlights Video!

Triptease Blog 7 July 2016
Hundreds of Top Hoteliers Came Together for the Definitive Discussion of this Year’s Hot Topic: Direct Bookings Last week saw the launch of the industry’s first-ever Direct Booking Summit (Europe). More than 150 industry experts gathered together on June 30 to discuss the #DirectIsBest movement. The industry’s first ever Direct Booking Summit, hosted by Triptease, boasted keynote speakers Simon Jones, Managing Director of Premier Inn Hotels, Robin Rossman, Managing Director of STR, Ufi Ibrahim and CEO of the British Hospitality Association plus panel speakers from Marriott, CitizenM, Google and SkyScanner.

It happened! The Direct Booking Summit

Triptease Blog 1 July 2016
Over 100 delegates descended upon the St. Pancras Renaissance Hotel today for our inaugural Direct Booking Summit. We heard from our direct booking demi-gods about what hoteliers around the world can do to boost bookings. We then heard from the top players in metasearch debating whether they are actually friends or foes to hoteliers. That doesn’t include the presentations we had from Simon Jones at Premier Inn and Robin Rossman at STR.

5 things to take away from HITEC

Triptease Blog 29 June 2016
We had a great time in New Orleans last week feasting on beignets and jambalaya and of course, hosting a booth at HITEC. Missed the memo? HITEC (Hospitality Industry Technology Exposition & Conference) is an annual conference where hospitality professionals interact with the latest hospitality technology through a series of educational events and trade show exhibitions. With over 5,000 attendees and fours days of learning we’ve picked out our favourite 5 things to take back from HITEC:

MD Rebeca Gonzalez talks Roiback

Triptease Blog 29 June 2016
Tell me about ROIBACK; what role do you play in a hotelier’s distribution strategy? Roiback, as a specialist in direct channel for hotels, is presented as an efficient solution as it manages to increase sales with low costs lowering hotel cost distribution. Due to the quickly evolving industry, the hotels must be in constant innovation and creation to manage their direct sales channel efficiently and competitively. In this context of sustained and changing growth, there is a need of high specialisation in e-commerce and extensive knowledge of the tourism sector where Roiback gives this added value.

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