The hospitality industy have been highly touched by the crisis which start last year and most of hotels have seen their occupancy rates fallen. Customers were not really optimistic and took the decision to spend less money in their travel. The price became the first element of decision in the choice of the accomodation and destination.
In order to limitate the drop of their occupancy rates, many hotels who cannot diminuates too much their prices (often due to the high outcomes linked to the workforce) tried to maximize their clientele.
Fidelizing a clientele is so cheaper than finding new guest, that’s the reason why many hotelers have made a lot of effort for keeping their guest. Most of them used their creativity and tried to create an unique environement for seducing their guest. Hotels with an impressive atmosphere (MamaShelter for exmaple) have succeed.
Other hotelers took the choice to offer many advantage for keeping their guest and to increase their loyalty. This year we have seen a lot of offers like 3 night for the price of 2, breakfast offers, special offers for low season or loyalty cards. The reason was to push customers to enlarge their stay but also to push them to come back in the same hotel. Eveything had been done for making the customers felling at home and maximize its satisfaction.
The question is why are we waiting the crisis to do such effort like that? The competiton on the hospitality industry became really hard, taking care of our customers is nowaday a priority. It’s not enough to offer them a bed and a room, we have to push them to come back in our hotels. Although many efforts have been made, there is still a long way for increasing loyalty of guest and hotelers have to focus on that fro facing the crisis.
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