Call vs. click: Evolution of mobile bookings

GLOBAL REPORT—While the use of smartphones to book rooms is exploding, there seems to be some disparity in how many of those consumers are booking online and how many are calling to complete their reservations.

“For every booking that comes in via the mobile website, three are completed with a call,” said Keith Swiderski, director of mobile and emerging channels strategy and development for Wyndham Hotel Group.

Swiderski said Wyndham has tried to change the design to encourage people to book online and has had some success, but “we have also made it easier to find the tap to call option.”

Marriott International appears to be experiencing something different. In 2012, according to George Corbin, senior VP of digital strategy for Marriott, “Only a very small and diminishing number of users now call to complete the transaction on the phone.” Read more

Published in: HotelNewsNow

GLOBAL REPORT—While the use of smartphones to book rooms is exploding, there seems to be some disparity in how many of those consumers are booking online and how many are calling to complete their reservations.

“For every booking that comes in via the mobile website, three are completed with a call,” said Keith Swiderski, director of mobile and emerging channels strategy and development for Wyndham Hotel Group.

Swiderski said Wyndham has tried to change the design to encourage people to book online and has had some success, but “we have also made it easier to find the tap to call option.”

Marriott International appears to be experiencing something different. In 2012, according to George Corbin, senior VP of digital strategy for Marriott, “Only a very small and diminishing number of users now call to complete the transaction on the phone.”

– See more at: http://www.hotelnewsnow.com/Article/12440/Call-vs-click-Evolution-of-mobile-bookings#sthash.uvZsQa4R.dpuf

Hoteliers’ views differ on whether travelers will become more confident entering information on smartphones or will prefer speaking with an agent. – See more at: http://www.hotelnewsnow.com/Article/12440/Call-vs-click-Evolution-of-mobile-bookings#sthash.uvZsQa4R.dpuf
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About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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