Do Hotels Dislike Users?

As a hotel manager, the relationship between hotels and third-party booking sites has always been a topic of interest and sometimes, controversy. Among these, is often cited as a frequent point of contention. Do hotels hate users? Let's delve into the reasons behind these sentiments and explore whether hotels really despise customers who book through such platforms.

The Challenges of Managing Guests

As a former hotel manager, it is unfortunate that I have had to deal with the challenges of managing guests who book through and other third-party sites. While some might find booking through these platforms convenient, the corresponding issues can be quite frustrating for hotel staff.

Communication and Coordination: Third-party websites often facilitate bookings without providing all the necessary information upfront. Hotel staff may encounter room changes, cancellations, and last-minute alterations without the required notice, leading to stress and inconvenience for both the staff and the hotel management.

Customer Satisfaction: Dealing with rental contracts and third-party customer service can sometimes result in guest dissatisfaction. Hotel employees often find it difficult to give personalized attention to these customers, leading to potential complaints and decreased satisfaction levels.

Financial Considerations: Although and similar platforms can offer lower commission rates, they can also lead to issues with late payments or commission disputes. These factors can make accounts receivable management more challenging for hotels.

's Role in the Hospitality Industry

Beyond the challenges, it is important to recognize 's role in the hospitality industry. The platform has transformed the way people find and book accommodations, offering convenience, lower prices, and better deals. However, the reliance on third-party booking sites comes with its own set of challenges for hotels.

Cost Savings for Guests: Booking through can indeed offer substantial savings. Many guests find it easier to compare prices and reviews, which can result in significant cost reductions for their accommodations.

Payment Rewards Program: 's rewards program can provide additional value to guests, such as free nights or points that can be redeemed for future stays. This makes the platform attractive for many travelers looking to save money on their travels.

Shifting Perspectives and Collaborative Solutions

While it is true that hotels often have reservations about the challenges posed by and other third-party booking sites, the industry is evolving. Hotel management is continuously striving to find collaborative solutions to bridge the gap between their needs and those of their guests.

Technology and CRM Systems: Implementing robust CRM systems and embracing digital advancements can help hotels better manage guest data, improve communication, and streamline the booking process. These tools can provide more accurate information to both hotel staff and guests, leading to a smoother guest experience.

Direct Booking Initiatives: Many hotels are now offering direct booking options on their own websites, allowing guests to bypass the commission charged by third-party platforms. This not only improves financial efficiency but also provides a more personalized experience for guests.

By understanding the challenges faced by both hotels and guests, we can work towards finding a balance that benefits everyone. The hospitality industry is dynamic, and it is essential that hotels and third-party booking sites continue to innovate and collaborate to create a mutually beneficial environment for all stakeholders involved.

Conclusion

While it may be true that some hotel managers have a mixed feeling toward users, it is crucial to approach this issue with a balanced perspective. By recognizing the challenges and embracing technological advancements, the hospitality industry can foster a better relationship between guests and hotels, ultimately benefiting everyone involved.