Nowadays, Online Travel Agencies have grown considerably and one main concern from hoteliers is how to face this challenge. Losing direct bookings has an impact on the business that goes beyond the commission that OTAs take, it also has to do with the lack of customer data for hotels.
By not having access to your guests’ details, it is very complicated to build a relationship with them and turn them into loyal guests. In addition, personalising the guest experience and providing good customer service is also a challenge since no detail about the guests is known and there is no direct contact with them.
Bookboost hospitality CRM allows you to communicate with your OTA bookers and collect their details to make them part of your own database. Without switching between platforms or involving any other third party, you can prepare special messages to target guests who made a booking via OTAs.
By collecting the data from your OTA bookers, you can build a profile for every guest with real data. This will open up hundreds of opportunities to engage with your guests using the right message and the right channel.
You can use the collected data to target specific campaigns with a message that resonates with this audience and use all the regular automation triggers and personalisation tokens that Bookboost CRM offers you.
Customers using this feature have identified that it helps them to provide better customer service. After the hotel has entered into direct contact with guests, an open line of communication has been established and this has proven key to handling possible complaints, special requests, questions or cancellations.
If you don’t leverage the opportunities inside the guest journey, your guests will forget about your brand. Through the OTA Data Collection, Bookboost’s CRM helps you to create opportunities to communicate with your guests. Once you have the right data, you can add them to guest journeys, offer valuable information and show the best about your brand.
Unlock the potential of your hospitality business with Bookboost.