Category: Marketing

  • From Reach to Bookings: The Case for Travel Influencers in Hotel Marketing

    From Reach to Bookings: The Case for Travel Influencers in Hotel Marketing

    Well, how did your last Meta ad campaign post work out? Any idea who it reached? Did it bring you any bookingsduring the off-season, while no festival or trade fair is in sight? Do you want to reach audiences outside of your usual target, like families? You may then want to consider booking travel influencers as paid media.


    Influencer Marketing: A Creative Alternative to Traditional Paid Social

    Among the different types of paid social media (sponsored postspaid ads) that increase brand awarenesstravel influencer partnerships may be a creative way for hoteliers to build visibility and increase bookings.


    The Fast Track to “Know, Like, and Trust”

    First off, travel influencers are a great way to fast-track what marketers call the “Know, Like, and Trust” process. Because viewers are already “bought into” the influencer, they will more easily form an emotional connection and trustyour brand—an essential trigger in the buying process. It’s also a great way to increase your brand’s “social proof,” the psychological phenomenon where people are more likely to buy the same products as those they trust. This makes your hotel brand the focal point of the travel experience, not just a checkbox in the planning process.


    Reaching the Next Generation of Travelers

    Furthermore, travel influencers are an effective way to reach younger audiences. Do you remember when travelers had to consult reference travel guides like Lonely Planet or Le Routard (for the French) to find hotel recommendations? Travel influencers—bloggersInstagrammers—now fulfill a similar role as sources of inspiration for younger generations. They have become a go-to for travel ideas: in the U.S., about 85% of adults checked influencer recommendations for travel inspiration (Statista 2021).


    Creativity Meets Authenticity

    Finally, travel influencers are creative powerhouses. They have a knack for producing engaging content and showcasing destinations in compelling ways. Some influencer content is highly polished, featuring stunning visuals of beach resorts or vibrant lifestyle hotels. Others opt for more funrelatable, or unscripted content (have you heard of lofi content?—low fidelity, intentionally raw content). The variety among hotel influencers allows hotel brands to tailor the tone of their communication and choose creators who truly align with their brand voice. Some big brands have already embraced this: Moxy partnered with YouTuber Taryn Southern (Instagram) to conduct out-of-the-box interviews in replicas of Moxy hotel rooms.


    How to Choose the Right Travel Influencer

    The size of your brand, the objective of your campaign, the platform presence of the influencer, and the audience you want to reach are all factors to consider when choosing a travel influencer. Large brands tend to collaborate with “macro influencers” who have very large audiences (over 1 million followers), while smaller brands can work with macro (100K–1M) or micro influencers (10K–100K), who often have very engaged communities.


    Niche Influencers for Targeted Campaigns

    Since some influencers operate in niche segments, they can be ideal for targeted outreach. Want to attract couples in the shoulder season? Partnering with aspirational duos like @saltinourhair could be a good fit. Looking to break the image of your destination as purely business-orientedFamily-focused influencers like @travelbabbo can help. Even luxury brands are expanding their reach—for example, St. Regis Hotels & Resorts collaborated with ‘mommy influencer’ Naomi Davis (Instagram) to appeal to families.


    What if working with travel influencers was both a tactical move and part of your long-term brand strategy?

  • The Paradox of Hotel Loyalty Programs: the Right Solution to Capture More Customers?

    The Paradox of Hotel Loyalty Programs: the Right Solution to Capture More Customers?

    Loyalty programs have become a cornerstone in the hospitality industry, aiming to enhance customer retention and drive business growth. Are loyalty programs truly effective in enhancing customer retention? What objectives do these programs aim to achieve? What are the current trends shaping their evolution? This article delves into these questions to assess the role and impact of loyalty programs in today’s market.

    As mentioned in a previous article, loyalty programs offer a rational approach to fostering customer loyalty. Initially developed in the retail sector during the 19th and 20th centuries, these programs expanded into the travel industry in the 1980s, first with airlines and subsequently with hotels. Today, they are prevalent in the hotel industry, with 95% of major hotel brands and chains implementing some form of loyalty program.

    The Dynamics of Loyalty Programs: from Principles to increased Sophistication

    The core principle of loyalty programs is rooted in the psychological concept of reciprocation: the more customers engage and spend with a brand, the more the brand offers in terms of services, benefits, and experiences. With time, these programs have grown to include several features.

    The point model is a common feature, where customers accumulate a tokenized currency through various purchases within the hotel’s ecosystem—a system often referred to as “earn and burn.” Points can be redeemed for rewards or services within the hotel group’s portfolio, such as stays, dining, or wellness activities.​

    The coalition model enriches the point system with affiliated partnerships. Points can then be earned, transferred, and spent across affiliated partners’ programs. Hotels typically partner with airlines, car rental companies, and travel services. Marriott Bonvoy, the world’s leading loyalty program, has even collaborated with lifestyle brands like Uber and Starbucks, reflecting the coalition model’s growing prominence. Furthermore, partnerships with credit-card reward programs have become key sources of revenue for hotel loyalty programs. Affiliated programs drive points accumulation, more than frequent stays, according to CBRE’s 2024 investment report.

    Value-based services are also integral to loyalty programs, offering benefits such as priority check-in, late check-out, access to exclusive lounges, complimentary drinks upon arrival, or tickets to events. Accor’s ALL (Accor Live Limitless) program exemplifies this approach.​

    Tiered structures are commonly employed, providing escalating perks and rewards as members accumulate more points. This system incentivizes customers to spend more to unlock higher rewards, thereby favoring the highest spenders.​

    Hotel loyalty programs are usually free. However, a subscription model can be added to offer further booking discounts for frequent travelers, as seen with Accor ALL Plus.

    However, as loyalty programs become increasingly sophisticated, companies may need to reassess the value of reward points and the associated costs.

    As noted by loyalty program consultant Chayya Sakhuja, founder and CEO of QBF Consulting, these programs are not one-size-fits-all. They should foster simplicity and be designed according to specific objectives, such as reducing acquisition costs, increasing customer spending, or boosting advocacy through referrals.​ Ms. Sakhuja has been led several loyalty programs in the Middle East, including one of its largest in scale, U by Emaar, associated with Emaar real estate communities, which created Burj Khalifa, Dubai Mall, and Dubai Fountain.

    Benefits of Loyalty Programs: Why They Matter to Hoteliers

    Hotels typically expect several advantages from implementing loyalty programs:​

    Increasing customer retention and lifetime value is a primary goal. Studies have shown that loyal customers spend, on average, 31% more than new customers.​

    Optimizing capacity utilization by encouraging repeat business helps ensure a steady stream of bookings, even during off-peak seasons.​

    Boosting direct bookings is another benefit. By reducing reliance on third-party booking platforms, hotels can save on commission fees, which have risen to an average of 20% in recent years.

    Evolving Hotel Loyalty Trends in 2024

    As customer preferences evolve, hotel loyalty programs follow, according to iSeatz 2024 Hospitality Rewards Report. An increasing number of programs now offer rewards for eco-friendly choices, such as declining housekeeping, or allow point donations to environmental causes, aligning with the values of eco-conscious travelers. Recognizing shifting preferences, some hotel brands enable members to earn and redeem points at vacation rental properties, catering to diverse accommodation needs.​ Finally, leveraging customer data, to identify customers with the highest Lifetime Value, remain one of the main perks of loyalty programs.

    The Reality of Loyalty Programs: less retention and changing membership dynamics

    The effectiveness of hotel loyalty programs is complex. According to a BCG 2024 report, hotel loyalty programs are among the least effective programs in prompting customers to buy exclusively from one brand compared to other industries. Similarly, a 2023 McKinsey study indicates that hotel loyalty programs capture only about 50% of a traveler’s overall spending, compared to airlines and cruises, which capture closer to 60%. This suggests that travelers are less prone to spend on a single hotel chain. Hence, hotels may need to refine the customer experience to address this issue.​

    Even though hotel loyalty programs contribute to occupancy rates, they do not drive them. According to CBRE 2024 investment report concerning the U.S. top 5 public hotel companies, while global room count grew by 5% and loyalty rogram members increased by 11%, total hotel occupancy attributable to loyalty member bookings increased only by a 2.5-percentage-poin .

    Assessing the financial viability of loyalty programs is essential, as determining whether the program’s value outweighs its costs can be challenging.

    Refining Loyalty Programs: capturing the right customers

    According to Ms. Sakhuja, loyalty programs are enhancements to brand loyalty. They are built upon, and cannot substitute the emotional engagement constituted by brands. Furthermore, instead of adopting a “spray and pray approach” targeting all customers, brands should focus their efforts and investments on their most valuable customers and customers with the highest potential. It is up to companies to decide who they are, whether it be based on frequency of purchase, or their advocacy. Loyalty programs should then enable brands to deepen the relationship with these targeted customers, learn about their behaviors and evolve alongside them.

  • Food Hotel Tech Forum 2025 : Innover pour fidéliser

    Food Hotel Tech Forum 2025 : Innover pour fidéliser

    Pourquoi votre client reviendrait-il chez vous ? La question de la rétention client s’est posée lors du Food Hotel Tech Forum 2025, soulignant les enjeux stratégiques pour l’industrie hôtelière.

    La fidélisation, un enjeu clé pour la rentabilité des hôtels

    L’hôtellerie reste un secteur plus volatile que d’autres, avec le plus faible taux de rétention pour toutes industries comparées (Chart Mogul 2023, Statista 2018). Pourtant, la fidélisation demeure un levier crucial pour assurer la pérennité des établissements. Miser sur la rétention offre un meilleur retour sur investissement. Selon la Harvard Business Review, le coût d’acquisition d’un client est 5 à 25 fois supérieur au coût de sa fidélisation, selon les industries.

    Deux approches pour fidéliser : émotionnelle et transactionnelle

    La fidélisation en hôtellerie repose sur deux dimensions complémentaires :

    • L’attachement émotionnel à la marque, qui se construit à travers l’expérience client. En effet, une étude de McKinsey (2023) a révélé que le premier critère influençant le choix d’une marque dans le secteur du voyage était une expérience passée positive. C’est sur ce volet que s’est orienté
    • Une approche transactionnelle, notamment via les programmes de fidélité. Ces derniers, principalement adoptés par les grandes chaînes hôtelières, encouragent le retour des clients en leur offrant avantages et promotions. Ce volet sera exploré dans un prochain article.

    D’après une étude PwC (2016), l’expérience client en hôtellerie repose sur plusieurs critères clés : la qualité de la chambre en priorité, suivie par l’accessibilité de l’hôtel, les promotions et la gamme de services proposés.

    Les nouveaux services qui fidélisent les clients

    Quels sont les services qui permettent aujourd’hui de fidéliser la clientèle ? La question a été débattue lors du Food Hotel Tech Forum 2025, où le zeitgeist (l’air du temps) semble être la clé pour repenser les offres hôtelières.

    Réinventer le room service avec la restauration livrée

    La start-up Otely s’attaque à un enjeu majeur pour l’hôtellerie haut de gamme : la restauration livrée en chambre. Plutôt que de voir les clients commander directement sur des plateformes comme Uber Eats, Otely permet aux hôtels d’intégrer cette offre au sein de leur service, tout en préservant leur image de marque et en assurant la gestion opérationnelle.

    Aligner l’offre hôtelière sur les modes de vie contemporains

    Les hôtels lifestyle Tribe, appartenant au groupe Accor, misent sur une expérience repensée autour de plusieurs piliers :

    • Un design premium pour compenser la petite taille des chambres (mobilier soigné, équipements haut de gamme comme les produits Kevin Murphy, thé et café sans supplément, collagène en libre-service…).
    • Un Social Hub comme centre névralgique de l’hôtel, où se mêlent clients logés et visiteurs. Des espaces dédiés au coworking, aux réunions informelles et eu télétravail.
    • Une offre de restauration hybride : coffee shop avec torréfacteur local, Grab & Go pour les professionnels pressés, restaurant adapté aux déjeuners d’affaires, offre de mixologie pour la soirée.
    • Une programmation événementielle pour animer l’hôtel.

    Le contact humain, toujours essentiel

    Au-delà des tendances et des innovations, l’humain reste un facteur clé de fidélisation.

    Dans les hôtels milieu de gamme comme Tribe, la digitalisation du check-in et du check-out permet de supprimer les formalités administratives et de libérer du temps pour un accueil plus chaleureux, autour du bar qui fait office de front desk.

    Dans les établissements haut de gamme, le service client va encore plus loin. À l’Hôtel Leprince Hotel Spa, affilié à Best Western au Mans, une personne dédiée accompagne chaque client tout au long de son parcours : appel de courtoisie une semaine avant l’arrivée, suivi durant le séjour, et e-mail personnalisé pour recueillir un feedback après le départ.

    Si de nombreux éléments influencent la rétention des clients, quelles sont alors les best practices pour attirer des clients en perpétuelle quête de nouvelles expériences ? Quels établissements battent des records de rétention ?

    Affaire à suivre…

    Sources :