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The challenge was that pre-arrival we didn’t do anything. We left money on the table, so I was hoping to create extra revenues. From the guest’s perspective, it’s to enhance the guest experience. Because the feedback we get from guests that got the email is always very very positive, saying: “Oh we never really see hotels that contact us pre-arrival, we’re used to only get the post-stay feedback email, but that’s it.”

About: Keith