Marketing

💸 Uber Eats' recent actions serve as a cautionary tale for the hospitality industry. The complaint from Accor loyalty program managers is that direct loyalty is perceived as costly, but this view is misleading. When 70% of distribution relies on third parties, businesses become mere tenants, losing control over customer data and relationships. Sebastien Bazin suggests OTAs should only introduce guests, emphasizing the importance of direct bookings to maintain margins and customer loyalty.

🌎 Mar 6, 2026: Hospitality brands are reshaping guest experiences through storytelling, embedding local culture and history into hotel operations. Historic buildings and adaptive-reuse projects enrich authenticity and command higher rates. Travelers now seek immersive narratives and book multiple hotels to create varied experiences. Hotels are cultural hubs, enhancing local interactions. Authentic, culturally-rooted stories outperform generic content, with hospitality marketing evolving into narrative design. Hotels act as cultural anchors, emphasizing provenance over polished luxury.

📈 Reddit influences travel research by impacting AI-driven search results and travel decisions, shaping hotel perceptions. Hoteliers are advised to monitor Reddit strategically without direct participation, using insights from brand mentions and competitor discussions to refine messaging and operations. Leveraging local subreddit queries can guide content creation, enhancing search visibility. Tools like Sprinklr and Brandwatch offer advanced analysis for larger hotel groups. Treat Reddit as an insight tool, not a promotional platform, to bolster brand strategy.

💸 Booking Holdings CFO Ewout Steenbergen stated on Tuesday that traffic from large language models is "very small" and not growing. This was mentioned at a Morgan Stanley tech conference in San Francisco. Steenbergen noted the traffic has been stable over the past few months, with no significant trend, despite investor concerns about travelers potentially leaving online travel agencies.

📧 Jonathan Holcomb, VP at Storey Hotel Management Group, shared strategies to combat email fatigue affecting hotel marketing. In the Bay Area, Chicago, Anguilla, and Fiji, his team uses email microsegmentation, leveraging a CRM to create over 50 targeted marketing journeys. This approach personalizes emails based on guest data, improving open rates and conversions. Timing is crucial; effective campaigns involve sending emails at strategic intervals, considering guest context to maximize engagement and reduce cart abandonment.