I like to think of myself as a frequent traveler: more than 35 countries visited, at the top of a few airline status lists, and with a fail-safe packing strategy. Last week, I read a fascinating article in Travel + Leisure about how hotels are using social media to better understand their guests. Invasive or clever, I thought it was very thought provoking, and it stuck with me as a frequent traveler.
While on a business trip this week, I am staying at a limited-service budget hotel which is part of a major US chain. After I woke up in the middle of the night last night (because the air conditioner was alternating between freezing and hot…and never stopped at the right temperature), I again thought of this article—should this hotel use my past stays to make me more comfortable!?
Then I had an “a-ha” moment: no, the hotel chain most likely shouldn’t get into the ethical gray area of monitoring its guests via social media. So that can’t be the right solution. But wait…doesn’t my company play in this space every day?
Instead of an hotelier watching my every move, what if I—as the guest—could control my environment in a simple, transparent way? A hotel can allow those staying within its rooms to set preferences within the bounds of each stay, all the while reaching sustainability goals whilst the room is not occupied: maximum guest comfort and delight with a focus on the environment.
I took a quick peek at our solutions for hotels on our website, and while some in the hotel market are using social media (in a manor some may view as to the extreme), I like the idea that an environment can be controlled by me, to my liking. That is the type of hotel that would keep me as a loyal customer!