Hotels ignore 92% of callers. Are you one of them?
Voice reading · ~2 min
¿Cuántas reservas directas se escapan por no contestar bien el teléfono? Según un estudio de mystery shopper que analizó 308 llamadas a 135 hoteles de lujo, el 92% de las conversaciones no acabó en captura de datos de contacto del huésped. O sea, la inmensa mayoría de los que llaman preguntando por disponibilidad o precios se van sin dejar email ni teléfono. Y sin esos datos, es imposible hacer seguimiento, mandar una oferta o convertir esa llamada en reserva.
El estudio, recogido por Hospitality Net, deja claro que el problema no es de tecnología, es de proceso humano. Da igual lo bueno que sea tu motor de reservasBooking engineA booking engine is the tool that lets guests book directly on the hotel's own website. It shows availability, prices and takes the payment with no middleman. It is the key piece for winning direct bookings and saving... si quien coge el teléfono no tiene un guion o un sistema que le obligue a preguntar "¿me deja su email para enviarle una oferta personalizada?".
Mi lectura: los hoteles invierten miles en marketing digital para atraer tráfico, pero regalan la llamada entrante, que es la intención de compra más alta que existe. Ahí hay una oportunidad enorme: formar al equipo de recepción, usar herramientas de call tracking o IA que transcriban y sugieran respuestas en tiempo real, y sobre todo, medir cuántas llamadas acaban en datos capturados. Quien resuelva esto, gana terreno en la venta directaDirect bookingA direct booking is one the guest makes through the hotel's own channels, with no middleman. It saves the OTA commission and gives the hotel the guest data to build loyalty. Winning direct is one of the industry's big... sin gastar un euro más en ads.
Was this article useful?
The daily brief
PMS, revenue, distribution, AI and travel tech startups. One sharp email a day. Free.
The brief hoteliers who buy technology read every morning.
Editorial content by Hotel Tech News. It may contain errors. Verify anything important with the original source.
This article may mention third-party products, companies or services for informational purposes. Hotel Tech News does not endorse them and is not responsible for them or for what they offer. Editorial content curated by the Hotel Tech News team.
Hotel Tech News is an independent digest. It is not the official site of any brand mentioned. Content is editorial and curated, and may contain errors. Verify anything important with the original source. This is not financial, legal or investment advice. Some links or blocks may be sponsored or affiliate. Trademarks belong to their owners. You can unsubscribe at any time with one click, and you can request access or deletion of your data at hoteltech.news/contact.
The daily brief
PMS, revenue, distribution, AI and travel tech startups. One sharp email a day. Free.
The brief hoteliers who buy technology read every morning.