identity resolution for hotels

Forget Cookies – Here's Identity Resolution for Hotels

You can have the best marketing campaigns on the planet, but if they’re targeted towards the wrong audience or at the wrong step in your customer’s journey, your efforts will fall short. Up until the last few years marketers have only been able to target broad audiences based on things like location, interests, or salary. On a very basic level in the hospitality world, this meant targeting people who like to travel and have an expendable income. 

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“Oh Snap” – Why the Hospitality Industry Needs to be on Snapchat

In the ever-changing world of social media there is a driving new force on the street that hoteliers shouldn’t ignore, and that platform is Snapchat. What began as the “picture disappearing app” in the summer of  2011 from three Stanford students, has quickly become one of the most unique forms of story-telling a brand can use.  In fact, that funny little yellow ghost icon is captivating millions of people every day, and is showing no signs of stopping.

Should your hotel be utilizing Snapchat? If you’ve been searching for methods to reach the millennials (and the growing demographics beyond), then the answer is yes.

From a marketing standpoint, you need to be where the audience is, and the millennials are on Snapchat, watching a whopping eight billion photos and videos a day.

Source: AdamPrzezdziek | Flickr

There are many reasons why a hotel should use Snapchat, here are a few compelling ones:

  • Your hotel can be an “early adopter” of this new platform, thus helping the hotel assert itself as trendy, young and vibrant.
  • Snapchat as a marketing tool offers the ability to stand out from the “noise” some of the other social media platforms have.
  • Creativity and authenticity are highly valued by the younger generations, and Snapchat is best used creatively.

Deciding whether or not to use Snapchat is the first step. Once you’ve decided to use it, you’re left to determine how to use it well.

How Does it Work For Hospitality?

Just like the average user, a hotel has the ability to create a profile. After the profile is set up, the hotel can send out “snaps,” add snaps to their stories, and all of the other fun stuff Snapchat does. So ultimately Snapchat works the same for brands as it does everybody else, but how brands should use it is the key to success.

Keep the Snapchat Tone, or Else.

Source: Snapchat.com

One of the reasons Snapchat users love to use Snapchat is because it’s different than the other channels. It’s more authentic, it’s in the moment, it’s not as edited, not as staged. Snapchat is personal, it’s private, and it’s compelling. Use it to tell your story, show off your city, take your followers on an adventure. Show them a day in the life at your hotel, the luxury they can experience, the sights they can see. If you’ve taken the time and resources to set up a Snapchat account, the last thing you want is to drive away followers by breaking the unspoken Snapchat rules!

Partner With Influencers

Partnering with influences is rapidly becoming a huge part of hotel marketing on all platforms, and it’s no different where Snapchat is concerned. Hotels have an advantage when it comes to Snapchat – travel. Many people love to travel and see new places, this provides you with the perfect opportunity to show off your property and surrounding landscape or city! Send out a proposal to social media influencers inviting them to come stay on the basis that they tell their story on Snapchat. Thousands, or more, individuals – millennials – can see your property through the lens and creativity of the influencer.

Add a Personalized Touch

One of the most fun and downright useful aspects of Snapchat are its Geofilters. Essentially, you can create your very own Snapchat filter. The filter will pop up with a Snapchatter is within range, and they can use it on their Snap. It’s sort of like a tag or postage stamp – showing their Snapchat friends where they are. Since you’re able to design it, you can use the hotel’s logo or anything else that works in line with your hotel’s brand. Even here there is an opportunity to create a geofilter that stands out – a filter that will “brand” its image in the viewer’s mind. You can also set up a “Geofence” for exact targeting of users, making it simple to engage views with promotional opportunities.

Snapchat is still trendy. It’s still new, exciting, and not yet crowded. Do your hotel a favor by helping it to be trendy and asserting it as welcoming and encouraging of millennials. This is a way to stand out among the crowd. Snapchat also provides an opportunity for your hotel to build strong and long-lasting relationships. Encourage guests to Snap while staying at the property. Build a community around your story, and use Snapchat as the headquarters.


Lookin’ for Love? Maybe It’s Time to Explore Loyalty Programs

If there’s one thing we marketers love it’s, well, love. A way to find that secret sauce of connecting with people and keeping them coming back for more. We wordsmith articles for websites, create fun tidbits for social media channels, crunch open rates and, oh, so much more. That magic we’re hoping to create all comes down to love. A love between a person and your brand that’s so deep and special there is nothing that can take it away.

For anyone in the hospitality industry, there’s one sure-fire way we’ve discovered to create a spark, and it’s through a well thought-out loyalty program. If you’re also looking for that love connection, we think this could be the answer.

Loyalty Programs for Hotels

A guest loyalty program is a rewards program offered by a hotels – and other companies – as a way to reward purchasing behavior. A loyalty program may give a customer advanced access special offers, promotions, and perks. And, believe it or not, is not exclusive to big brand hotels.

Seeking unique stay experiences, millennial travelers are leading a hospitality revolution. Millennials and Gen Xer’s alike are armed with more information than ever and bring an online savviness not seen in travel generations of the past. These travelers are rejecting stiff, big-box loyalty programs in favor of the dynamic and agile programs independent properties can offer.

Why It’s Time to Implement a Loyalty Program for Your Hotel

The Center for Hospitality Research at the Cornell School of Hotel Administration published a study in 2014 showing that loyalty programs encourage frequent guests to stay even more frequently and with an average 50-percent increase in revenue for independent hotels. Even the elusive millennial is showing brand loyalty and increased spend when offered a loyalty program.

The best part? They’re not just great for your hotel business either. Guests like loyalty programs, too. According to Hubspot, “76% of consumers think that loyalty programs are a part of their relationship with brands — and 83% said loyalty programs make them more likely to continue doing business with certain companies.”

The fact of the matter is, loyalty programs work for both guest and brand. Now that’s what we call a win-win!

RELATED: Is Your Hotel Marketing Strategy More Like Tinder or Match.com?

How to Get a Loyalty Program Started

The good news is, as an independent property, you have more flexibility and freedom than a chain property program may be able to offer, and guests happen to love that. But, how do you get started? These tips may help:

Sign Everyone Up

There’s no better way to start building that relationship than by simply signing up your guests.  This will give you the opportunity for regular communication, gives them a chance to promote your brand, and prompts the guest to go directly to your website for information and potential bookings.

Rethink Rewards

If you think travelers these days are excited about the same old point-based reward programs, think again. Organizations are finding they have to differentiate by offering personalized experiences. Rather than free rooms, consider free upgrades. Offer VIP, behind-the-scenes, or exclusive experiences. Experiential travel is trending, and you can be ahead of the curve by incorporating that concept into your rewards program.

Listen to Your Guests

Like, really listen. Administer polls, engage on social media, follow up stays with a survey – and be sure to offer them the option to fill in their own answer. Discover ways in which to set your property apart, then consider that feedback when setting up your loyalty program.

Pick Partners

Partner up with local businesses to offer gift bags or local experiences. This will really give your guest a local experience and highlight the unique offerings of your property.

Don’t Forget the Business Traveler

Business traveler trends are showing an increase in “bleisure” travel bookings. So, even though on-the-whole corporate travelers tend to be loyal to the point programs of chain hotels, independent hotels are starting to win over this typically hard-won segment as they can appeal to both ends of their travel needs more efficiently.

Brand love doesn’t come easy. But, once you’ve won over your guest they can be your greatest advocates. Robust and unique loyalty programs could be the key to your success! ~Click to Tweet

Is your independent hotel looking for an out-of-the-box way to connect with guests and make them raving fans? Contact us to learn more about our effective programs for properties just like yours!


Susan Tucker, Director of Digital Strategy

Susan brings her experience and enthusiasm as Director of Digital Strategy. A certified Inbound Marketing professional, she believes consumers should not be “sold to” but that they should find value in brands that are providing the products and services they are seeking. Outside of work, you can find her chasing her boys on the ski slopes or watching them on the sidelines of the soccer field.

Have a pressing digital marketing question for Susan? Contact her here.