The hospitality industry is very competitive. Hotels are competing with each other to gain customer attention; they even compete with entities that are not actually hotels. Online travel agencies are promoting boutique resorts and luxury hotels but at the same time they are also calling the attention of consumers to Airbnb including Uber that has disrupted the transport industry.
Technology has changed the traditional booking system for boutique resorts and it is now trying to influence the job of the hotelier. One example is Hilton with its robot concierge that makes use artificial intelligence and the ability to learn through guest’s interactions. Most hoteliers still prefer to interact with their guests but considering the strong impact of technology on daily lives, guests are looking for speed and convenience that only technology can provide.
Guests have many expectations particularly those who want a personalized and intimate experience. Ironically, as expectations change because of new technology, smaller boutique hotels that have budget and staff limitations have to face a lot of challenges. The fierce competition for online bookings means that it is about time to embrace technology.
Before a boutique resort embarks on the use of technology, it is important to determine what kind of guest experience it is willing to provide. There must be careful consideration before technology is implemented whether it will enhance guest experience. Will the technology chosen generate more online bookings and will it ultimately gain trust for the brand?
For boutique resorts where the goal is to provide guests with a personalized experience, trust is a very critical commodity because customers cannot just return the product back if they are not too happy with it. However, the presence of user-generated content online allows prospective customers to learn directly about the experiences of previous guests but people are also sharing bad experiences and the worst aspects of the hotel, which requires hoteliers to address their online reputation.
If you want to book for a suite in a boutique resort in Thailand, booking is available on the hotel’s website. Booking directly with the hotel has its advantages because you can avail of free Wi-Fi, welcome drink and discounts for foods and beverages including spa.