In recent observations, I've notice that there are a number of nuances in the travel and planning worlds that can make or break the experience. For example, is it necessary to check your bags or is everyone packing one bag for a quick pass through security so they can get on there flight quicker? When using travel planning sites such as Expedia, Travelocity, Hotels.com, etc. Are we really getting the best deal? While checking into a hotel I asked if I would be able to change the check out time for my reservation and was told to contact the third party to make arrangements. Thus, the question in the title... The attendant made me feel as though my choosing to use a third party site to book, placed me in some "OTHER" category. It was almost as though I was not supposed to receive the same standard accommodations as the individuals and families that booked through the corporate office or onsite. I strategically went to the third party site because I am very budget conscious and like to save in as many ways as possible. The benefit to me is the savings and the benefit to the Hotel is that they sold a room for the night. At any rate, I was a paying consumer just like the other guest. So, where did the attendant draw this imaginary line that I was different. Wouldn't it make more sense to provide the individuals and families booking through the third party websites with the same care and consideration as the rest of the guest? This would in turn create a great experience and there's a possibility that a small percentage of this demographic would in the future booked through the corporate site. In addition, there seems to be an over tone of unnecessary competition with the third party provider that was creating an undermining experience for me as the consumer. Which, in customer care is what we want avoid, RIGHT?
From a marketing perspective that seems to negate the purpose for partnering with the third party to begin with. I'm mean they do a have to sign-up to be a provider for them. Furthermore, developing a productive and lucrative relationship creates an opportunity to build and create continuity for the guest experience, which at the end of the day is really ALL that matters. Signing off for now headed back into the thick of things. Thank for all of you Love and support and I will be blogging again shortly.