30% of hotel calls go unanswered and no one talks about it
Juan Leal, Account Executive at Canary Technologies, said it plainly in his flash talk: 30% of calls to hotels go unanswered. And every missed call is not just a bad customer experience, it's a booking that never happens. At a time when direct booking is a priority, this is throwing money away.
The number hurts even more when you think of the effort hotels put into driving traffic to their website, and then they fail at the basics: answering the phone. In my opinion, this is not a reception issue, it's a strategy issue. How many times have you called a hotel only to end up booking on an OTA because nobody picked up?
Canary Technologies, right on this, offers automation solutions that ensure calls are answered or routed to a booking channel. The tech exists, the question is whether hotels want to use it. Because meanwhile, that 30% keeps going to Booking.
My take: whoever answers first, wins. And you don't need to be a big hotel to get it right, just have the right tools.
Quick questions
What percentage of hotel calls go unanswered?
Why do calls get lost in a hotel?
What does Canary Technologies do to solve this?
How does this affect a hotel's direct sales?
What can a small hotel do to avoid missing calls?
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