Issue 12

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    OFT investigates Groupon ‘breaches’

    The UK's Office of Fair Trading is to investigate daily deals site Groupon after the Advertising Standards Authority referred the company for “repeated breaches” of UK advertising regulations. The ASA made the referral after 48 breaches in 11 months, with concerns around unfair claims and promotions. The move calls into doubt Groupon’s credibility and illustrates [...]
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    The social network

    While hotels have become increasingly aware of the importance of engaging with customers, they are often poor in terms of communicating with their own staff. To address this issue, InterContinental Hotels Group recently announced that it is trialling a system to expand its learning, training, and career development software into a companywide social software platform, [...]
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    Checking out checking in

    The hotel check-in experience has been a rite of passage for guests since front desks were created, but with automated check-in at airports and automated checkouts at supermarkets, guests are getting used to doing it for themselves. A new report by Ariane Systems suggests that self-service is now increasingly being demanded by guests. For hotels, [...]
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    Meta-search role to grow

    The role of meta-search engines in the hotel booking process is expected to rise as consumers become more adept at using technology and the supply of such products increases. A study by Amadeus has found that 20% of all online bookings are likely to flow through meta-search engines by 2020, putting a strain on hotel [...]
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    Not so rewarding now

    A report last week from Collinson Latitude found that participation in travel industry loyalty programmes had declined by 31% since 2007. The study will come as a warning to the global hotel chains, for whom loyalty schemes are a key part of the brand package sold to owners. However their effectiveness has been challenged as [...]