The Billboard Effect

We enjoy finding new accommodation industry specific jargon and catch-phrases. Using our own coded language gives us an air of superiority, loftiness and self-importance;-)

We were reading an article the other day and discovered a new term that we can add to our vernacular: 'The Billboard Effect."

So, What does this mean?

The Billboard Effect is the benefits that accommodation providers gain from listing inventory with an Online Travel Agent (OTA) such as Wotif.com and Ezibed.com. This exposure will generate complimentary reservations through other direct channels, such as the accommodation provider's own website, telephone etc.

A worthy question would be: "how much business does The Billboard Effect generate?" This would vary between properties, however we know ourselves that we have regular email, telephone and even off-road inquiries from potential guests that first source availability, room configuration and tariff details from our listings on OTAs.

An extreme example of this is that we now regularly see potential guests sitting in their car outside our motel with a laptop, researching accommodation options before they walk through the door.

Cornell's Center for Hospitality Research, has recently done an interesting study on The Billboard Effect and  has measured the actual direct reservation volume benefits from OTA exposure. This travel research is available HERE.

For those that do not wish to wade through the report, the findings report that OTA exposure increased direct reservations from 7.5 to 26 percent.

Although accommodation providers can grumble about "evils" of OTAs, it must be kept in mind that they provide valuable exposure and commission free bookings can be gained from OTAs' bleeding sales opportunities.

There is an increasing amount of potential guests that are using the internet to research accommodation options, however a hard core of them will still book through traditional channels.

The Billboard Effect

Motel PMS

Having problems with your PMS?

A New Zealand motel that experienced difficulties with their "Callista" Property Management System (PMS) ended up having their system go off-line for 5-hours while techs attempted to resolve the problem.

At some stage, the relationship between the motel and Callista degenerated and things got rather heated. The motel decided to share their experience on Facebook and one of several posts went like this:

"Had a major problem with our PMS yesterday (Callista). Their tech managed to mess us up majorly, we ended up being offline for 5 hours on a very busy day....and the outcome, they have come out firing at us with both barrells and blaming us for everything from the system outage to global warming. Go figure. Watch out when dealing with Callista, very, very unprofessional!!! We are now looking to change PMS suppliers!"

Callista had the opportunity to respond on Facebook, however decided to post a curt one-liner:

"Our recorded transcript tells the whole story."

Soon after, the motel's Callista contact committed the ultimate snub and promptly de-friended the motel on Facebook! Oh the humanity!! 

We do not intend to apportion blame as we will never know what exactly went down, however we can understand the frustrations experienced by the motel with a seemingly indifferent PMS supplier. We've been there ourselves.

What is clear is that the customer has been left extremely dissatisfied and Callista could have handled this very differently, especially when given the opportunity to respond on a social networking platform. 

Begs the question: Has other accommodation businesses experienced similar issues with their PMS provider?

Motel PMS

Al Gore Helping The Climate Change Debate?

The productivity of most of the world's countries, including New Zealand will be influenced by what climate change legislation America decides to impose upon its people. 

That is why we are following the progress of the Obama endorsed climate change bill in America with interest. The cap and trade bill proposes the reduction of carbon pollution output of 20 percent by 2020, from 2005 levels.

As the climate change bill in America stalls, we note the return of a familiar figure...

Expect to see more of carbon billionaire, Al Gore as he jets around the world making frequent  public appearances. We note that the media has greeted Al Gore's high profile 2nd-coming into the environmental arena somewhat more coolly this time around.  Al Gore, the self-styled high priest of climate change may be loosing creditability as the world starts to question some of his reasoning, self-interest and personal commitment.   

Ironically, a hypercritical and bloated Al Gore may assist in a backlash against environmental legislation as the world looses faith in the religion of climate change hysteria. 

Finally the masses may begin to understand that the biggest challenge we face is not from the myths of climate change, but from impositions that governments will place upon the world's producers.

Al Gore Helping The Climate Change Debate?

Air New Zealand Take The P*SS

Full credit to Air New Zealand's marketing team for being quick out of the blocks:

 

Air New Zealand's "Sprung in Paris specials"ad featuring Hone Harawira

Air New Zealand's "Los Angeles fares with nothing to Hide" ad featuring Rodney Hide

Air New Zealand Take The P*SS

Web Stats for Travel Category

So how are the those Kiwi-based Travel Category websites performing according to Nielsen?

The Top 5 web sites in the Travel Category tracking the number of unique visitors from domestic traffic to October 2009 (Click for a larger view):

Source: Click HERE 

The top 10 web sites in the travel category by the number of unique visitors from both domestic AND overseas traffic.

Top Travel Sites by Unique Browsers
Total Traffic October 2009

1	wises.co.nz	368,114
2	tourism.net.nz	245,660
3	jasons.com	200,890
4	stuff.co.nz/travel	197,833
5	aatravel.co.nz	180,641
6	nzherald.co.nz/travel	177,299
7	holidayhouses.co.nz	153,493
8	travel.msn.co.nz	117,573
9	maps.yellowpages.co.nz	110,109
10	nz.com	95,944

Source: Click HERE

Web Stats for Travel Category

Motel Fair Go Update

The two faces of Sue Erasmus

In our post HERE we wrote about Sue Erasmus, a plausible South African, self-proclaimed business woman that claims to be a immigration and employment consultant. She enjoys using the services of motels and then leaving dud cheques upon departure.

She was the star of last week's consumer television television show, Fair Go and was outed in a set-up by one of the the show's presenters aided by moteliers Warren and Maggie Anderson of the Camelot Motor Inn that were chasing a bounced $700.00 cheque.

Last night's follow-up by Fair Go revealed that they had been contacted by 8 further people that have alleged to have had dodgy dealings with Sue Erasmus in her role as an immigration consultant. It was stated that South Auckland Police are currently investigating complaints.

Last week's show mentioned the suspicious MO of Sue Erasmus conducting meetings with men in curtained motel rooms. This week Fair Go host, Kevin Milne stated the obvious:  

"Her other job is working as an escort using motels to see clients."

He further stated some good advice: "We suggest that moteliers watch our for her as she has a habit of not paying her way..."

Click on the full Fair Go episode HERE

Motel Fair Go Update

Tourism promotion 101

We like the marketing idea of treating friends and family by putting them up in commercial accommodation.

Christchurch and Canterbury Tourism launched the "Come Out and Play" promotion last year that encouraged locals to get their friends and family to come for a visit. We like this concept and by all accounts this was very successful.

Tourism promotion 101 is to encourage local communities to invite friends and family to stay with them. Often this foundation of tourism promotion is overlooked by tourism bodies that would prefer to chase the glamor of overseas marketing.

The tragedy of owning a motel means that it is difficult to sell the notion that the in-laws should stay in alternative accommodation when they visit. 

My wife announced today that her mother is coming to visit next week. Bugger! Guess which motel she will be staying in?

Tourism promotion 101

Confessions of a Sales Rep

My motel career started in my teens growing up in a motel. I can remember being impressed with the sales reps that our family hosted. They drove the latest cars, dressed well, ate out at restaurants and seemed to have a great social life. 

Companies seem to be micro managing their sales team a lot more these days and there are a lot less excesses than there used to be. The pressure of sales targets and more accountability has changed the life of a sales rep, however a man away from home will always find some time for personal pursuits:

As the company’s national sales meeting got underway one particularly cocky sales rep was approached by a stern-looking man.

“Excuse me,” he said, “are you Stanley Jones?”

“That’s me,” the confident young man replied. “Stanley Jones is the name, selling is the game.”

“Tell me, were you in Palmerston North two months ago?”

Jones began leafing through his day planner, “Two months ago. Why, yes, I sure was.”

And did you stay at the Lacey Motel?”

“Now, let me see. Yes here it’s, the Lacey Motel.”

“And did you stay in room 31?”

“Hang on,” he murmured, as he turned a page, “Yes, I did.”

“Next to a Mrs. Porter?”

“Mrs. Porter? Hmmmm… Why, yes, she was in room 32.”

“And you slept with her on Saturday night?”

“Just a second,” the sales rep replied as he checked his entries. “Yes, your right. I did give her a bit of the in-and-out.”

The stranger turned bright red. “Well, I’m her husband, Mr. Jones, and I don’t like it!”

The sales rep looked at his book again. “Mrs. Porter, Lacey Motel 32,” he read. “No, sir, neither did I!”

Confessions of a Sales Rep

Spice up your website or blog

Running a blog is a lot like running a motel. Back of house is in a constant state of productive flux while the front of house always appears to be sparkling and serene.

Our Motella Engineering Department has been hard at work and we are pleased to announce that we have improved the "Motella Panoramic Slideshow Widget" as pictured below. It is pleasing to see this appearing on other blogs and websites.

Why not spice up your website or blog and increase traffic by adding this dynamic feature.  The Motella Panoramic Slideshow Widget will make your website or blog update "every day" with fresh new content. And we are giving it way FREE.

Make your online presence more engaging and enjoyable, giving your readers another reason to return often.          

For instructions, simply: CLICK HERE

Wowzio

grab this · travel blog

Spice up your website or blog

Wotif.com announce...another sale

Accommodation providers are being invited to partake in "one-off" promotions by Online Travel Agent (OTA) wotif.com on an increasingly regular basis.

The "Wotif Under $99" promotion went live to the public from 30th October and is active until 8th November 2009. This promotion followed on from this year's "Wotif.com 5-Day Sale" in June and the "7-day Ridiculous Rates Sale" in August that both promoted deals that were at least 50% off the rack rate.

This time, Wotif.com will be launching their "So Low, Just Go Sale" just 2-days after their current "Under $99" promotion. The "So Low, Just Go Sale" will be available to the public from Tuesday 10th to Monday 16th November 2009. To take part in the promotion, suppliers are again required to offer the now familiar formula of at least 50% off the rack rate.

 Wotif.com seem to be setting a trend of partnering up with Tourism New Zealand on every second promotion and this time it is their turn to go it alone. The sale will be promoted through advertising featuring on all the major radio stations in Sydney, Melbourne, Brisbane, Perth and Adelaide.

Further promotional support will be by Wotif newsletters sent to its vast database of clients, website buttons on the Wotif.com website, press releases and use of social media such as Facebook and Twitter.

Wotif.com will be aware that they have been accused by some accommodation operators of normalising expectations of deep discounting in the accommodation industry with successive promotions purely based on slashing tariff.

With this in mind Wotif.com have qualified their latest 50%-off promotion by communicating to suppliers: "We understand that this promotion is not for everyone but we just wanted to give you the opportunity to participate." Fair enough.

Discounting room rates is a temporary solution and may fill some empty rooms, but the consequences can be severe with a negative affect on future profits.

Unlike our airline cousins, the accommodation industry by lowering rates does not necessarily create new demand. Discounting may only redistribute guests amongst suppliers and does not succeed in bringing new guests to the market.

Rather than berate Wotif.com, maybe accommodation industry should be looking at themselves.

We suggest that operators do not need to slash tariff on Wotif.com but would recommend that accommodation providers continue to use several OTA's as a valuable marketing tool. In our opinion it is not necessary to follow the small scrum of operators that regularly drop their pants on these platforms. 

OTA's still provide excellent exposure and yield for savvy operators that sex-up their offer and add value. Believe it or not the majority of punters that purchase accommodation from an OTA are not looking for the cheapest sub $100 offer.

Wotif.com announce...another sale

Motel Greenwash

Sufficient time has lapsed to safely recall our experiences staying at a couple of accommodation properties that will remain nameless.

The properties were both rated by Qualmark NZ and overall deserved their high star rating. In fact, we generally find that Qualmark's star grading system to be a very good indicator of the level of quality and services offered when comparing accommodation options from a consumer's point of view.

For those of you that don't know, Qualmark NZ contract trained assessors to evaluate tourism businesses including accommodation every year using an exhaustive list of criteria. The star gradings allocated to accommodation businesses are generally a credible comparison between other accommodation options that choose to be assessed by Qualmark.

At the height of the Nanny-State era under the previous government, Qualmark inserted a fashionable and politically correct environmental criteria into their quality assessment. This means that accommodation businesses are now assessed on their allegiance to environmental and social mantra as part of the assessment process. Surprisingly, this contributes towards the property's final star grading.

Extra special properties that demonstrate their environmental and social concerns can be awarded a separate Qualmark Green enviro-rating. 

Whilst we take issue with Qualmark and its Dark Green Agenda, the accommodation industry needs to take responsibility and be aware of the consequences of elevating environmental and social concerns to the detriment of guest comfort and choice. We are aware that there are some accommodation providers losing perspective by taking an over-enthusiastic, evangelist approach to environmental and social issues. We were dumbfounded when staying at one 5-star property that stretched out servicing their rooms to every few days for environmental reasons. 

OK, back to our accommodation observations ....Coincidentally, the properties that we choose to stay at both had achieved high Qualmark Green enviro-ratings. Next time we will be taking special note of these ratings...

At these particular properties there were a few irritating things that had a negative impact on our experience and all seemed to have direct correlation with the owners' heightened environmental evangelism. This was a shame, as they were very good quality properties, however the owners were seduced into saving the planet and forgot about the needs of the guests that they were hosting.

From our observations as a guest we have collated the following easy to follow guide for accommodation providers on what guest irritants to avoid when embarking down the environmental and socially responsible pathway:

• Do not append a silly condescending enviro vanity message to your email reservation confirmation - you know the ones: "Please consider the environment before printing this email."
• We do not want to use bulk unbranded soap/shampoo from a communal pump action bottle.
• We do not wish to share bulk unbranded tea, coffee sugar from communal plastic containers.
  
• We get no benefit from a power isolating switch that can only be activated by a key tag. They are a pain!
  
• When we turn on the shower, we wish to control the water flow ourselves and not be dictated by a mean spirited water flow restrictor that necessitates running around under a pathetic water flow to get wet. 
• We do not wish to be talked down to by silly signs in our room that would be better placed in a primary school reminding us to not leave water running and to conserve energy.
  
• We do not wish to sort our rubbish in tacky plastic segregated bins - if accommodation providers insist on separating rubbish then that's their job.
  
• We do not appreciate the inference that we are environmental terrorists by throwing our towels in the bathtub and not hanging them up for reuse. 
• We like to read and navigate around our room at night that necessitates reasonable lighting. Low wattage, ill-fitting flouro bulbs that retrofitted into light fittings not designed for them do not produce good quality light.
• When I open my door in the morning I expect to see a newspaper waiting for me. Your cost cutting exercise of insisting that I pre-order this the night before is infuriating.
  
• And after enduring staying with you, we do not wish to read in the guest compendium smug boasts about how much water, electricity your business is saving, the number of rubbish bags you put out each week or how many endangered animals you are sponsoring!

Motel Greenwash

Motel Situations Vacant

"Have-youse-fullas-gotta-job?"

Last week we advertised in the Situations Vacant section of our local newspaper for a couple of job positions that had become available at our motel. We have been running on low staff numbers for many weeks and I must admit I have been putting off going through the rigmarole of looking for replacement staff.

In our Situations Vacant ads we used to have applicants respond to a box number and go through a process of shortlisting suitable applicants for an interview from written replies. We found that this worked very well for many years however the amount of applications started declining rapidly with some of our later ads using this method drawing a blank. We finally determined that writing a response to a situations vacant ad had suddenly become too hard.

We then decided to include our telephone number in our ad and this increased the response rate dramatically, however the quality of the applicants plummeted. We had made it too easy for anyone that had half an inkling that they might, could or should get a job on that particular day, pick up a phone and attempt to communicate with us. Some of the more savvy applicants even looked up our toll free number so that they didn't jeopardise their txt plan on their pre-pay cell phones. We soon realised, after spending a lot of time aimlessly chatting to unsuitable applicants that we needed to change our strategy again. 

So...in our current ads, we now request that all job applicants call-in to our motel reception between a certain time-frame to pick-up an application form. This seems to have worked for us. However...

From the conduct of last week's applicants we have drawn up a few things for potential job seekers to keep in mind when turning up to meet with a potential employer:

• Make sure that the day that you wash is the same day you front up.
  
• Your array of tattoos may look really cool to your friends and family, but a potential employer may not be quite as impressed.
• Gumboots or thigh-high ugg boots are not necessarily the best footwear to turn up in.
• "Hooker" is not the look most employers are impressed by unless the job is for ... a hooker. 
• Do not wear an iPod, wrap-around sunnies, the hood of your your hoodie up or listen to some choice sounds via the speakers on your cell phone.
• Do not drive right up to the doorway in a tricked-out Subaru, with a cool bass soundtrack blaring accompanied with five of your best mates.
• Do not stand at the reception doorway and try to communicate while flicking your cigarette ash outside. 
• Try not to chew gum and please try to restrain from the temptation of txting your important thoughts of the moment.
  
• Blow your nose just before turning up to avoid the effort of constant sniffing.
  
• Try to practice stringing several sentences together that involves a clear greeting, brief introduction and make sure that you slip in those quaint old phrases like "please" and "thank you". "Have-youse-fullas-gotta-job?" does not constitute acceptable communication. 
  
• ... and never ask for a job application form for some of your mates that couldn't be arsed fronting up.

Motel Situations Vacant

No Happy ending at Hamilton Motel?

What was the best story in today's Sunday papers?

Well, it has to be the one about the activities in a "Hamilton motor inn."

So, what is it about Hamilton motels that makes people throw caution to the wind? Our recent post HERE was about Sue Erasmus, a self-proclaimed business woman that checks into Hamilton motels and interacts with a steady stream of male visitors her motel unit with the curtains drawn. 

Now we are not easily taken in with titillating , gossipy stories in the MSM. After all we are a quality blog;-) however today we were intrigued to read about further alleged interactions in Hamilton motel rooms.

Hamilton based, Lisa Lewis has had a high profile career as a streaker, naked newsreader, stripper and now a $1,200 an hour prostitute. Apparently she uses Hamilton motels on an hourly basis as her place of work.

It has been reported that the wife of a "high profile sportsman" wants Lewis to refund the $3,000 that her hapless husband paid her for interludes. So, why is the wife with 6-children going into bat for her husband? Well, apparently the liaisons in a Hamltion motor inn did not have a "happy ending."

This has the makings of a great Tui - Yeah Right billboard.

No Happy ending at Hamilton Motel?

Calling all Mo-teliers

OK, it's the last day of the month and after deliberating for the last few weeks I've decided to again grow a mo for Movember this year. 

Movember is about raising much needed funds and awareness for men’s health – specifically prostate cancer and depression in men.

Important when you learn that close to 600 men die of prostate cancer each year in New Zealand and one in ten men will experience depression in their lifetime.

...So, we are looking for Mo-teliers to join "Team Motella" (It's not compulsory to be a motelier - by joining our team we will grant you "honorary-mo-telier" status).

The more people we can get board, the more awareness and money will be raised and so we are asking you to join our team and either grow a moustache as a Mo Bro, or sign on as a Mo Sista and help out with raising funds.

2009 is Movember’s fourth consecutive year. If you are interested in learning more about the work that is being carried out as a result of Movember funds, check out the details by clicking HERE.

To join my Movember team click HERE and follow the simple steps.

Calling all Mo-teliers

A walk on the wild side of the motel industry

From time to time we like to take a walk on the wild side of the motel industry.

We are not ones to actually get down and dirty ourselves, so we use Google Earth to explore the basement of motel culture from the comforts of the Motella Corporate HQ. 

Thankfully, the motel extremes are found far away from our own sanitised industry in New Zealand. 

As we traveled in cyberspace we stumbled across the Bridge Motel situated in the Marina district, San Francisco. Quite frankly we could not have hoped for better! 

The pictures below tell a thousand words, however according to a court order filed by City Attorney Dennis Herrera, the Bridge Motel has an impressive array of violations including: roaches, overflowing dumpsters, illegal drugs, counterfeiting and unregistered sex offenders as guests.

The Bridge Motel is nestled in an area that has been described as "urban blight at its best." Crack heads, meth freaks, pimps and whores make up an diverse cultural experience of humanity at its lowest ebb.

I feel like I need a shower...

Hey the Bridge Motel doesn't look too bad, with its Spanish Mission Art Deco architectural street style. (Napier moteliers may wish to correct me on my architectural interpretation?)

We like the indoor/outdoor flow. As an added bonus it looks like the strategically positioned dumpster is violation free and has been emptied today.

A walk on the wild side of the motel industry