Gareth makes some good points and underlines the roles and responsibilities of accommodation providers that choose to use Online Travel Agents.
We have reproduced his comments in this post and invite you to make your own comments below:
"Unfortunately, from a third party website point of view, we are seeing this more often than we like and it is often the third party website that attracts a bad reputation with the customer as a result, not the individual property.
What some accommodation providers fail to realise is that third party websites are a marketing extension to their own marketing activities and that they provide reach to customers that a small individual property cannot achieve by themselves. Third party websites only takes 10% of the room rate, which for all the marketing that is done on the property's behalf is only a small proportional fee.
In the example that you have provided, the property would be noted and given a warning regarding service levels and reminded of their obligations of participation on the third party website. If a similar incident happens again then the property faces termination from the website. This may sound harsh however the third party website must maintain high levels of service themselves or face losing business as a result through the likes of 'word of mouth'.
This type of incident has only happened once on Ezibed.com and as a result the particular property lost over $20,000 in revenue from us (for the 12 months prior to them being terminated). They have now advised us that they have made changes and are wanting to be listed again.
Channel Managers have made it easier for property's to maintain availability and rate parity. This should be seen as an investment, not an associated cost to the business and all reception staff including minders should have full training on the system to ensure that information presented to customers is accurate at all times.
But as said, if a mistake is made, fess up straight away and do everything possible to right a wrong. As for the 'dragon ladies' out there - if we know them, maybe we should be pointing them in the direction of a new career. It hurts all of our businesses and leaves a stain in the customers mind of the region that the visitor is visiting.
Gareth Pearce
Managing Director
Ezibed.com"
