Facebook now offers private message between hoteliers and their fans
Nowadays, it happens frequently, that hotels and restaurants have their own facebook page. The only matter was that fans could not send a private mail via facebook to the firm. Indeed, at this stage is the best communication tool but then fans, most of the time, don't want to post public comments...
Through this platform, it is a new way of communication, more personal which can be useful for recruitment, guest service, booking management...
On the other hand, if the brand want to share messages with fans, it has to do the first step, by sending the first private message.
There is also a damper: this functionality could be unproductive by reduicing comments' page, that is to say reduicing visibility due to facebook system : interaction referencing "like, comments...".
I think that this tool is obviously an additionnal advantage, but more for hotel chain that can reach someone specially in this kind of communication. I don't think that an independant hotelier can manage additionnal reservation sytem if he has already a booking system online, plus OTA's contract...that would create displeasing overbookings.
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Personally I don't see the interest of private messaging. If others can't see your comments about a hotel how can they have an idea about it. One of the key features of Facebook is social sharing. It is based on it. The only advantage for hotels is to be able to hide negative comments.
RépondreSupprimerThe reason why it started in Asia is that Asians are less demonstrative, it is cultural, they try to be as discrete as possible. It may well work in Asia in this term but not in Europe or America where people share their thoughts and feelings more openly. I am curious to see it.