Hotel & Tourism SMARTreport #43

cleverdis

THE PROFESSIONAL BUYERS’ REFERENCE

SMARTreport

ELITE TRAVEL TRENDS

#11 / TYING THE KNOT

TRENDS IN HIGH-END

HONEYMOONING

SPOTLIGHT ON

ASIA-PACIFIC

#21 / FIGURES ON THE RISE

WORLD TOURISM STILL DRIVEN

BY THE “EASTERN MIRACLE”

INNOVATIONS

& TECHNOLOGIES

#35 / NEW GENERATIONS,

NEW TECHNOLOGIES

MILLENNIALS & E-REPUTATION

74% OF GEN Z

BELIEVE A PREMIUM

HOTEL IS WORTH

THE COST

Audrey Hendley

President, American Express Travel

#43 - 2019 SUMMER EDITION / A CLEVERDIS PUBLICATION


Richard Barnes

Editor-in-chief

richard.barnes@cleverdis.com

Tel: +33 (0) 4 42 77 46 00

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 3

3

FOREWORD

APAC IN THE SPOTLIGHT…

NEW DESTINATION IDEAS, AND KEY

INFORMATION ON INDUSTRY TRENDS

Welcome to the summer edition of the

Hotel & Tourism SMARTreport – focusing

this season primarily on destinations in

Asia-Pacific, while in our “Elite Travel

Trends” section, we take a close-up look

at trends concerning honeymoons, as well

as details of a new report by Ctrip on highend

Chinese outbound tourism.

The Cleverdis team has been spending

more and more time in Asia-Pacific,

following a specialised consulting mission

throughout last year with Tourism Malaysia

(TourMAB.com), and now as publishers

of the official show dailies at ITB China

in Shanghai in May, ITB Asia in Singapore

in October, and, coming soon, ITB India

in Mumbai (in 2020). This gives us an

interesting and more in-depth insight into

trends and news in travel and tourism in

this region, an area where trends, facts and

figures are evolving so fast it can otherwise

be hard to keep up!

We are also particularly happy to have had

a chat in this edition with Audrey Hendley,

President, American Express Travel, who

gives us the latest news from her fullservice

travel and lifestyle network.

And in our innovations and technologies

section, we spotlight Generation Z, and

how this fast-growing group of travellers is

changing the way those in the industry do

business… and communicate.

We trust these insights will be useful in

assisting you in your day-to-day business.

Happy reading.

4 EXCLUSIVE INTERVIEWS

4 TRENDS, PERKS, WATTS & NEPAL

Audrey Hendley,

President, American Express Travel

6 EVENTS

6 VIRTUOSOS OF LUXURY FLOCK

TO LAS VEGAS

7 RESPONDING AND ADAPTING

TO RAPID GROWTH AND TRANSITION

8 NOUVELLE-AQUITAINE PARTNERS

WITH UNWTO FOR WINE TOURISM

EVENT IN OCTOBER

9 24% RISE IN NTO PARTICIPATION FOR ITB ASIA

9 MESSE BERLIN (SINGAPORE) LAUNCHES

FIRST MICE SHOW ASIA 2019

10 EVENTS CALENDAR

11 ELITE TRAVEL TRENDS

11 HIGH-END CHINESE TRAVELLERS

INCREASINGLY SEEKING “UNIQUE”

EXPERIENCES

12 IN THE FIELD WITH MARY GOSTELOW

FROM THE IDYLLIC TO THE UNWITTINGLY

BEAUTIFUL, THREE ROMANTIC LOCATIONS

IN ASIA-PACIFIC

CONTENTS

13 HONEYMOONING IN PARADISE

14 THE ORIGINALS, HUMAN HOTELS & RESORTS

16 PLAYERS, HONEYMOONERS AND LOVERS

OF FARNIENTE

17 ON LUXURY, SUSTAINABILITY AND

AUTHENTIC EXPERIENCES

18 CORRECTING THE TOURISM TRADE BALANCE

19 CHINESE HIGH-END CUSTOMISED TRAVEL

20 THE EVOLUTION OF CHINESE LUXURY TRAVEL

21 ASIA - PACIFIC

21 APAC RIDING WAVE OF TOURISM SUCCESS

22 FACT & FIGURES

TOURISM BOOM CONTINUES IN APAC

22 RUSSIANS RUSH TO APAC: ARRIVALS UP 54.4%

23 THE PATA VIEWPOINT

24 NEW LINK… NEW HORIZONS

25 FORBES TRAVEL GUIDE EXPANDING

IN ASIA-PACIFIC

26 AIR TRANSPORT

KEY NEWS ON APAC ROUTES AND AIRPORTS

28 TRENDING DESTINATIONS

INDIA… AS INCREDIBLE AS EVER

28 ITB TRADE SHOW MAKES ITS WAY TO

THE SOUTH ASIAN SUBCONTINENT IN 2020

WITH THE INAUGURAL EDITION OF ITB INDIA

29 DESTINATION JAPAN

30 BUMI KENYALANG

31 TRENDING HOTELS

WHERE LUXURY MEETS MODERN ART

31 ENERGY SAVINGS THROUGH INNOVATION

32 EAST MEETS WEST

33 MARRIOTT INTERNATIONAL BOLSTERS ASIA

PACIFIC LUXURY OFFERING

33 MGALLERY BY SOFITEL TO DEBUT

IN HONG KONG

34 OUTBOUND TOURISM

INDEPENDENT TRAVEL AND EVENTS FUEL

CHINESE TOURISM

35 INNOVATIONS

& TECHNOLOGIES

35 CHANGING TIMES, CHANGING GENERATIONS,

CHANGING TECHNOLOGIES

36 IN THE FIELD WITH DAVID ESSERYK

MILLENNIALS & E-REPUTATION

37 THE “TECH EFFECT”

38 THE IMPORTANCE OF ONLINE REVIEWS

FOR HOTELIERS

38 DIRECT TRANSLATION: THE BOOM IN

MULTILINGUAL BLAH-BLAH


EXCLUSIVE INTERVIEW

TRENDS, PERKS, WATTS & NEPAL

Audrey Hendley, President of American Express Travel - with the

latest news from her full-service travel and lifestyle network

Audrey Hendley is President of American Express Travel, and as such,

is responsible for delivering premium travel and lifestyle services

to Card Members. With the growing importance of millennials as

a traveller group, American Express has undertaken extensive research in

this field, with the “Consumer Travel Trends” survey. We asked Ms Hendley

what the survey indicates about the way millennials are travelling.

Audrey Hendley

President,

American Express Travel

MILLENNIALS

ARE TAKING BACK

THEIR VACATION

DAYS.

Millennials are taking back their vacation

days. Through American Express Travel’s

research, they have found that 68% of

Millennials surveyed plan to use all of

their vacation days this year. In addition

to travelling more frequently, two-thirds

of Millennials also feel that the point

multipliers added by a loyalty program is

worth it to adjust their travel plans with

over half of Millennials agreeing that

they will limit their hotel options due to

a specific loyalty program. Millennials are

also willing to pay for a premium when it

comes to travel, with 25% spending more

on premium travel per year compared

to 18% of Gen X. Additionally, 67% of

Gen X and 66% of Millennials agree that

the experience at a premium hotel is an

important travel perk, and 74% of Gen Z

believe a premium hotel is worth the cost.

Do these travellers actively seek

“perks”? If so, what are they looking

for?

These travellers are looking to maximise

their time off, regardless of the length of

the trip and budget at hand. Our research

shows that these travellers are willing to

spend more for a better experience. About

half of consumers are willing to spend up

to $50 more on a $500 hotel bill for early

check-in or late check-out. Generation Z*

also love their free breakfast, with 3 out

of 4 willing to spend up to 7% more on

their hotel stay for complimentary breakfast

compared to half of the Millennials

surveyed. This is a testament to our perks,

as our Platinum Card Members receive an

exclusive suite of benefits at Fine Hotels &

Resorts properties when booking through

American Express Travel, with an average

total value of $550 at over 1,000 properties


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 5

5

Naomi Watts

© Getty Images for American Express

The Nepal Tourism Board and

Himalayan Bank to launch the

“Experience Nepal” campaign.

worldwide. These benefits include such

things as noon check-in, when available;

room upgrade at check-in, when available;

daily breakfast for two; unique amenity

valued at US$100, such as a food and

beverage credit; guaranteed late checkout

at 4 pm; and complimentary Wi-Fi.

Naomi Watts is a brand ambassador.

What has she contributed in terms of

her own tips for travellers?

Platinum Card Members can now earn 5X

Membership Rewards Points or use Pay

with Points on prepaid bookings of Fine

Hotels & Resorts properties—a curated

collection of 1,000+ of the world’s most

luxurious resorts, with an exclusive suite

of Card Member benefits—through

Amextravel.com. In celebration of this

new benefit, we teamed up with expert

traveller Naomi Watts to show consumers

how to make the most of their time off

by trading in the traditional three-day

weekend for a five-day respite; while

bringing the enhanced Fine Hotels &

Resorts benefits to life. Nearly 81%

of consumers agree that a three-day

weekend doesn't provide enough time

to travel, and 74% of consumers feel

more relaxed after a five-day weekend

compared to two or three days. A world

traveller herself, Naomi is an expert on

making the most of one’s journey --

from beating jetlag to packing with just

a carry-on. As an actress, travelling is

naturally part of her job. Whether being

on location or escaping for some muchneeded

rest and relaxation, she says a

stress-free journey is important to her,

so she has a couple go-to rules to ensure

things run smoothly. This is what she said:

1. Take advantage of travel perks:

Thanks to American Express’ Fine Hotels

& Resorts benefits like guaranteed late

check-out at 4 pm, I know I can be flexible

with my travel schedule.

2. Less is More: I stick to a carry-on,

which makes getting through airports a

breeze. I also never travel without my goto

staples, like a white button-down, jeans

and sneakers, which are versatile for day

and night.

3. Save Room for Souvenirs: I love to

buy a small reminder of my trip wherever

I go, so I always make sure to leave a little

room in my carryon.

4. Keep Moving: One of my top tricks for

avoiding jet lag is to try and get as much

sleep as I can on the flight and hit the

ground running once I land. Additionally,

I work to stay hydrated and avoid caffeine.

5. Indulge in “Me Time”: Long flights

don’t have to be daunting. It’s not often

that I get uninterrupted time for myself, so

when not sleeping, I love to catch up on

movies, read scripts and respond to emails.

Nepal is a new focus for American

Express, with a specific campaign

WE TEAMED

UP WITH EXPERT

TRAVELLER NAOMI

WATTS TO SHOW

CONSUMERS HOW TO

MAKE THE MOST OF

THEIR TIME OFF (…)

promoting tourism in this destination.

Can you tell us a little about this?

For more 100 years, American Express

has helped our customers see the world

through premium travel services and

experiences. Nepal is without a doubt one

of the most beautiful places to see in Asia

and we’re thrilled to be partnering with

The Nepal Tourism Board and Himalayan

Bank to launch the “Experience Nepal”

campaign. This global campaign aims to

promote Nepal as an international tourist

destination offering unique, authentic

experiences for American Express Card

Members across the globe. As part of

this exclusive partnership, American

Express Card Members can access special

privileges, value adds and discount offers

at over 80+ merchants across Nepal who

are participating in this campaign

*Generation Z = 18- to 21-year-olds


EVENTS

(...) IF YOU DON’T ASK WHAT WENT

WELL AND WHAT WOULD YOU CHANGE

ETC., THEN THAT’S NOT A RELATIONSHIP,

THAT’S JUST A TRANSACTION.

Matthew Upchurch

CEO, Virtuoso

VIRTUOSOS OF LUXURY FLOCK

TO LAS VEGAS

The ultimate annual global travel community event sets key trends

for elite travellers

The elite of the luxury

travel industry will be

back in Las Vegas this

August for the exclusive

Virtuoso Travel Week,

from 10-16 August.

With 1,000 agency locations

in over 50 countries, the

number of Virtuoso advisors

has grown organically by over

126% over the past five or

six years, while the number

of high net worth clients has

grown 156%. Virtuoso clients

spend US$128,000 per annum

on travel, with, on average,

8.2 trips per year. Average

air ticket spend is US$5,650

per flight, and average daily

spend is US$1,735. Virtuoso

clients spend, on average,

three times more than an

average client on hotels and

tours, and four times more on

cruises.

SUSTAINABILITY AT HEART OF OFFERING

Virtuoso CEO Matthew Upchurch constantly

underlines the importance of sustainability

among his ranks: “We feel that travel

advisors can play a role in elevating the

conversation around sustainability,” stated

Upchurch at last year’s meeting, adding,

“We have awarded sustainability prizes

for almost nine years now here at Virtuoso

Travel Week, for hotels and for individual

companies. Those of us who have been in

this business for a long time have literally

watched what some of these partners do

that is just beyond amazing. We have been

awarding that for a while. The outcome of

the whitepaper that was published already

last year was very simple: How can Virtuoso

make sustainability a greater factor – not

the only factor by any means… How can we

make it a greater factor in consumer choice?

It’s that simple.”

The single thing consumers tell Virtuoso,

according to Upchurch, that differentiates, in

their mind, a transactional travel agent from a

truly trusted advisor is the conversation after

the trip: “If you don’t have a conversation

with me after the trip; if you don’t ask what

went well and what would you change

etc., then that’s not a relationship, that’s

just a transaction’. That has been growing

organically. It’s been a dream of mine for

10 years, and over the past year and a half

we’ve invested a huge amount of our R&D.

We are working on a platform that takes

what has been happening organically and

marries fun technology (kind of think of

Netflix), with great purposeful discussions

with consumers, to help extract meaningful

conversations about what people want to do

in the future, and make it a much more fun,

seamless and scalable process.”

Of course, he was talking about the recently

announced Virtuoso platform, Orchestrator.

No doubt, we will hear a lot more about

the platform at this year’s event. Watch this

space


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 7

7

RESPONDING AND ADAPTING

TO RAPID GROWTH AND TRANSITION

Second annual Xianghu Dialogue of WTA to plot ongoing

roadmap for industry

The World Tourism Alliance (WTA) is

planning its second annual Xianghu

Dialogue in Hangzhou, China on

Sept. 18-21, 2019.

This year's Dialogue will focus on "Today's

Travel & Tourism Industry: Responding

& Adapting to Rapid Growth and

Transition." Important topics include

global travel & tourism developments

and trends; destination marketing and

big data, technology advancement &

industries innovation and many more

relevant issues and challenges facing the

industry will be addressed in collaboration

with the UNWT), World Bank, European

Tourism Commission, Global Tourism

Economic Forum and the Pacific Asia Travel

Association.

Founded in September 2017, WTA is still a

very young organisation, but its Secretary

General, Shijun Liu says its DNA is truly

global: “The world tourism industry has

expanded exponentially in keeping with

the rapid developments in technology and

high-efficiency distribution channels. The

Internet of Things (IoT) has turned the

tourism industry into an economic force,

facilitating the marketing of travel products

and offers between travel providers/

suppliers and travellers across the world in

real time,” states Mr Liu, adding, “This has

resulted, among others, in a surge in the

number of incremental travellers in Asia

Pacific compared to the more established

and conventional regions.”

China has become the world’s number one

source of outbound travellers, significantly

contributing to the growth of international

tourism revenue. More importantly,

Chinese travellers have become the

most sought-after market segment by

destinations throughout the world. Chinaready

programmes that cater exclusively to

Chinese travellers have been adopted by

tourism offices, hotels, shopping outlets,

museums and entertainment centres.

Chinese-language websites, brochures

and signage are ubiquitous in emerging,

established and conventional destinations.

This signifies the importance of the

Chinese outbound tourism.

So, who are the members of WTA today

and which organisations are they looking

at to further develop?

“The WTA membership covers the whole

travel and industrial chain”, says Mr Liu.

“We are proud that our mission, message

and vision resonate with several companies

and organisations throughout the world

as evidenced by the rapid growth in the

number and geographical diversity of our

members in only a short time.”

As of March 2019, WTA’s membership

roster has grown to 182 from 38 countries

and regions, a sizable increase from 89

members at the time of its establishment

in 2017. Several of their members are

influential and respected companies

and organizations, including Australian

Federation of Travel Agents, Beijing

Tourism Group, Changi Airport, China

National Travel Service Group, Club Med,

TUI, US Travel Association, just to name a

few

WTA Xianghu

Dialogue 2018


EVENTS

WE WILL BE HOLDING

A HIGH-LEVEL SEMINAR WITH

REPRESENTATIVES OF THE TOP WINE

TOURISM COUNTRIES IN LA CITÉ

DU VIN IN BORDEAUX.

(From left to right)

Michel Durrieu, General Director, Regional Tourism

Board, Nouvelle-Aquitaine and Zurab Pololikashvili,

Secretary General, UNWTO at the signing of the

Memorandum of Understanding

NOUVELLE-AQUITAINE PARTNERS

WITH UNWTO FOR WINE TOURISM

EVENT IN OCTOBER

Memorandum of Understanding signed with aim of boosting

global wine tourism

With the signing of a high-level Memorandum of Understanding (MOU),

a major new wine tourism seminar is set to take place in Bordeaux in

early October this year. We asked Michel Durrieu, General Director of the

Regional Tourism Board, Nouvelle-Aquitaine, to tell us more about the

background to the relationship between his organisation and the World

Tourism Organisation.

The Regional Tourism Board of Nouvelle-

Aquitaine is already an affiliate member of

the UNWTO; we often collaborate on such

topics as sustainable tourism strategies,

training and of course wine tourism. The

idea of the seminar came about when

the UNWTO’s Secretary General, Zurab

Pololikashvili, and its Executive Council

President and Minister of Tourism of

Argentina, Gustavo Santo visited Nouvelle-

Aquitaine last year. We continued our

discussions at the French Embassy in Madrid

and also at ITB Berlin in March of this year.

We all recognise the strong link between

wine tourism, culture, history and lifestyle

and the contributions of this segment to the

development of regions on a global scale.

Hence, in order to boost wine tourism, we

will be holding a high-level seminar with

representatives of the top wine tourism

countries in La Cité du Vin in Bordeaux. This

event will take place in early October 2019

and what better place than Bordeaux since

the Nouvelle-Aquitaine region with the

Bordeaux and Cognac vineyards represents

35% of all wine tourism in France.

The seminar is taking place at a strategic

time. It begins right after the IFTM Top Resa

exhibition in Paris which opens on October

1st. Many of our attendees, high level

tourism officials including tourism ministers,

will be able to come down to Bordeaux just

after IFTM.

Our main goal is to structure our wine

tourism strategies globally, exchange with

other leading wine tourism countries and

of course increase awareness about the

Nouvelle-Aquitaine’s wine tourism offering.

We hope the participants will see the

benefits of such a seminar and we aim to

host it every year. Finally, there will be a fun

side to these high-level meetings since we

will be inviting the attendees to participate

in the vendange (wine grape harvest) in

selected Bordeaux vineyards.

Why did you choose La Cité du Vin to

host the seminar?

La Cité du Vin is a symbolic location, located

in Bordeaux, it is a new generation cultural

centre unique in the world, where wine

is presented in its cultural, civilizational,

heritage and universal dimensions. Most

importantly, La Cité du Vin showcases

vineyards from around the world through a

permanent tour and temporary exhibitions


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 9

9

24% RISE IN NTO

PARTICIPATION

FOR ITB ASIA

Unprecedented demand

for space at leading Asian

tourism event

Katrina

Leung

Managing Director,

Messe Berlin

(Singapore)

With a total of 58 NTOs

and RTOs, ITB Asia in

Singapore this October

has experienced a year-onyear

growth of 23.8% and

25% respectively in the

securing of exhibition space

compared to 2018.

The 3-day business-tobusiness

travel trade show

takes place from 16 - 18

October 2019 at the Sands

Expo & Convention Centre

at Marina Bay Sands. This

year’s event will see at least

19 new NTOs and RTOs,

and thus far, the three

contingents with the largest

exhibition spaces registered

are from Indonesia, Russia

and South Korea.

The strongest participation

comes from Asia,

Marina Bay complex, Singapore

with Southeast Asia

well represented, and

newcomers Myanmar and

RTO, Jakarta, taking part.

North Asia will see an

expanded South Korean

contingent with RTOs from

Gyeonggi, Jeju and Seoul

securing their own booths.

Europe has seen a major

increase in the number

exhibitors, buoyed by an

increase in interest from

Southern and Eastern

Europe. The Balkan states

of Macedonia, Montenegro

and Serbia will be taking

part for the first time along

with the Czech Republic

and Estonia. Compared to

previous years, Hungary

and Russia will also bring

larger contingents

MESSE BERLIN

(SINGAPORE)

LAUNCHES FIRST

MICE SHOW ASIA 2019

Co-located with ITB Asia

2019, MICE Show Asia 2019

will see a diverse group of

participants taking part, of

which 47% are from MICE

Agencies and 26% from

Corporates such as Meetings

and Incentive Planners.

The new show will shine the

spotlight on Asia’s meetings,

incentives, conferences

and exhibitions (MICE)

sector. The gathering will

see professionals from the

incentive travel, meetings,

and events industries come

together to discuss the latest

trends, hear from up-andcoming

MICE innovators,

and network with suppliers.

Katrina Leung, Managing

Director of Messe Berlin

(Singapore), the organiser

of MICE Show Asia, cites

a forecast published by

Allied Market Research on

the global MICE market,

explaining that Asia-Pacific

is expected to witness the

highest growth rate of

8.6% through to 2023:

“The MICE sector in APAC

continues to thrive, with the

region expected to witness

the highest growth rate

in the next 5 years. After

successfully organising ITB

Asia for 12 years, we noticed

the fast-growing demand

for the MICE and corporate

travel segments. MICE Show

Asia 2019 seeks to capture

this growing demand and

I am confident participants

will gain the highest value at

this show.”

Messe Berlin is working

with prominent trade

partners such as the United

Networks of International

Corporate Event Organizers

(UNICEO) and Professional

Convention Management

Association (PCMA) to enrich

the conference content and

bring buyers on board


EVENTS

© IFTM Top Resa

IFTM Top Resa 2018

EVENTS CALENDAR

17-19 JULY 2019

Hotel Investment Conference Australia

New Zealand (HICAP ANZ)

Sofitel Sydney Wentworth,

Sydney, Australia

anz.hicapconference.com

21-22 JULY 2019

China Tourism Forum

DoubleTree by Hilton Philadelphia

Center City, Philadelphia, PA, USA

https://noncredit.temple.edu/ctf2019

3-7 AUGUST 2019

GBTA Convention

McCormick Place, Chicago, IL, USA

https://convention.gbta.org/

5-7 AUGUST 2019

HTNG Insight Summit North America

Park City, Utah, United States

www.htng.org/page/ISNA2019_SaveDate

10-16 AUGUST 2019

Virtuoso Travel Week

Las Vegas, NV, USA

https://virtuosomeetings.virtuoso.com

28-30 AUGUST 2019

Equip&Dine Asia

Marina Bay Sands Expo and Convention

Centre, Singapore

www.equipdineasia.com/en-gb.html

4-5 SEPTEMBER 2019

HSMAI Curate

The Breakers Palm Beach,

Palm Beach, FL, USA

www.hsmai.org/curate2018

8-12 SEPTEMBER 2019

PURE Life Experiences

Marrakesh, Morocco

www.purelifeexperiences.com

9-10 SEPTEMBER 2019

Future Guest Experience

Henderson, NV, USA

https://guestexperience.wbresearch.com/

10-12 SEPTEMBER 2019

IMEX America

Sands Expo Convention Center,

Las Vegas, NV, USA

www.imexamerica.com/

16-18 SEPTEMBER 2019

HTNG Asia-Paciific Conference

Bangkok, Thailand

www.htng.org/page/APC_2019

17-19 SEPTEMBER 2019

The Hotel Show Dubai

World Trade Centre, Dubai,

United Arab Emirates

www.thehotelshow.com

18-20 SEPTEMBER 2019

PATA Travel Mart

Korme Exhibition Center,

Nur-Sultan (Astana), Kazakhstan

www.pata.org/ptm/

18-21 SEPTEMBER 2019

WTA Xianghu Dialogue

Hangzhou, China

www.wta-web.org

21-24 SEPTEMBER 2019

World Routes

Adelaide, Australie

www.routesonline.com/events/204/worldroutes-2019

23-26 SEPTEMBER 2019

ILTM North America

Fairmont Mayakoba,

Riviera Maya, Mexico

www.iltm.com/northamerica

24-26 SEPTEMBER 2019

IT & CM Asia - Incentive Travel &

Conventions, Meetings

Bangkok Convention Centre,

CentralWorld Bangkok, Thailand

https://itcma.com

1-4 OCTOBER 2019

IFTM Top Resa

Porte de Versailles, Paris, France

www.iftm.fr/en-gb.html

2 OCTOBER 2019

The Hotel Distribution Event

The Montcalm Marble Arch,

London, United Kingdom

https://hoteldistributionevent.com

16-18 OCTOBER 2019

ITB Asia

Sands Expo and Convention Centre,

Marina Bay Sands, Singapore

www.itb-asia.com

A CLEVERDIS Publication, 65 avenue Jules Cantini, Tour Méditerranée,

13006 Marseille - France - Tel: + 33 442 77 46 00

E-mail : info@cleverdis.com - www.cleverdis.com

SARL capitalised at Euro 155,750 - VAT FR 95413604471 - RCS Marseille B 413 604 471

Publisher: Gérard Lefebvre - Publishing Director: Jean-Guy Bienfait

Managing Director: Jean-François Pieri - Marketing Manager: Nathalie Meissner

Editor-in-Chief: Richard Barnes - Head of Editorial team: John Falchetto

Art Director: Hélène Beunat. With the participation of: Bettina Badon,

Kira Behr, Siyu Geng, Benjamin Klene, Jasdeep Singh.

>>To contact them: first name.last name@cleverdis.com

Printing: Pure Impression, Mauguio, France

Registration of Copyright July 2019 • ISSN 2110-8676. Information presented in this publication is purely indicative in order to illustrate subjects contained

therein. No guarantee can be given as to the accuracy of data or content at time of printing and thus the latter should not be used to professional or commercial ends.

While all efforts have been made as to accuracy and pertinence of content and data contained in this publication, CLEVERDIS may in no case be held responsible for

the consequences, whatever their nature may be, that may result from the interpretation of this data or content, or any eventual errors therein. All rights are reserved.

Any reproduction of the content of this publication, even partial, by any procedure whatsoever, is strictly prohibited without the prior authorisation of the publisher.

Any copy, whether by photography, photography film, magnetic tape, disc or other means constitutes a forgery, liable to punishment under French law under the

legislation of 11 th March 1957 covering copyright. All brands cited in this publication are registered trade marks and/or belong to companies which are their respective

proprietors. The publishers and editorial staff decline all responsibilty as to opinions formulated in this publication by those interviewed or cited therein. Their opinions

are entirely their own, and are included with the understanding that they contain, to our knowledge, no malicious intent. The inclusion of all texts, photographs and

other documents supplied by those included in the report imply the acceptance by their authors of their free publication therein. Documents and photgraphs are not

returned. It should be understood that this publication contains forward-looking statements that involve risks, uncertainties and assumptions. All statements other than

statements of historical fact are statements that could be deemed forward-looking statements. Risks, uncertainties and assumptions include assumptions relating to

the timing of the record date. If any of these risks or uncertainties materialises or any of these assumptions proves incorrect, actual results could differ materially from

the expectations outlined in these statements. Cleverdis assumes no obligation and does not intend to update these forward-looking statements during the period of

publication. Photo Credits and Copyright: All Rights Reserved


ELITE TRAVEL TRENDS

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 11

11

© MStudioImages - iStock by Getty Images

HIGH-END CHINESE

TRAVELLERS

INCREASINGLY SEEKING

“UNIQUE” EXPERIENCES

For travel professionals, there is no

doubt that Chinese high-end customised

travellers bring a greater per person return

on investment to spending on tourism

resources than any other group. This is just

as crucial for well-established destinations

that want to further develop their Chinese

market-share as it is for niche destinations

which are just beginning to attract Chinese

tourists. The China Outbound Tourism

Research Institute (COTRI) forecasts that

the YoY growth rate of the Chinese

outbound travel market will be 11%, with

4 million people going overseas by 2030.

Based on the market’s impressive growth,

Ctrip Customised Travel forecasts that

high-end customised travel will grow by

200% over the next three years.

The latest report by COTRI for Ctrip also

indicates that the tastes of high-end

customised travel clients around activities

and dining experiences are changing.

They are increasingly switching from

sampling local cuisine and street food to

learning the methods of how locals cook

traditional dishes and the stories behind

food. Thailand, Japan, and Italy rank as

the top three overseas destinations for

Chinese foodies, according to the survey.

In the following pages, we take a look

at how luxury travel is evolving in APAC

and around the globe, with a spotlight on

Chinese high-end tourists.


In The Field

with Mary Gostelow

THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY

PART IV

HONEYMOONS

FROM THE

IDYLLIC TO THE

UNWITTINGLY

BEAUTIFUL,

THREE ROMANTIC

LOCATIONS IN

ASIA-PACIFIC

Planning a Honeymoon for your clients?

What about Asia Pacific? In this edition’s “in

the field”, luxury travel guru Mary Gostelow

explains that the ideal could be to book

a private jet to all the suggestions in this

report!

Start on top of the world, in the 118-floor

Ritz-Carlton Hong Kong. Take any islandfacing

room with access to the 116 th floor

Club: after a few laps under the LED ceiling

over the rooftop’s indoor pool, taste premeal

Beluga at the 102 nd floor Caviar House

counter, and order Tosca chef Angelo

Aglianó’s signature menu, to arrive, with

Krug, for pre-ordered private dining.

Dine looking at that world, down

there.

In Japan, start at

AMAN Tokyo, with

a lobby like a

football field-sized

oriental paper balloon

atop a 38-floor building.

Design here is unadorned

camphor wood, floors and walls

relieved by giant windows looking out

over Otemachi (try the 157 sq m AMAN

Suite). Don’t miss swimming in the 33 rd

floor indoor pool and watching the sun set

through the 10m-high glass end wall. The

next day, perhaps, take a shinkansen and a

local train to Amanemu, 15 minutes’ drive

from Kashikojima Station. Here, room #10

is closest of the 99 sq m 24 semi-detached

villas to The Restaurant, for delicate seainspired

dishes. You have your own in-room

onsen, but this is aqua heaven – there are

communal onsens in the spa, and outside,

38° and 41° temperatures.

In Australia, start at Park Hyatt Sydney,

for the best-possible close views of the

continuously fascinating water traffic (be

warned, the 155-room hotel can have up to

40 Australian honeymooners overnighting

on a Saturday, which just shows they know

the best). All views are spectacular - #212’s

is great for the Opera House, seemingly a

few yards away – but, wherever, do venture

out for BridgeClimb, for a honeymoon

photo on top of Sydney Harbour Bridge,

just behind-above the hotel.

START

AT AMAN

TOKYO, WITH

A LOBBY LIKE A

FOOTBALL FIELD-SIZED

ORIENTAL PAPER

BALLOON ATOP

A 38-FLOOR

BUILDING

From Sydney, fly to Hobart,

for Tasmania’s renowned

planet-beating clean

air and water,

and King Island

triple-cream

cheeses and a Pinot

Noir of the calibre of 2016

Home Hill Estate. Pick up a Par-

Avion helicopter to avoid a fourhour

drive – albeit scenic - to Saffire

Freycinet, in Freycinet National Park. Gasp

in amazement as what from above looks

like a 200-metre wide stingray sculpture

is this unique resort’s main building. Stay

in any one of 20 futuristic steel and glass

detached villas, identical but for slight size

variation: look directly over Oyster Bay to

the five Hazard Mountains. From the 14

complimentary activities, it’s essential to

“do oysters”. Wade through waist-high

shallows to Pacific Oyster incubation and

dormitories. Then, just you two and your

guide-photographer, stand at a high linenclad

table, in the water, and shuck and eat

for seemingly ever, helped down by Josef

Chromy Sauvignon Blanc 2016, chilled in

elegant stemmed crystal.

SEE YOU AGAIN IN THE NEXT EDITION


ELITE TRAVEL TRENDS

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 13

13

HONEYMOONING IN PARADISE

Malaysia stands out from the “usual old” offering with stunning

island getaways for newlyweds

Travel advisors around the world

are increasingly seeking different

ideas for newlyweds when planning

dream honeymoons, and Malaysia

is definitely “on the radar”

It all begins with lukewarm crystal blue

waters, white beaches and swaying

palms… but if one wants more than

that, this is where Malaysia steps out on

its own as a star destination, thanks to

its deep-rooted friendly culture, amazing

cuisine and stunning nature. Here are just

a couple of ideas you may consider when

helping YOUR clients plan their dream

Honeymoon.

Long Beach, Perhentian Islands, Malaysia

Bonton Resort, Langkawi, Malaysia

LANGKAWI

With a huge variety of magical

places such as the Bon Ton

resort, Meritus Pelangi Beach

Resort & Spa, the Danna, the

Ritz Carlton or the Four Seasons,

the island of Langkawi is very

different from anything you’ll

find in neighbouring Thailand, or

further afield in Indonesia or the

Philippines. Not only are there 99

islands to visit – virtually devoid of

people… (now that’s romantic),

the main island is Southeast

Asia’s first UNESCO Geopark. The

entire paleo- geological history of

Malaysia happened to Langkawi.

As a result of this, one can find

an incredible diversity of flora and

fauna.

Rasa Ria Resort, Langkawi, Malaysia

SABAH

Rasa Ria – Authentic Luxury: The north-east

coast of Borneo – just next to the Sabah capital

of Kota Kinabalu, is home to Shangri-La’s Rasa

Ria Resort & Spa Dalit Bay Golf & Country

Club – a perfect Honeymoon getaway. Resort

General Manager, Fiona Hanan, describes the

resort: “I describe this as a really authentic

experience that is wrapped up in a luxurious

parcel, comprised of the location, the services

and the facilities. We are built on 460 acres of

land. Of that 200 acres is developed, with a

golf course, a 64-acre nature reserve, and three

kilometres of beach front.”

Mabul Island: Sabah’s Islands are unique from

the point of view that they give Honeymooners

not only crystal-clear waters and white fine

sand beaches, but also some of the best diving

anywhere in the world. Taking the example

of Mabul Island off Sabah’s east coast, just

15 minutes’ ride by boat to world-renowned

Sipadan Island, this “micro-destination” is

also fascinating thanks to the fact that it is

home to tribes of colourful and friendly fishing

communities, living in harmony with a handful

of resorts dedicated to eco-tourism and CSR.

PERHENTIAN ISLANDS

The beautiful Perhentian islands off

the north-east coast of Malaysia’s

mainland are still little-known to

the travel world at large, but that is

changing quite rapidly as top-level

infrastructure is added. Located 21

km off the coast of Terengganu, Pulau

Perhentian consists of the islands of

Perhentian Besar (Big Perhentian) and

Perhentian Kecil (Small Perhentian).

Both islands are covered by untouched

jungle, a stopover for migratory birds,

fringed by powdery white sandy

beaches, windswept palms and

surrounded by sapphire blue waters.

The Lonely Planet Travel Guide Book

recently recognised Pulau Perhentian

as the 5th Best Beach to Swing a

Hammock. One of the only hotels

on the two main islands with fulltime

electricity (a big plus), the brand

new four-star Mimpi Perhentian Long

Beach Resort opened its doors in time

for the high-season 2018, and several

other high-end hotels are due to open

in coming years.


ELITE TRAVEL TRENDS

THE ORIGINALS,

HUMAN HOTELS & RESORTS

Making the difference: bringing a more personal touch

to luxury properties

A basic shift is pushing customers to travel

locally and enjoy a fuller experience in

unique hotels. For these people, each trip

and each journey is another opportunity to

grow as a person and a human being.

This desire for authenticity has breathed

life into a new-generation hotel brand

that anticipates both traveller and hotelier

needs: The Originals, Human Hotels &

Resorts. Its name captures the philosophy

and unique identity of this new brand. Its

description and signature details express

its unique values: the human touch, local

travel, experience and independence.

At The Originals, Human Hotels & Resorts,

all hoteliers have something unique to

share. The brand currently plays host to

more than 600 hoteliers in France and

abroad, from luxury to budget.

NOT JUST HOTELS –

HOTELIERS

The Originals, Human Hotels & Resorts

is a new generation of hotels run by

enthusiastic staff with an incredible sense

of hospitality. Their aim is to bring the

best of independent hotel services to all

travellers seeking an alternative offer. It's

also a movement for more human and

local hotel services.

The Originals, Human Hotels & Resorts is a

hotel brand made up of a vast community

of people united by the same vision of

travel and hospitality. Its hoteliers are a

diverse range of people, working in their

neighbourhood or region, who all have

something unique to share with their guests.

The hoteliers have made independence a

lifestyle as much as a management method.

They embrace a certain uniqueness that

forms the group's greatest asset: diversity.

They all share the same philosophy and

commitment to quality and service but

each has its own way of presenting it to

customers. There are master chefs, art

and outdoor enthusiasts and big city

aficionados.

Aurora, Hotelier at the hotel Cortijo Los

Malenos, The Originals Relais serves up

Cortijo (a typical Andalusian farm) fig jam

and home-made cakes.

For 30 years, Aurora taught the language

of Molière at university.

“I wanted a change.” Andalucia, Almeria

province, Cabo de Gata-Nίjar nature park.

This is where Aurora chose to settle in 2003

in a former farmhouse that she converted

SMARTreport Commercial Content


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 15

15

Cortijo Los Malenos,

The Originals Relais

Chalet-Hotel Matsuzaka,

The Originals Relais

into the ideal hotel to disconnect during

your holidays in Costa Almeria.

Located 4 kilometres from the sea and the

nearest village, there’s nothing around her

Cabo de Gata accommodation. Desert.

“This feeling of peace and quiet is

conducive to relaxation,” she says to

explain why she turned the place into

a 3-star hotel, an oasis garden where

cactuses, bougainvillea, rosebay and

pomegranate trees bloom in a 7-hectare

park.

Cortijo Los Malenos, The Originals Relais

is built in traditional Andalusian style with

thick whitewashed walls and not many

openings so as to keep it cool. Aurora

has put in 10 rooms which are as simple

as they are refined. “The most important

thing for me is the feeling of freedom. My

guests are free serve themselves drinks

or make themselves a coffee, they can

watch a film, read books in the library,

walk in the park or take a dip in the pool.

They have everything to make them feel

at home.”

Faye et Mike, Hoteliers at Chalet-Hotel

Matsuzaka, The Originals Relais in La

Rosière have combined their passion for

the mountains and Japan in the same

hotel. And so each guest is welcomed

in a typical Savoie chalet with Japanese

influences.

Year-round snow, high mountains,

warmth of a chalet. Here, Japan meets

Savoie with luxury and sensual pleasure.

Welcome to Faye and Mike Jones’ hotel.

"We wanted to do some good for our

guests, take them far away from their

everyday lives, in a world where they can

appreciate life, relax and make wonderful

and lasting memories.”

La Rosière, the French-Italian mountain

resort, is where Faye and Mike brought

their dream to life.

“When travelling in Japan we came up

with the idea of a chalet-style hotel with

a Japanese spa at our favourite ski resort,

La Rosière 1850,” explain Faye and Mike.

A unique chalet-hotel, which has today

becomed a sanctuary where charm and

subtlety are backed up by authenticity

and simplicity. The 10 rooms of this 4-star

hotel are either in Savoie style or fully

Japanese. Take your pick. A real Japanese

spa and a restaurant combining Japanese,

French and English cuisine supplement

an offer devoted to guests’ pleasure and

enjoyment.

JUST THE HOTEL

FOR EACH AND

EVERY TRAVELLER

The brand offers two categories for

travellers looking for that extra human

touch that goes beyond simple and

sometimes soulless luxury:

• The Originals Collection: luxury hotels

with exceptional spirit and character

• The Originals Relais: high-end hotels

ideally located in the countryside, by the

sea or in the mountains

These hotels are designed as true haven of

peace, a place compatible with well-being

and serenity, allowing anyone to blossom

and enjoy the present: the simplicity of a

walk, a moment of well-being at the spa,

the transmission of a passion...

Change the way you travel and feel the

soul of a place, the beauty of an encounter.

No matter the reason for your stay, there

is always something special to experience

at The Originals, Human Hotels & Resorts

SMARTreport Commercial Content


ELITE TRAVEL TRENDS

PLAYERS, HONEYMOONERS

AND LOVERS OF FARNIENTE

Virtuoso travel advisor Guido Graf – on current industry

trends

Casinos are increasingly becoming destinations in themselves. We asked

Virtuoso “travel designer”, Guido Graf to share some of his insights about how

he sees this market progressing.

Guido Graf

Virtuoso travel advisor

JUST LIKE

STOCKBROKERS, WE HAVE

TO GATHER DATA AND

UPDATE OURSELVES ON

A DAILY BASIS

When it comes to high rollers, the Casino

provides special packages which, for Las

Vegas Casinos, typically includes a private jet

flight from Europe, a top suite, entertainment,

and VIP treatment. My role starts with

recognising the type of gambler the person

is and ensure he is booked in the best Casino

for his needs and budget. After I make the

initial contact with the Casino, the Casinos

will organise a lot of complementary services

for high rollers, from a private jet with special

catering, to a limousine on arrival and a VIP

suite in the Casino. There are few European

high-rollers, however. Most people will book

a trip to California and stop in Las Vegas so

they can visit a casino and gamble. This is the

same idea behind trips to the French Riviera

with Monte Carlo, or Macao and Reno.

What trends do you see

regarding honeymoons,

private islands and

beach resorts?

In terms of trends, it is

getting harder to say

what is hip. But I do see

a lot of niche interests

developing. In general, I

would say honeymooners

still want the perfect

island beach vacation

(Maldives, Seychelles, or French Polynesia) to

relax. However, we see more and more clients

looking for a lifetime unique experience.

This goes across all categories from cruises,

expeditions, to cultural and even religious

trips.

The trend when it comes to private islands is

that more and more groups, such as company

incentives, friends, multigenerational families,

are looking to stay on a remote and private

island. Since there are only a few private

islands in the Mediterranean, these kinds

of trips are mainly overseas. It’s interesting

to note that people are not always looking

for sandy beaches and turquoise waters, it

could also be adventure on a private island in

Canada or Patagonia.

Beach Resorts are always trendy. In the past

few years, it has been amazing to see how

many new luxury beach hotels have been

opened and will open in the near future. This

is good for the luxury market also, as many

hotels are now forced to invest money in

order not to lose their touch.

Could you tell us a bit more about your

role as Virtuoso travel advisor? What is a

typical day like for you?

Many people think that being a travel advisor

is an easy-going job, but it can be quite

challenging at times. Just like stockbrokers,

we have to gather data and update ourselves

on a daily basis to be able to provide the

best service to our clients. Since we are an

industry in which we deal with people’s most

valuable time – their holidays – clients can

often be demanding, as they want to have

a perfect experience. As a Virtuoso Advisor,

I would say the big difference is that we are

communicating much more with the hotels

in order to make sure the hotel experience

for our clients is out of the ordinary


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 17

17

© Gudmundur Thor Karason

LUXURY TRAVELLERS ARE SEEKING

MORE SUSTAINABLE EXPERIENCES THAT

BENEFIT BOTH THEMSELVES AND THE HOST

COMMUNITY

Eliza Reid

First Lady of Iceland,

United Nations Special Ambassador

for Tourism and the Sustainable

Development Goals

ON LUXURY, SUSTAINABILITY

AND AUTHENTIC EXPERIENCES

Exclusive interview: Eliza Reid - First Lady of Iceland, United Nations

Special Ambassador for Tourism and the Sustainable Development Goals

Eliza Jean Reid, First Lady of Iceland, recently attended ITB Berlin "wearing

several hats”, as First Lady, but also in her role as Special Ambassador for

the UN, and at the same time talking about luxury travel. We asked her

how these roles co-exist.

As travellers become increasingly aware

of the social and environmental impact of

their visits, they seek more “authentic”

experiences that connect them with

the local people, culture and nature of

the country they are visiting. The luxury

travel sector is no different, and in fact

will enable tourists to contribute in a

sustainable way to the countries that they

visit.

How important is tourism to Iceland’s

economy today, and how is luxury travel

evolving there? Is your background as a

travel writer influencing this in any way

do you think?

Tourism played a crucial role in the

recovery of the Icelandic economy and

in local job creation following the 2008

recession. Today tourism is the largest

export sector in Iceland, accounting for

42% of total foreign currency revenue

in 2018 (Q1-3). The sector has grown

from accounting for 7.9% of total jobs in

Iceland in 2010 to 15.7% in 2018.

Tourism has strengthened various local

services and cultural activities around

the country, benefitting both locals and

visitors. Following rapid growth in tourism

in recent years, an increasing range of

services and experiences are available to

visitors, including luxury travellers.

Visitors have been enjoying salmon

fishing in Icelandic rivers for decades,

but now there is a vast array of luxury

activities on offer, such as unique outdoor

excursions, helicopter rides, exclusive

geothermal spa experiences, heliskiing,

and more. The availability and variety of

luxury accommodation has also increased

in recent years.

As a travel writer, I endeavoured to share

my experiences of a different location

in an entertaining way, hoping to help

perhaps shed a new light on a certain

region or to inspire people to undertake

their own trip. I didn’t write for any

specific market sector, but I would always

encourage sustainable tourism, whether

in the luxury sector or elsewhere.

How do you feel the “concept” of

luxury travel is changing over time?

I believe, or hope, that luxury travellers

are seeking more sustainable experiences

that benefit both themselves and the host

community, and hope they travel with

increased awareness of both the positive

and negatives effects their visits can have

on a community, while of course aiming

to increase the former and minimise or

eliminate the latter


ELITE TRAVEL TRENDS

PAYMENT FOR GOODS AND

SERVICES IS BECOMING A MAJOR ISSUE

FOR FOREIGN VISITORS TO CHINA

James Jianzhang Liang

Co-founder & Chairman, Ctrip

CORRECTING THE TOURISM

TRADE BALANCE

James Jianzhang Liang, Co-founder and Chairman, Ctrip,

on bringing more tourists to China

James Jianzhang Liang was at ITB China this year, where he addressed a

“standing room only” conference room on innovating in dealing with

demographics; but also made some hard-hitting points about China’s

tourism trade deficit. We asked him to tell us more.

Much of China’s trade surplus in physical

goods is being offset by a deficit in

tourism. The trade surplus in goods

amounts to US$400bn, but the trade

deficit in tourism is around US$200bn. On

a global perspective, when one talks about

trade, and the contribution of tourism

to different nations’ economies, Chinese

outbound tourists are major contributors.

China has a huge potential to develop

inbound business, but there is a continuing

trend for outbound tourism to outgrow

inbound by a big margin, and this could

eventually lead to an overall trade deficit,

which would have a very important impact

on the economy.

What do you suggest should be done

to rectify this?

Ctrip cannot fix this problem alone. There

are a lot of issues that need to be dealt

with. The facilitation of visas is one area

where things could be further improved.

We can help to some extent when it comes

to helping people with their applications

and so on. But payment for goods and

services is becoming a major issue for

foreign visitors to China, as China has

gotten rid of cash, and most Chinese

people pay with their phones. The issue

arises where foreigners cannot link their

bank cards to China’s mobile payment

systems. While some merchants accept

cards like Visa or Mastercard, more and

more only take cash or mobile payment.

We believe that if operators like ourselves,

or WeChat Pay, can be linked to foreign

bank cards, this could greatly facilitate

travel for overseas visitors.

You’re talking about a deficit, and

in your presentation, you showed

examples of other countries that had

issues in this respect. Where is China

situated on that sliding scale?

In terms of absolute trade deficit in tourism,

China’s deficit is bigger than all the others

combined. In terms of percentage of GDP,

China is ranked 11th, behind some of the

countries that have internal problems, like

Sudan or the Palestinian territories, because

not many people want to go there. While

there is a problem to be solved, there is

also a perception issue. Work needs to be

done on promotion, spending more on

social media and other advertising means,

to promote destinations here


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 19

19

CHINESE HIGH-END

CUSTOMISED TRAVEL

A joint report by Ctrip and COTRI unveiled at ITB China Conference

This year’s ITB China conference

saw the revealing, on Thursday

May 16, of a new report by Ctrip

and COTRI, which details the wants

and needs of high end customers

in customized travel, as opposed to

standard customised travel.

Ctrip, the largest online travel agent in

Asia, and the China Outbound Tourism

Research Institute, or COTRI, jointly released

a new travel report today at the 2019 ITB

China trade fair in Shanghai. The report

examines the trends of Chinese outbound

travelers who are opting for more high-end

customised travel.

In order to meet the highly personalised

travel demands of Chinese travelers, Ctrip's

Customised Travel unit was established in

January 2016. As the concept of high-end

customised travel has gone mainstream in

China, in March 2019, Ctrip's Customised

Travel launched a platform designed

especially for high-net-income individuals.

The platform serves Chinese high-end

customers who are increasingly interested

in top-quality services and the exclusive

use of highly scarce resources. As seasoned

travellers who regard travel as a major

leisure activity, they are actively in search of

services, resources and experiences that are

high-quality, unique and niche. Flexible with

their time and not bound by cost issues,

these customers highly value exclusivity and

privacy during their travel experiences.

According to the report, women, couples

and those in the 31-40 age group were the

most likely demographics to book highend

customised travel packages overseas.

The top 10 most popular destinations were

Thailand, Japan, Indonesia, Maldives, USA,

Australia, France, Singapore, UAE and Italy.

In 2018, the number of orders on the

platform increased 180% compared to the

year before. Although Shanghai, Beijing

and Guangzhou are the top three local

markets with the highest demand for highend

customized travel, the growth rate

of orders from second and third-tier cities

such as Xi'an and Tianjin surpassed that of

first-tier cities. Ctrip's data show that the

average expenditure per person on a highend

customized travel package was RMB

23,800 (US$3,410).

The demand for unique activities such as

helicopter tours, fine dining, attendance

of special sporting events such as FIFA

World Cup and unique accommodation

arrangements such as island resorts reflects

ongoing interest in higher end, more

tailored experiences in the Chinese travel

market.

Jonathan Xie, General Manager of

Customised Travel Business, hopes that

efficient connections can be built amongst

customers, businesses and travel providers,

stating: "The aim of Ctrip's Customised

Travel Platform 3.0 is to make travel easy, in

any location, in any way our clients want to

make their trip"

HIGH-END CUSTOMISED

TRAVEL CLIENTS

The main target clients for high-end

customized travel are China’s high-networth-individuals

(HNWIs). By 2018, there

were 1.67 million HNWIs in China. For them,

health is the most frequently mentioned

desire, and traveling has become a major

leisure activity and a necessity for life.

Jonathan Xie

General Manager,

Customized Travel Business,

Ctrip


ELITE TRAVEL TRENDS

FOR MORE AND MORE CHINESE GUESTS,

THE OPPORTUNITY TO LEAVE THE CONFINES OF

OUR LUXURY ACCOMMODATION AND CONNECT

WITH PEOPLE IN OUR DESTINATION IS ONE OF

THE THINGS THAT THEY LOVE MOST.

Jonathan Cheung

CEO, Abercrombie & Kent China

THE EVOLUTION OF CHINESE

LUXURY TRAVEL

Jonathan Cheung, CEO – A&K China – on changing wants and needs

Chinese demand for international

luxury travel is developing rapidly.

Gone are the days of hitting over

10 European countries in one trip.

We asked Jonathan Cheung, CEO of

Abercrombie & Kent China how he

sees the market evolving.

Chinese upscale travellers increasingly

demand unique itineraries, high degrees

of personalisation, considerate service,

exclusive access, or are identifying a clear

purpose or theme for trips, such as wine

tasting or architecture, which leads to

a huge surge in the use of luxury travel

agencies and consultants. Furthermore,

these upscale travellers desire adventures

in less-travelled destinations, such as

Africa or the Polar regions. The more

exotic and extremer the destinations are,

the more luxurious experience the guests

are caring for.

You say it’s important to satisfy

travellers’ “spiritual’ demands”. What

do you mean by that?

Thanks to the expansion of the luxury

travel market, most of the affluent

travellers are becoming less price sensitive

and seasoned. The travellers are having

more diversified needs for customised

destinations and products, and starting to

seek unique experiences and inspirations

instead of material goods. For A&K, most

of our Chinese guests are senior executives,

business owners and entrepreneurs,

who’re always finding themselves with a

busy and hectic schedule. When we plan

the trips for them, we’re always trying

to encourage the guests to break out

of the box. We will discuss with guests

about their “mental” demands. These

may be about study, cultural immersion,

parent-children interaction, philanthropy

and charity, spiritual practice and so on.

For example, in October 2019, we have

specially designed an Egypt journey for

our guests who have a great interest in

culture and history. It is like a master class

in both Egyptian history and luxury travel.

Our guests will not only travel with our

external experts from the Academy of

Arts & Design, Tsinghua University, but

also the region's best Egyptologists from

A&K, whose dedication to the journey is

rivalled only by their passion for local art,

history and culture.

Our philanthropy project is another

highlight that I would like to share. The

joys of luxury travel are many, but for

more and more Chinese guests, the

opportunity to leave the confines of our

luxury accommodation and connect with

people in our destination is one of the

things that they love most. The mission

of Abercrombie & Kent Philanthropy

(AKP), founded in 1982, is to positively

impact the lives and livelihoods of the

communities where our guests travel.

Today, AKP carries on A&K’s social and

environmental commitments on a global

scale with over 40 projects on all seven

continents. Guests of A&K are able to visit

these projects and support the continuing

development of AKP’s investments in the

natural and cultural heritage of diverse

destinations around the world


ASIA - PACIFIC

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 21

21

APAC RIDING WAVE

OF TOURISM SUCCESS

Arrivals in Asia and the Pacific are

forecast to grow 5% to 6% in 2019,

after a 6% increase in 2018, with

still considerable growth potential

in many emerging source markets

and destinations.

The UNWTO reports that over the

past year, positive growth has been

experienced in tourism receipts, in

particular for destinations in Asia.

China recorded a 30% increase up

to September, rebounding strongly

from a decline in 2017 as a weaker

Yuan made the destination more

affordable. Japan and Macao

(China) also led results with a

19% and 16% increase in tourism

earnings respectively. Thailand

recorded an 8% increase, following

several years of double-digit figures.

In Australia, receipts increased by

12%. Hong Kong (China), India,

Republic of Korea, Indonesia,

Taiwan (pr. of China), and Vietnam

all posted double-digit figures,

benefitting from a strong Chinese

and Indian outbound market. In the

following pages, you will find more

details about travel and tourism

trends in APAC.

Currumbin Beach, Gold Coast, Australia


ASIA - PACIFIC

FACTS & FIGURES

TOURISM BOOM

CONTINUES IN APAC

Asia-Pacific records 6% rise in

international tourism in 2018

The World Tourism Organisation reports

Asia and the Pacific recorded 6% growth

in 2018, reaching 343 million international

tourist arrivals. Arrivals in the region

account for almost one-fourth of the

worldwide total.

Results were driven by Southeast Asia

(+7%) where most destinations posted

strong growth, particularly Vietnam,

which has seen a surge in international

tourists in recent years from virtually all

world regions. Indonesia and Cambodia

enjoyed double-digit increases in arrivals,

thanks to continued robust demand from

China and India. Thailand, the most visited

destination in South-East Asia, as well

as the Philippines also recorded strong

growth on the back of higher visitor

flows from China. Singapore also posted

positive growth in 2018 thanks to good

performance from several of its source

markets.

International arrivals in Northeast Asia

increased 6%, led by the Republic of

Korea which continues to rebound from a

weaker 2017. Japan, which has become

the third most visited destination in Asia

following six straight years of doubledigit

figure growth, also showed positive

growth in 2018 despite a slight slowdown

due to the impact of the typhoon Jebi and

the Hokkaido Eastern Iburi earthquake

which occurred in September 2018.

Macao and Hong Kong also reported solid

results. Meanwhile mainland China, the

region’s largest destination recorded only

2% growth in the first three quarters of

2018. The opening of the Hong-Kong –

Zhuhai – Macau Bridge in October 2018

was expected to enhance connectivity

and boost tourist flows between the three

cities of the Greater Bay Area.

South Asia (+5%) also enjoyed a strong

year, with Nepal profiting from higher

inbound from India, China and European

source markets thanks to a number of

promotional campaigns. Sri Lanka, India

and the Maldives all reported sound

results

RUSSIANS

RUSH TO

APAC:

ARRIVALS UP

54.4%

Geoffrey Gelardi – winner

of the Mary Gostelow Award

for hospitality – in background

- Matthew Upchurch, CEO

It’s boom of Virtuoso time and ILTM for Director Russian

Alison Gilmore

arrivals in Asia-Pacific (APAC)

countries, thanks to a doubling

in seat capacity on direct flights

from Russia to selected APAC

destinations. The trend is

revealed in the latest findings

from analysts ForwardKeys.

Total international arrivals

in the APAC region were

up 3.8%, May 2018 to April

2019. However, Russia’s 54.5%

increase meant Europe was the

top growing origin continent,

up 6.3%. Growth in Russian

leisure travellers (up 62.8%)

dramatically outstripped

business travel (up 27.5%) and

they’re staying for 16 nights on

average. In line with general

trends towards shorter lead

times, the Russians are booking

fewer days in advance, 65.8

days, down from 78.1 days

INTERNATIONAL

TOURIST ARRIVALS,

12

10

8

ASIA AND THE PACIFIC

7

5.6 6

6

6

8.7

6

(% change)

5.6

5

17/16

18*/17 January - December

4

2

3.4

3

0

Asia and

the Pacific

North-East

Asia

South-East

Asia

Oceania

South

Asia

Source: World Tourism Organization (UNWTO) ©

* Provisional data


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 23

23

Mario Hardy

Chief Executive,

Pacific Asia Travel Association (PATA)

THE PATA VIEWPOINT

PATA CEO Dr Mario Hardy talks about the future of his organisation,

and that of tourism in the region

PATA CEO Dr Mario Hardy has been over four and a half years at the helm of

the organisation now. We asked him what he sees as being the “journey”

for PATA for the coming years, and what his “vision” is in this respect.

Four years ago, PATA started on a journey

of becoming financially sustainable

which we have now achieved. Moving

forward, our focus is about increasing

PATA’s influence and thought leadership,

as well as taking a strong stance when

we see threats or injustice in our sector.

Most importantly, our mission has and will

always be about increasing our members

engagement with the tourism sector at

large and between members in general.

What are the key findings of your “Asia

Pacific Visitor Forecasts 2019-2023”?

It would not be a surprise if I told you

that we see “growth” across the Asia

Pacific region over the next five years.

However, it is fair to say that it is uneven

growth, as some destinations are on the

verge of having too much while others

suffer from “undertourism”. The latter is

especially true for the islands of the Pacific

due to their remoteness and accessibility

challenges.

Should APAC nations be trying to

diversify more in their source markets?

At the recent ASEAN Tourism Forum

in Ha Long Bay, Vietnam, I had the

opportunity to highlight to the ASEAN

tourism ministers the pressing need for

diversifying their source markets. I asked

them to play a simple exercise by taking

their number one source market and

removing it from the equation, then

see what impact it would have on their

tourism economy. Why is this important,

because we have seen in recent times

how political and economic shifts can

affect tourism arrivals into a destination.

Like any good investment advisor would

tell you, diversification and a balanced

portfolio are key to a good investment

portfolio, the same theory applies here.

One of your favourite topics is AI.

Why so?

I am curious by nature and fascinated by

the possibilities of AI in solving real-world

human challenges, and equally concerned

that humans may use AI for the wrong

purpose. My fascination with the tech

world is beyond my day job at PATA,

however, AI is already starting to make an

impact on the tourism sector. The tech to

watch is voice assistance and how it will

soon be an integral part of our daily life

DIVERSIFICATION

AND A BALANCED

PORTFOLIO ARE

KEY TO A GOOD

INVESTMENT

PORTFOLIO, THE

SAME THEORY

APPLIES HERE


ASIA - PACIFIC

FACTS & FIGURES

Officially opened to traffic at

9:00am on 24 th October 2018, it is

simply the longest sea bridge in the

world, and is destined to greatly

boost business and tourism for

Macao, while in itself being a breathtaking

structure and achievement.

With a total length of 55 kilometres, including

a 6.7-km-long underwater tunnel, the Hong

Kong-Zhuhai-Macao Bridge (HKZM Bridge),

situated across the waters of Lingdingyang

of Pearl River Estuary, is a mega-size sea

crossing linking the Hong Kong Special

Administrative Region (HKSAR), Zhuhai City

of Guangdong Province and Macao Special

Administrative Region. It consists of a Main

Bridge in Mainland waters together with

the boundary crossing facilities and link

roads within the three places.

The functions of the Bridge are to meet

the demand of passenger and freight land

transport among Hong Kong, the Mainland

(particularly the region of Pearl River

West) and Macao, to establish a new land

transport link between the east and west

banks of the Pearl River, and to enhance the

economic and sustainable development of

the three places.

The new link was the first large-scale project

developed jointly by the governments

NEW LINK…

NEW HORIZONS

HKZM bridge set to facilitate Macao’s role

in international development

of the three places it immediately

serves, demonstrating the successful

implementation of the “one country, two

systems” principle. It also represented

a breakthrough moment in terms of the

construction techniques used and in terms

of the coordination mechanism applied to

blend together the work of three places that

each had a distinct set of public policies.

NEW BOUNDARY

CLEARANCE MODEL FOR

MACAO-ZHUHAI BORDER

The facilities offering border crossing

services for passengers and vehicles

travelling between Macao, Hong Kong and

Zhuhai are open 24 hours a day, with the

Customs clearance between Macao and

Zhuhai conducted on a “Joint Inspection

and One-time Release” principle, the

nation's first border clearance model.

SHUTTLE BUS SERVICES

CONNECT TO MACAO

BORDER AND HKIA

Shuttle buses are the main public

transportation plying the bridge between

Hong Kong, Macao, and Zhuhai borders,

with the two main routes being the Hong

Kong/Zhuhai run and the Hong Kong/

Macao run. The Hong Kong/Macao route -

transporting residents and visitors between

the Macao border and Hong Kong border

- provides about 200 coach trips daily,

scheduled to depart every 5 minutes during

peak period; 10 to 15 minutes during

non-peak period; and 15 to 30 minutes

overnight (midnight to 6:00am). Crossborder

coaches provide services between

the urban areas of Hong Kong and Macao

with fixed stopping points, fixed routes and

fixed schedules. Meanwhile, the shuttle bus

route connecting Hong Kong International

Airport and Macao border crossing area

provides an alternative route for residents

and visitors making their way to Hong Kong

International Airport


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 25

25

FORBES TRAVEL GUIDE

EXPANDING IN ASIA-PACIFIC

CEO Filip Boyen talks about his organisation’s ambitions

and roadmap in the region

With the Hong-Kong based Peninsula Hotel group scooping five star

honours across its brand for the Forbes Travel Guide 2019 Star Awards, and

other hotels earning five-star rating for the first time, like Four Seasons

Resort The Nam Hai, Hoi An, Bulgari Resort Bali and Bulgari Hotel Beijing,

all eyes are turned to the east when it comes to luxury travel. For several

years, Forbes Travel Guide has been enhancing its presence in the region,

so we asked the organisation’s CEO, Filip Boyen, to tell us more about

their activities there.

We consider Asia Pacific a mature market.

We entered China with Beijing and now are

covering eight cities there, along with nine

more countries throughout the Asia Pacific/

Oceania region, including the more recent

addition of Vietnam. We do now proudly

feature Seoul as a destination on our list,

and the city boasts several Star Award

recipients, including The Shilla Seoul,

a Five-Star award winner. Growth and

expansion continues in Asia Pacific, and

we will be announcing our first winners

for Cambodia. Plus, growth of destinations

in the Asia/Oceania region are happening

already this year, including the Republic of

the Maldives, French Polynesia and New

Zealand.

It’s less than a year since you’ve been at

the helm of Forbes Travel Guide. How

are you “fitting in”?

My tenure at Forbes Travel Guide has flown

by, and it is hard to believe my anniversary

will be in November. It has been the most

enjoyable time in my career. One of the

greatest highlights was Verified, The

Forbes Travel Guide Luxury Summit, which

had more than 700 attendees, celebrates

our annual Star Award winners and

offers attendees the opportunity to join a

program of informational sessions. Another

highlight of my new role was being able to

then take the time afterward to set up a

schedule of destination visits and see those

properties in person. Forbes Travel Guide

exists to champion, support and celebrate

all those with a passion for extraordinary

service and that makes my job incredibly

meaningful and enjoyable.

What differentiates Forbes Travel

Guide?

Forbes Travel Guide is the only global,

independent luxury ratings association that

offers objective, professional incognito

evaluations to determine the very best

properties in the world. A rating cannot be

bought or influenced; we pay for all our own

inspections, and the results are determined

via a stringent set of standards, that is both

geographically and culturally sensitive in

application. We are a transparent business

and have taken very specific steps over

recent years to bring clarity and open

dialogue with the industry

Filip Boyen

CEO, Forbes Travel Guide

GROWTH OF DESTINATIONS IN

THE ASIA/OCEANIA REGION ARE

HAPPENING ALREADY THIS YEAR,

INCLUDING THE REPUBLIC OF THE

MALDIVES, FRENCH POLYNESIA AND

NEW ZEALAND


ASIA - PACIFIC

AIR TRANSPORT

KEY NEWS ON APAC ROUTES

AND AIRPORTS

LUFTHANSA INSPIRES

CHINESE TO TRAVEL WITH

ITS NEW BRAND CAMPAIGN

#LIFECHANGINGPLACES

© N509FZ

CHINA SOUTHERN ANNOUNCES NEW

SERVICES IN EUROPE

Building on the success of its brand claim “Say

Yes to the World”, Lufthansa has launched a new

cross-media brand campaign in China, named

#LifeChangingPlaces. The campaign invites global

travellers to explore the limits of who they are and

find out who they can be. Commenting on the

strategic thought behind the campaign, Michael

Knapp, Director B2C Marketing Asia Pacific,

Lufthansa said: “Places can change people. They

can inspire and motivate them to become more

of who they are by opening them up to new

experiences. At Lufthansa German Airlines, we

want to enable such experiences for everyone. That

is the main goal of our brand campaign.”

China Southern is expanding this summer with a new route to Vienna

and potentially new flights to Italy. China Southern is the largest airline

in Asia with over 138 million passengers last year while operating a

fleet of 820 aircraft.

Looking to further expand in Europe, particularly from its main hub in

Guangzhou in Southern China, the carrier confirmed the launching of

a three-time weekly service linking Guangzhou to Vienna with a stopover

in Urumqi. The new service was set to begin on June 18, 2019

using the Boeing 787 Dreamliner. After the operation of Guangzhou-

Urumqi- Vienna service, China Southern Airlines network will cover

nine destinations in Europe. The others are Frankfurt, Amsterdam,

Istanbul, London, Moscow, Paris, Rome and Saint Petersburg.

LUFTHANSA LAUNCHES

NEW APAC ROUTES

Lufthansa has launched an Osaka-Munich route

with an Airbus A350-900. The first flight from

Munich arrived at Kansai International Airport at

6:20am on April 1, and the first flight from Kansai

International Airport to Munich Airport departed at

8:50am on the same day.

Meanwhile, as of 4 th June 2019, Lufthansa began

operations between Singapore and Munich on

daily basis. After the airline reintroduced the

Singapore – Munich route in March 2018 with the

Airbus A350–900, the airline decided to increase

the frequency up to seven times a week.

VIETNAM AIRLINES COMPLETES FLEET

PURCHASE OF A350 AIRCRAFT

On 3 rd April 2019, Airbus presented Vietnam Airlines’ 14 th Airbus

A350-900 at a special ceremony in Toulouse. The ceremony was

attended by the Chairwoman of the National Assembly of Vietnam,

Nguyen Thi Kim Ngan, and high-ranking officials of the country’s

National Assembly. The aircraft completed Vietnam Airlines’ order of

14 Airbus A350-900s, marking another milestone in the national flag

carrier's fleet development and expansion programme as it moves

towards Skytrax 5-star status.


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 27

27

AIR FRANCE-KLM GROUP

INCREASES SERVICES TO ASIA

In Japan, the Air France-KLM group is significantly

increasing its service to Tokyo - 2 additional flights

to Tokyo-Haneda on departure from Paris with Air

France (14 weekly flights) and 3 additional flights to

Tokyo-Narita on departure from Amsterdam with KLM

(10 weekly flights). With these increased frequencies,

the group is increasing capacity by +12% to Japan.

In China: KLM supports this dynamic in Asia with

an additional weekly flight to Shanghai (12 weekly

flights).

© Jewel Changi Airport Devt.

QANTAS OPERATES WORLD’S

FIRST ZERO WASTE FLIGHT

The first-ever commercial flight to produce no landfill waste

took to the skies this on May 8, 2019, marking the start of

Qantas’ plan to cut 100 million single-use plastics by end-

2020 and eliminate 75% of the airline’s waste by end-2021.

All inflight products on board QF739, flying from Sydney to

Adelaide and staffed by cabin crew from the Qantas ‘Green

Team’, were to be disposed of via compost, reuse or recycling.

Speaking at the flight’s departure, Qantas Domestic CEO

Andrew David said the trial flight was an important milestone

for the national carrier’s plan to slash waste. “In the process of

carrying over 50 million people every year, Qantas and Jetstar

currently produce an amount of waste equivalent to 80 fullyladen

Boeing 747 jumbo jets. We want to give customers the

same level of service they currently enjoy, but without the

amount of waste that comes with it.”

Jewel Changi Airport's

magnificent Forest Valley

© Masakatsu Ukon

JEWEL CHANGI AIRPORT

OPENS TO THE PUBLIC

In April, Jewel Changi Airport gave selected members of

the public a sneak peek into the one-of-a-kind lifestyle

destination. The 135,700 sq m complex, built on the site

of the former Terminal 1 open air carpark, is designed

by world-renowned architect Moshe Safdie and features

a distinctive dome-shaped façade. It will offer both

local residents and international visitors a multi-faceted

experience that includes attractions, unique shopping and

dining concepts, as well as airport and accommodation

facilities. Ms Hung Jean, Chief Executive Officer, Jewel

Changi Airport Devt, said, “The vision for Jewel Changi

Airport is to be a destination where ‘The World meets

Singapore, and Singapore meets the World’. The

unique proposition of world-class shopping and dining,

seamlessly integrated with lush greenery, fulfils the needs

of increasingly discerning travellers for a meaningful and

experiential journey, even for brief layovers.”

GARUDA INDONESIA

LAUNCHES THE FIRST NON-STOP

FLIGHT BETWEEN WESTERN EUROPE

(LONDON HEATHROW) AND BALI

Garuda Indonesia started non-stop flights from London

Heathrow to Bali from January 22. The flight, operated

three times per week utilising a Boeing 777-300ER, is part

of a modification in the route between Jakarta and London

Heathrow: it becomes a triangular flight Jakarta – Heathrow

– Denpasar – Jakarta and thus becomes the very first nonstop

flight between Western Europe and the most popular

Indonesian holiday island. The slightly more than 15 hours

flight departs in London at 21:55 and arrives the next day

at 21:15 in Denpasar (Bali). The return flight from Bali to

Heathrow does have a stopover in Jakarta.


ASIA - PACIFIC

TRENDING DESTINATIONS

INDIA…

AS INCREDIBLE

AS EVER

Developing new multi-pronged

tourism approach

A number of new initiatives are underway in India’s tourism

sector aiming to provide visitors to “Incredible India” with

a spiritually enhancing, culturally enriching, physically

invigorating and mentally rejuvenating experience.

© Messe Berlin GmbH

In the past few years, India has

committed a sum of nearly

€860m under two major schemes

of the Ministry of Tourism for

development of tourism circuits,

preservation and maintenance

of monuments, human resource

development, Information

Technology, etc. In addition, a large

sum of money has been invested

expanding and modernising the

nation’s infrastructure in airports

and airlines, railways, national

highways, hotels and transport. A

total of 17 prominent tourist sites

are being developed into iconic

tourism destinations by following

a holistic approach involving

infrastructure and skill development,

progress in technology, attracting

private investment, branding and

marketing.

Meanwhile, a new certification

programme has been established

for tourist guides. Yogendra

Tripathi, the new Secretary of

the Ministry of Tourism for the

Government of India explains,

“The Ministry of Tourism has

rolled out the Incredible India

Tourist Facilitator Certification

(IITFC) Programme in New Delhi to

enable Indian citizens to develop

and enhance the skills associated

with tourism, and where one

can incorporate knowledge

about facilitating tourists visiting

the country. The certification

programme comprises basic and

advanced self-paced courses

designed in a manner that the

users can learn in their own time,

space, path and pace. The basic

course, comprising of 7 modules,

is aimed at training the facilitators

for knowledge, skills and attitude

domains. Successful completion

of this programme enables the

learner to become a Certified

Tourist Facilitator of the Ministry

of Tourism, Government of India”

ITB TRADE SHOW

MAKES ITS WAY TO

THE SOUTH ASIAN

SUBCONTINENT

IN 2020 WITH

THE INAUGURAL

EDITION OF ITB

INDIA

Organised by world-leading trade fair

company Messe Berlin, ITB India will be

a three-day business-to- business travel

trade show and convention focusing

on the Indian travel market. It will take

place at the Bombay Exhibition Centre in

Mumbai, India, from 15 to 17 April 2020.

“In recent years, we have given the ITB

brand an increasingly international

dimension,” said Dr Christian Göke, Chief

Executive Officer of Messe Berlin. “From a

global and regional perspective, India is a

vast source market for the travel industry

with a huge growth potential. We are

delighted that ITB India will in future

complement the trio of ITB Berlin, ITB

Asia and ITB China, making it a quartet

and strengthening the global ITB brand”


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 29

29

Mount Fuji

DESTINATION JAPAN

New challenges for the nation’s tourism industry ahead

of Tokyo Olympic Games

As Japan passed the 30-million

international travellers’ mark for

the first time, the country now

looks to spread tourism benefits

all across to new destinations

Last year, Japan recorded 31-million

international travellers, representing

a threefold growth over the 10 million

international travellers recorded just

five years before, back in 2013.

The interest in destination Japan is

likely to continue unabated. This is

due to a combination of a relatively

weak Yen, the abolition of visas for

many countries and continuous

growth in air transport capacities.

As an example, All Nippon Airways

is adding this year routes to Vienna-

Tokyo and Perth-Tokyo while Japan

Airlines is returning to Seattle after

more than 25 years.

With an eye on the hosting in Tokyo

of the Summer Olympic Games and

Paralympic Games in 2020, the

government is targeting 40 million

international travellers that year.

Recently Japan’s largest travel agency

and tour operator JTB Corp released a

forecast over inbound tourist arrivals

in 2019. JTB expects that growth

will reach 12% translating into 35.5

million foreign arrivals. For 2030,

the government has the ambition

to accommodate 60 million foreign

visitors.

The sharp increase in inbound

tourism in recent years however

brings some challenges. There is a

need to diversify arrivals’ sources. In

2018, 74% of all travellers came from

Northeast Asia – China, Korea, Hong

Kong and Chinese Taipei. Southeast

Asia generated another 14% while

the rest of the world represented

only 12% of all arrivals. Increased

promotion such as Japan’s presence

at ITB seems a necessity.

Another challenge is to lure travellers

outside of the three big metropolitan

areas consisting of Tokyo, Nagoya and

the Kansai region (Osaka and Kyoto).

This “golden tourism triangle” today

attracts 59% of all foreign overnights.

The government has set a target of

increasing the share of foreign visitors

who stay outside the three areas to

50% in 2020 and 60% in 2030.

Increased advertising internationally

and additional direct overseas flights

will be a priority over the coming

years

TOHOKU: NEW

WEBSITE AND VIDEO

SERIES LAUNCHED

The Japan National Tourism

Organization (JNTO) has announced

the launch of a new website and video

series dedicated to the Tohoku region,

the "hidden gem" of northern Japan.

JNTO has also worked with Nathan

Thornburgh and Matt Goulding,

founders of travelogue and publishing

house, Roads & Kingdoms, to produce

a series of captivating videos which

showcase the breadth and depth of the

region, targeting American visitors


ASIA - PACIFIC

TRENDING DESTINATIONS

River at Mulu

Proboscis Monkey, Bako National Park

BUMI KENYALANG

Sarawak… land of the hornbills… orang utans…

and so much more!

Since the arrival of a new CEO at

the head of its tourism organisation,

Sarawak, the beating heart of

Borneo, has been making new

efforts to stand out from the crowd.

Last year saw the arrival of a

colourful new logo, leveraging the

use of vibrant colours representing

the diversity in Sarawak and different

natural aspects such as green for the

rainforest and blue for the oceans

and lakes.

“The brush strokes are fun and not

rigid lines, much like Sarawak which

is a very friendly and laid-back place

to visit,” explains Sarawak Tourism

Chief Executive Officer, Sharzede

Datu HJ Salleh Askor. “The centre

‘a’ is, of course, a stylised hornbill

representing Sarawak’s moniker

of ‘Land of Hornbills’ or ‘Bumi

Kenyalang’. It is also a very sacred

bird to many of the indigenous

people in Sarawak.”

According to Ms Askor, the three

key selling points of Sarawak are

“Our people, our products and

our authenticity. We have genuine

authenticity with modern comforts

that you truly cannot find anywhere

else.”

New products, or existing products

that hadn’t seen much promotion

in the past are now under the

spotlight. The Kuching Heritage Trail

is one such attraction, and plans

are in the works to make Kuching

city’s historical heritage an easily

navigated product on its own.

With a previous image of Sarawak as

wild – and consequently untamed,

travel advisors had sometimes

shied away from selling it as a

family destination. However, trade

and media fam tours are fast

dispelling this myth, with particularly

comfortable and modern facilities

and services.

TOP INTERNAL DESTINATIONS

INCLUDE:

Bako National Park - the oldest and one of

the smallest national parks in Sarawak. The park

is located at approximately 37 km from the city

of Kuching; which makes it one of the easiest

national parks to reach. One of the highlights of

the park are the proboscis monkeys.

Semenggoh Nature Reserve - For over 20 years,

the wardens at Semenggoh Nature Reserve had

been training young orangutans, orphaned or

rescued from captivity, on how to survive in the

wild. The success of this programme has left

the surrounding forest reserve with a thriving

population of healthy adolescent and young adult

orangutans, who are now breeding in the wild.

Gunung Mulu - Named a UNESCO World

Heritage site in 2000, Mulu National Park in

Sarawak is seeing European visitor numbers –

especially from Germany – growing rapidly. The

park, despite being remote (or perhaps thanks

to its remoteness), is recognised throughout

Asia as being a model in terms of management

and infrastructure. Its caves are among the most

spectacular in the world


ASIA - PACIFIC

TRENDING HOTELS

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 31

31

WHERE LUXURY MEETS

MODERN ART

Hotel Eclat Beijing showcases original art

from Salvador Dali to Andy Warhol in a

sustainable and green setting

Hotel Éclat Beijing houses the largest

private collection of Dali works outside

of Europe, together with some of

China’s finest contemporary art and

masterworks. Indeed, in a globalised

world, the hotel’s impressive art

collection forms an important cultural

legacy and an important platform for

promoting understanding of Easter

and Western art.

This luxury boutique hotel offers a rare

opportunity to experience museum

quality art while enjoying stylish, cool

accommodation, outstanding cuisine,

intuitive yet non-intrusive guest

services and a spectacular Mall, all

within its unique architectural design.

The entire complex pays tribute to art,

with an impressive collection of fine

works in guestrooms and public areas

– more than 100 pieces, including

original sculptures and paintings not

only from Salvador Dali, but also the

likes of Pierre Matter, Zhang Guolang,

Chen Wen Ling, Andy Warhol, Gao

Xiao Wu, and Zou Liang.

The hotel has 100 rooms, with 20

themed suites that have their own

terrace with swimming pool. A special

feature of the Deluxe Lagoon Suites

is the ultra-spacious living rooms

and separate dining areas, which

offer perfect spaces for entertaining,

more casual dining or simply relaxing.

Guests can indulge in a leisurely meal

prepared by Chef Raul, served by a

personal butler in the “Old Boy’s Club”

for example, surrounded by trinkets

transporting one to British schooldays.

In “The Mad Hatter” Lagoon

Suite, a huge, signature-style “Our

Generation” series cartoon sculpture

by Gao Xiaowu looms over the outdoor

seating area. This is a distinctive

statement to the room’s theme which

incorporates many original design

features. Meanwhile, other playful

decor elements such as quirky crockery

and innovative lighting shaped as top

hats remind guests of the mad hatter

or a world where everything is pure

fantasy

ENERGY

SAVINGS

THROUGH

INNOVATION

Various integrated engineering techniques

have created a sustainable shell around

the building. To be as efficient as possible,

special ventilation louvers channel hot air

out of the building while letting in cooler

air flow throughout. This feature, along

with multiple energy saving features,

allows the building to use 44% less energy

than conventional hotels. Water taken

from the pools is filtered through the

hotel’s innovative grey water system.

The all-glass facade and thermal insulation

create an individual microclimate for

the complex itself, providing protection

from the harsh exterior weather as

well as reducing the building’s energy

consumption. According to its project

description, Parkview Green is a

“neighbourhood within a neighbourhood,

a controlled and highly efficient year-round

green space to live, work, and play”


ASIA - PACIFIC

TRENDING HOTELS

THE POTTINGER HONG KONG

IS RECOMMENDED BY THE FORBES

TRAVEL GUIDE. IT IS WHERE EAST

MEETS WEST, WHERE MODERNITY

MEETS HERITAGE.

Gina Tam

Hotel Manager,

The Pottinger Hong Kong

EAST MEETS WEST

Modernity and tradition come together at the Pottinger Hong Kong

Rising on the uphill elevation of the Pottinger Street in the heart of

Hong-Kong’s Central district, The Pottinger Hong Kong is a pivotal hub

of business and finance, shopping, dining, culture and entertainment.

We asked Hotel Manager, Gina Tam, to tell us more.

The hotel stands amidst rich culture

in a lively neighbourhood on a Grade

1 historical site rated by Antiquities

Advisory Board of Hong Kong. Radiating

from its front portal, The Pottinger Hong

Kong has been adorned by a collection of

specialty street stalls, paving a heritage

landscape of a classic elegance of Hong

Kong. To ascend or descend further

around The Pottinger Hong Kong, one

can discover other intriguing scenes of

century-old tenement buildings, stylish

and upscale international and local labels,

all lined up within the ease of a pleasant

stroll.

What are the main characteristics of this

property?

The 68 luxury guest rooms and suites,

ranging from 23 sq m to 68 sq m, offer

a warm and pleasant stay to the guests.

“Pottinger Suite” and six cosy suites

named after the streets around the Central

neighbourhood are designed with a touch

of oriental flavour, heritage and a sense of

home, in celebration of Hong Kong’s rich

heritage and diverse cultures. The Pottinger

Hong Kong is recommended by The

Forbes Travel Guide. It is where East meets

West, where modernity meets heritage.

It also hosts the award-winning Italian

restaurant Gradini Ristorante E Bar Italiano,

the Michelin-starred Ta Vie, the visuallystunning

The Envoy, Room 309 and Venchi.

The Pottinger Hong Kong features

a number of striking images by one

of Hong Kong’s most famous sons,

photographer and film director Fan Ho.

Can you tell us more about this?

Born in Shanghai in 1931, Fan Ho first

delved into photography at the age of 14.

After moving to Hong Kong in 1949, he

began taking photographs of the streets

and alleys of old Central, and of other

markets and street stalls in the Hong Kong

of the time. His creative output in the

1950s and 1960s included what are now

recognised as some of Hong Kong’s most

iconic photographic images. Between

1958 and 1965, he was eight times

named one of the Top Ten Photographers

of the World by the Photographic Society

of America. His pictures depict both the

hardship and the can-do spirit of Hong

Kong, one that has characterised this

city for many generations. Today, his

masterpieces are showcased in his most

favourite place on earth, Central Hong

Kong, at The Pottinger Hong Kong

SMARTreport Commercial Content


Hotel & Tourism

SMARTreport #43

2019 Summer Edition 33

33

MARRIOTT

INTERNATIONAL

BOLSTERS ASIA

PACIFIC LUXURY

OFFERING

Marriott International has announced strong growth

of its Asia Pacific luxury portfolio with 13 new luxury

properties projected to open in 2019.

The group’s current portfolio of 130 luxury hotels across ten

countries and territories in Asia Pacific will see new openings

from JW Marriott, The Ritz-Carlton, St Regis, and The Luxury

Collection. Additionally, Marriott International’s unified loyalty

programme, Marriott Bonvoy, will offer more guests unique

experiences in coveted destinations across the region.

“Asia Pacific’s luxury travel industry is one of the fastestgrowing

in the world, driven by markets like China and India.

On top of this, global luxury travellers today are seeking more

than just the opportunity to indulge, they want experiences

that deliver personal meaning and significance,” said Peggy

Fang Roe, Chief Sales & Marketing Officer, Asia Pacific, Marriott

International. “In response, Marriott International continues

to grow its footprint and experiential offerings in Asia

Pacific, providing highly contextualized and carefully curated

experiences, allowing luxury travellers to explore their passions

and grow on a personal level,” Fang Roe continued.

The Ritz-Carlton continues its growth in Asia Pacific with four

anticipated openings. The Ritz-Carlton, Perth, which is expected

to open in October, will mark the brand’s return to Australia.

The brand is also slated to bring its legendary service and style

to key markets in in China and India with the opening of The

Ritz-Carlton, Xi’an in June, The Ritz-Carlton, Nanjing in October

and The Ritz-Carlton, Pune in September

MGALLERY BY

SOFITEL TO DEBUT

IN HONG KONG

The Silveri - 33 rd MGallery in Asia

- redefines unique high-end

The MGallery by Sofitel collection is set to make

its debut in Hong Kong this year with The Silveri,

set to open in the second half of 2019.

The new hotel will be the 33rd MGallery by Sofitel in

Asia, and will be part of the Citygate project in the

Tung Chung district of Lantau Island, where it will enjoy

expanded direct connections to the city centre and Hong

Kong international airport, which in a big plus for business

travellers, is only a few minutes away.

“We are delighted to be bringing Accor’s highly acclaimed

MGallery by Sofitel brand to Hong Kong for the first time,

creating a stylish new hotel which will be memorable,

exciting and unique – and disrupt conventional luxury

hospitality in the city”, said Nicholas Cullum, Cluster

General Manager of The Silveri MGallery by Sofitel and

Novotel Citygate.

Designed to mimic a contemporary Manor House, the

hotel will sit in the foothills of Lantau and aim for elegant

luxury with a “comfortable, refined residential feel”.

The interiors will lean heavily towards silver accents as a

reminder of the island’s heritage, while the natural tones

of wood and leather will be contrasted alongside natural

greenery and bodies of water


ASIA - PACIFIC

OUTBOUND TOURISM

Chinese tourists

in Brisbane

INDEPENDENT TRAVEL AND

EVENTS FUEL CHINESE TOURISM

Increase in independent travellers and longer holidays behind outbound surge

Free independent travel, or FIT

for short, is giving a major boost

to Chinese outbound travel,

according to the latest survey by

ForwardKeys.

Analysis of outbound tourism in the first

four months of this year reveals that Free

Independent Travel (FIT) grew by 12.7%.

The travel intelligence company also

attributed the rise in Chinese travellers

to the way the Chinese government has

allocated public holidays, thus creating

more opportunities for people to take

breaks abroad.

The growth is a direct consequence of “two

major trends, an increased enthusiasm

for travel independently, as opposed to

in groups, and more people are seizing

the opportunity to travel abroad over

major public holidays,” explained Oliver

Ponti, VP Insights at ForwardKeys, which

forecasts travel trends by analysing over

17-million flight booking transactions a

day.

“It reflects a growing confidence in

doing one’s own thing”, said Olivier,

“particularly in the case of younger and

more experienced travellers.”

The trends were particularly marked

during the Chinese New Year, at the end

of January and early February, which is the

busiest time for Chinese outbound travel.

Chinese FIT outbound travel grew by

18.8% during 2019’s Chinese New Year

holiday, compared to 2018. FIT travel has

also surged over the last public holidays,

Qingming in April, Labour Day in May and

the Dragon Boat festival in June.

An increase in seat capacity has helped to

fuel the growth in travel to Europe. Over

the past year, seat capacity from China to

London increased by 24.8%, compared

to the year before, thanks to the addition

of nine new routes. Capacity to Paris

increased 8.1%, thanks to five new routes

and capacity to Rome increased 31.7%

from one new route.

In Q2 2019, 88 flights per week were

scheduled between China and the UK, up

from 65 weekly flights in Q2 2018. And

there is more to come, as bilateral trade

agreements provide for further capacity

growth from China to the UK, France and

Italy. The strong growth is being fuelled by

Shanghai, where FIT outbound bookings

for a trip between May and August were

22.4% ahead compared to the same

period in 2018, Guangzhou where they

are 28.7% ahead and eleven second tier

cities which are collectively 25.8% ahead.

This year, several countries have eased

visa regulations in a bid to attract more

Chinese visitors. Singapore now allows

Chinese travellers to enter visa-free for up

to 96 hours, either on the way to a third

destination or on the way back home

and Japan further simplified the visa

application process for Chinese students

and repeat visitors


INNOVATIONS & TECHNOLOGIES

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 35

35

© PeopleImages - iStock by Getty Images

CHANGING TIMES,

CHANGING GENERATIONS,

CHANGING TECHNOLOGIES

In this edition, we take a close up look at

how the younger generation is changing

the way business is done, and what part

technology should play to cater for this.

Indeed, “Gen Z” is growing up in a world

of exceedingly innovative technology.

The majority of them can’t recall a time

before Google, or a world without

smartphones. Their perspective of the

world is what makes them unique. They

think in 4D, wear watches whose primary

function isn’t to tell time, and have

never had the feeling of holding a paper

map in their hands. Gen Z is constantly

connected, with 41% spending 3+

hours a day on computers for nonschool

related activities and preferring to

use 5 screens at once for multi-tasking

(Sparks & Honey). More than eight out

of 10 are hooked on social networks

and more than half of them think that

this is where their social life takes place

(Business Insider). How are brands taking

advantage of this? What are the eventual

threats and dangers for those who don’t?

Read on to discover more.


In The Field

with David Esseryk

THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY TECHNOLOGIES

PART 24

GENERATION Z

DISCOVER YOUR FUTURE

CUSTOMERS

MILLENNIALS

&

e-REPUTATION

In this edition of his regular report,

David Esseryk takes a closer look at

how “Gen Z” is starting to impact

the industry, and what we can expect

to see in the future. For hoteliers, it’s

time to get one’s campaigns in a row,

because this determined generation is

the future of travel.

While the elders of Generation Z

turn 21 this year (born after 1995),

members of this age boom are only

starting to show their economic and

social influence. The first true “digital

natives” of our times, members of

this generation have grown up with

technology within their reach since

birth and instant gratification with the

click of a “like.”

Following are some key points to keep

in mind…

THEME #1

WHERE AM I?

Gen Z is particularly

keen to explore

(...) WHEN

GEN Z SETTLES

INTO THEIR TECH-

their temporary

community

t h r o u g h

the lens of a

local perspective,

taking in the signature

experiences of whatever

region they’re visiting. While

boutique hotels and the Airbnb

mind-set understand the importance

of localised experiences, it forces larger

chains to break their homogenous

environment. That means finding a

balance between a demand for variety

and a need for brand consistency. Take

dining, for instance. Rather than pitting

a generic hotel restaurant against a

burgeoning local culinary scene, a

local chef might set up a permanent

restaurant inside a hotel, bringing in

local flavours. Down the hallway, a

local business owner runs a wine bar,

allowing guests to sample and shop

for regional wines on the spot. And

in lieu of the franchised Starbucks,

and an independent cafe in the lobby

encourages guests to mingle with

other visitors.

EQUIPPED HOTEL BED FOR

THE NIGHT, THEIR ZEST

FOR TRAVEL IS FUELLED

BY EXPERIENCES

MORE THAN

PRODUCTS

THEME #2

COMMUNAL EXPERIENCES

Millennials appreciate places like the

gym or the cafe as social hubs. Guests

can sign up for boutique studio classes

taught by local instructors, inviting

people to connect through group

fitness. Or they can opt for in-room

exercise by streaming fitness videos

from celebrity trainers. The same

independent cafe and surrounding

lounge spaces are also designed with

human-centric connectivity in mind:

comfy chairs and casual nooks

where people can work,

relax, or mingle with fellow

travellers.

THEME #3

HIGH TOUCH

AND HI-TECH

Technology plays a

big part in the overall

customer journey, but it’s

more than just offering guests

free Wi-Fi and integrated USB

ports. The advancement of the

Internet of Things (IoT) means smart

TVs, digital room keys, and robot

butlers are contributing to new-age

hotel services. And mobile messaging

apps like Facebook Messenger,

WhatsApp, and custom mobile loyalty

programs make it easier for brands to

build seamless travel experiences.

At the end of the day, when Gen Z

settles into their tech-equipped hotel

bed for the night, their zest for travel

is fuelled by experiences more than

products.

For this generation, it’s apparent they

rely on thoughtful products or services

to facilitate meaningful experiences,

proving that the integration of the two

worlds is now more important than

ever

SEE YOU AGAIN IN THE NEXT EDITION


INNOVATIONS & TECHNOLOGIES

Hotel & Tourism

SMARTreport #43

2019 Summer Edition 37

37

WE SEE THE BLURRING

OF BOUNDARIES BETWEEN

DIRECT SALES AND

CHANNELS

Joseph Wang

Chief Commercial Officer, TravelDaily China

THE “TECH EFFECT”

Technology in the hands of travellers… and in distribution

Joseph Wang, Chief Commercial Officer – TravelDaily China – recently

hosted two key sessions at the ITB China conference this year on the

use by travellers of new digital tools and how technology innovations

will impact the way travel products are distributed and purchased. We

asked him why these topics are so vital today.

China is now the largest source market

for global travel and tourism industry, and

technological innovations are redefining

the way travel products are distributed

and purchased. The behaviour of Chinese

travellers today, especially millennials,

has been changing with the technology

evolution. Mobile, APP, wireless payment,

Big Data, AI etc. and emerging new social

media platforms like WeChat, UGC, short

video APP and live streaming sites are also

impacting the travel behaviour of Chinese

millennials. Travel companies should

try to satisfy this changing demand

through personalisation, for example,

in terms of product development and

brand communication. From the industry

backend perspective, the efficiency of

marketing, operations, training, channel

distribution management especially

supply chain need to be improved, and

technology can help to find a way out of

the dilemma.

In the past, you worked on direct sales

in the hotel business. How have you

seen sales channels evolving in the past

years, and what will people coming to

your sessions learn?

After years of consolidations, OTA has

become a highly concentrated landscape

especially from the traffic perspective. In

the future, big hotel chains are getting

even bigger and will also reach a very

high concentration landscape globally

and regionally through continuous

mergers. Under this situation, we see the

blurring of boundaries between direct

sales and channels so one of the biggest

challenges today to the traditional hotel

sales channels will be the lack of traffic

sources, lack of the abilities of collecting,

storing, cleaning, analysing, identifying

customer data and tagging, the lack of

abilities to differentiate channels and to

connect with all potential partners agilely

and cost effectively. In terms of marketing

and channel strategies, hotels should redesign

their product and sales with an

integrated online and offline presence,

a more relevant content with higher

level of context aware, relevancy and

personalisation, to refine their offering

to the loyalty members in order to

differentiate themselves in the crowd and

to be adapted by different age groups of

the members especially the Millennials

leveraging todays' digital tools. "The right

product should be delivered to the right

audience through right channels at the

right time and to avoid one-size-fits-all."

as someone famous said

SMARTreport Commercial Content


INNOVATIONS & TECHNOLOGIES

THE

IMPORTANCE

OF ONLINE

REVIEWS FOR

HOTELIERS

DIRECT TRANSLATION

THE BOOM IN MULTI-

LINGUAL BLAH-BLAH

If “Ni Hao” is the limit of your Chinese vocabulary, never

fear. Direct translators are increasingly becoming the

norm, enabling interpretation of multiple languages.

Translation Apps are increasingly taking on importance in

this respect, with even Shanghai taxi drivers now able to

“talk” to their clients via their smartphones using locallybased

apps. in the Western world, Google Translate and

Microsoft Translator appear to be dominating.

It is also possible to find dedicated devices. One such

example is that of Beijing Babel Technology, who have

developed the “AIcorrect Translator”.

Online reviews are the new word of mouth for hotels

today. Hoteliers know that a traveller’s buying decision is

influenced by many factors online. According to a report by

hotel marketing agency, Travel Media Group, (TMG) “the

average traveller visits anywhere from four to 38 websites

before booking. More importantly, during the booking

process, travel review websites and apps account for up

to 42% of online sources used, and 89% of travellers say

reviews are influential when deciding where to book.”

So, is getting many reviews is a good way to insure

bookings for hoteliers? Well, simply receiving reviews is

not enough adds the report. “65% of travellers are more

likely to book a hotel that responds to online reviews.”

The device supports real-time mutual translation between

Chinese or English and 30 other languages, including

Japanese, Korean, Thai, French, Russian and Spanish.

Major languages like English are further divided into

accents meaning translation quality can be as high as

96%. It also has a touch screen, where transcription and

translation are shown at the same time.

Over recent years, China has overtaken many other players

in the field of artificial intelligence, with applications

and development for civilian purposes like mobile pay

obtaining remarkable achievements, not to mention

drones and other innovative products.

Lei Guan, CEO of Babel Technology, states, "As a Chinese

pathfinder in the field of AI, we designed the device in

hoping that hundreds of millions of people can have

access to it and carry out cross-linguistic communication

all barrier-free"

This increase value on engagement is a constant across

social media. Although some will stop at sharing content,

engaging with customer reviews, good or not, shows that

the hotel cares about their guests.

“78% of guests say that managers who respond to

reviews care more about their guests. Travellers today are

looking for an experience, not just a place to sleep, and

travellers believe a hotelier who responds to concerns and

praise will likely also provide better service during their

stay,” adds the report

More magazines by this user
Similar magazines