“Hotels playing Big Brother with guest reviewers?” plus 1 more |
Hotels playing Big Brother with guest reviewers? Posted: 30 May 2010 12:05 AM PDT Message from Five Filters: If you can, please donate to the full-text RSS service so we can continue developing it. Hotels want to know who you are. Especially if you're reviewing them anonymously. An increasing number of image-conscious properties have begun connecting the dots between unbylined write-ups that appear on such popular travel sites as TripAdvisor or Yelp, and your personal information, such as your loyalty program preferences. If you write a positive review, you might expect a reward from the hotel — a gift basket or a discount on your next stay. Pan a property, and you could get a concerned e-mail from the general manager asking you to reconsider your review. Or even a black mark against you in the chain's guest database. John Baird, a lodging consultant in Jacksonville, Fla., says that hotels now use locations, dates and user names that appear online to triangulate a guest's identity. Once they find a likely match, the review is added to a hotel's guest preference records, next to information such as frequent-guest number, newspaper choice and preferred room type."If the post is positive, I can give them a gift basket when they return," he said. Negative? That can generate an e-mail inviting the guest back for a free stay or offering frequent-stayer points as an apology. "I think matching reviews with guest names is a great idea," he added. But travelers aren't sure. After hearing about one international hotel that retaliated against travelers who slammed the property, Helen O'Boyle, a Seattle-based computing consultant, is troubled by hotels that name-match. Once identified, she said, the travelers were tagged as "problem guests" in the hotel chain's reward program.O'Boyle is careful not to reveal any information that might help a hotel identify her online. "Let's just say that I'm glad my ratings site nicknames don't look like my real name," she told me. "And now, if I'm writing a bad review, I fudge the dates a bit and don't mention any particular calamities that might be identifiable with what the hotel knows I experienced — just in case." Online review sites such as TripAdvisor don't forbid the posting of personally identifiable information. Unregistered visitors can access details about any user, including an age range, gender, location, "travel style," whether they travel for business or pleasure and even who they travel with. Registered users can send another reviewer a private message through the site. Although TripAdvisor has an extensive privacy policy, the site readily admits, "No website can guarantee security." April Robb, a spokeswoman for TripAdvisor, said the site considers any effort by a hotel to pressure a guest to remove a negative review to be "fraudulent." Whenever a hotel owner attempts to contact a guest who has posted an unflattering review, a warning appears: "TripAdvisor may penalize owners who attempt to remove reviews through inappropriate threats or coercion."But privacy policies aren't the biggest obstacles for hotels trying to connect the dots. Rather, it's a hotel's inability to match a name with absolute certainty that makes this exercise more art than science, according to Barry Hurd, the chief executive of Seattle-based 123 Social Media, a reputation management company that works with more than 500 hotels. "It's hard, because the review services try to anonymize the reviews and the data. They want people to just tell the truth and to assure them there won't be any repercussions," he said. "Hotels, on the other hand, want them to put a name on the review — so that they know who you are." Both Hurd and Baird, the Jacksonville analyst, say that an overwhelming number of hotels want the information for the right reasons: either to reward a nice review or to reach out to a negative guest to patch things up. And that may be true, for now. But Hurd says that technology is evolving so fast that in the future, every hotel representative could have a toolbar on his or her computer that reveals everything about a guest at the click of a mouse — every review, guest preference and even the likelihood that you'll be positively or negatively inclined toward your stay. There's no telling what hotels could do with that information. Contact Christopher Elliott at celliott@ngs.org. Five Filters featured article: Into the Abyss. Available tools: PDF Newspaper, Full Text RSS, Term Extraction. |
Chatham Lodging Trust Signs Contract to Acquire Four Hotels Posted: 19 May 2010 05:58 AM PDT Message from Five Filters: If you can, please donate to the full-text RSS service so we can continue developing it. PALM BEACH, Fla., May 19 /PRNewswire-FirstCall/ -- Chatham Lodging Trust (NYSE:CLDT - News), a hotel real estate investment trust (REIT) focused on upscale extended-stay hotels and premium branded select-service hotels, today announced that it has signed a contract to acquire four hotels for $61 million, or $137,387 per key, including the assumption of approximately $12.5 million of debt on two of the properties. The properties include a Residence Inn by Marriott® in Westchester County, N.Y., a Hampton Inn & Suites® in Houston and a Courtyard by Marriott® and a SpringHill Suites by Marriott® in Pennsylvania. The transaction is expected to close within four weeks of execution of the purchase and sale contract, subject to completion of due diligence and the following closing conditions:
The acquisition of the four hotels represents the second acquisition of a multi-property portfolio by Chatham since it completed its initial public offering on April 21, 2010, and is expected to bring its current portfolio to 10 hotels, with a total of 1,257 rooms. The two Pennsylvania hotels, in Washington and Altoona, will be managed by Concord Hospitality Enterprises. Island Hospitality Management, a hotel management company 90 percent-owned by Jeffrey H. Fisher, Chatham's chief executive officer, will manage the Westchester County and Houston properties. "This transaction increases our geographic diversity and gives us our first Marriott-branded hotels," Fisher said. "With this acquisition, our hotel portfolio now comprises upscale extended-stay hotels and premium-branded select-service properties located in major markets with high barriers to entry near strong demand generators, which is in line with our acquisition strategy. With the closing of this transaction, we will have invested a total of $134.5 million since the completion of our IPO. We have an active pipeline and continue to look for additional opportunities. "Three of the hotels will require only modest investment in brand-required product improvement plans that occur at a change of ownership, and the fourth is due for a larger upgrade, which we expect will make it more competitive in its market," he added. The four hotels are:
About Chatham Lodging Trust Chatham Lodging Trust is a self-advised real estate investment trust that was organized to invest in upscale extended-stay hotels and premium-branded select service hotels. The company currently owns six hotels with an aggregate of 813 rooms/suites. Additional information about Chatham may be found at www.chathamlodgingtrust.com. This press release may contain "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995 about Chatham Lodging Trust, including those statements regarding acquisitions, capital expenditures, future operating results and the timing and composition of revenues, among others, and statements containing words such as "expects," "believes" or "will," which indicate that those statements are forward-looking. Except for historical information, the matters discussed in this press release are forward-looking statements that are subject to certain risks and uncertainties that could cause the actual results or performance to differ materially from those discussed in such statements. Additional risks are discussed in the company's filings with the Securities and Exchange Commission.
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