Loews Launches Social Reservations with WebsiteAlive

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About Loews Hotels and Resorts

Loews Hotels & Resorts owns and/or operates 19 hotels and resorts in the U.S. and Canada. Its distinctive properties offer guests the room they need, and the ultimate in upscale travel experiences, in key urban and resort destinations.

 

The Challenge

Travelers used to make hotel reservations on the phone. Then online reservations transformed the industry:34 percent of hotel room revenues now come from online and mobile bookings. With hotels increasingly using Facebook and Twitter to advertise promotions and respond to customer complaints, Loews Hotels wanted to take social media to another level to grow their business.

 

The Solution

WebsiteAlive’s AliveSocial allows Loews Hotels customers to reserve their rooms via Twitter. With Loews Hotels Social Reservations, travelers tweet to @Loews_Hotels with the hashtag #BookLoews to express interest in a room. A Loews travel planner then picks up the conversation and tweets a link to a chat conversation, using WebsiteAlive’s Shortlink System.

Loews Social Reservations allows travelers to book rooms at 16 of its 19 properties via Twitter. One conversation in particular sparked the idea. A traveler had asked for Boston hotel recommendations over Twitter, and Piper Stevens, director of social media for Loews, reached out to recommend a property.

“We were able to convert that Twitter follower into a guest,” she says. “We were already using AliveChat™ and AliveDial™, WebsiteAlive’s live chat and click-to-call solutions, so we naturally turned to them for our chat social solution.”

 

Results

Loews believes the new program has the potential to boost revenue and improvethe hotel’s value proposition, as it enables a traveler to make a transaction using a platform that is a part of their everyday life. Integrating online communications with social media is the logical next step for a growing business like Loews.

 

Highlights

  • Customers can request room bookings via Twitter
  • Social media chat reps respond with a link and book the room
  • Loews converts Twitter followers into paying guests

 

“The WebsiteAlive product and team has been instrumental in getting us one step closer to our guests and helping with the facilitation of online booking. The team has been innovative and quick to market to support us in branded initiatives such as Social Reservations.”

Jacob Messina, Loews Hotels & Resorts

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