Luxury hotel Websites: Critique & Vent
Jan 30, 2019, 2:56 pm
#16
Join Date: Jan 2009
Location: BKK
Posts: 6,741
It’s pure marketing. How do you make something rather mundane look appealing? How do you limit liabilities in terms of possible false advertising issues, while still managing to make something look appealing? That’s exactly the reason for the very general photography used by many hotel groups, such as the Four Seasons pictures above.
I do not think it has much to do with booking channels. Many people do book directly, and even those who do not will still often look at hotel websites.
Jan 30, 2019, 3:01 pm
#17
Join Date: Nov 2014
Location: MCI
Posts: 698
Bingo. Most hotels simply aren’t that special or sexy, so life like photography would make them look rather dull. This is true even of some very good hotels in major cities, and a lot of resorts for that matter. Very few hotels or resorts, relatively speaking, are sufficiently beautiful to just be presented as they are. Villa Feltrinelli comes immediately to mind as one that is exceptionally beautiful.
It’s pure marketing. How do you make something rather mundane look appealing? How do you limit liabilities in terms of possible false advertising issues, while still managing to make something look appealing? That’s exactly the reason for the very general photography used by many hotel groups, such as the Four Seasons pictures above.
I do not think it has much to do with booking channels. Many people do book directly, and even those who do not will still often look at hotel websites.
Now that I think about it this concept applies to anything luxury...whether its cars, airline, car rental/hire places, etc. etc. And many other aspects of life.
I mean when you are at the level in life where you can afford such luxury experiences, what sets competitors apart are going to be exceptional or unique things.....I mean all of them are going to be large, clean, well appointed, with incredible amenities/features, etc. etc. So they don't need to sell anyone on the square footage or a rain shower or a nice bath room....it's going to be other things that sets them apart from others to get the luxury travelers' business.
Jan 30, 2019, 4:33 pm
#18
Join Date: Mar 2016
Location: NY
Posts: 226
I think that it is important to have floor plans for resorts that have different size units. It’s not a deal breaker, but I like to be able to compare rooms, especially if their are price differentials.
I dislike dynamic pricing. I agree with charging higher prices for holiday and seasonal variations.
Just like I dislike elevators that have hard to read button, I dislike websites with small thin fonts!
I am sick of seeing the grey haired man with the much younger wife or girlfiend.
I dislike dynamic pricing. I agree with charging higher prices for holiday and seasonal variations.
Just like I dislike elevators that have hard to read button, I dislike websites with small thin fonts!
I am sick of seeing the grey haired man with the much younger wife or girlfiend.
Jan 30, 2019, 4:57 pm
#19
Was sydakllon
Join Date: Nov 2007
Location: SYD
Programs: Virtuoso, Rosewood Elite, FSPP, Bellini, Dorchester, MO Fan Club, Oetker Pearl, etc.
Posts: 709
I hate FS website.
Even worse (and not always considered luxury) but Sofitel is horrendous. What is this? https://sofitel.accorhotels.com/gb/h...an/index.shtml
Even the URL stresses me out
Even worse (and not always considered luxury) but Sofitel is horrendous. What is this? https://sofitel.accorhotels.com/gb/h...an/index.shtml
Even the URL stresses me out
Jan 30, 2019, 6:52 pm
#20
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
I hate FS website.
Even worse (and not always considered luxury) but Sofitel is horrendous. What is this? https://sofitel.accorhotels.com/gb/h...an/index.shtml
Even the URL stresses me out
Even worse (and not always considered luxury) but Sofitel is horrendous. What is this? https://sofitel.accorhotels.com/gb/h...an/index.shtml
Even the URL stresses me out
Jan 31, 2019, 5:00 am
#21
formerly known as deathscar
Join Date: Jul 2007
Location: Hong Kong
Programs: Virtuoso | Four Seasons Preferred Partner | Rosewood Elite | Hyatt Prive - and more
Posts: 2,096
More room photos - this is actually in the booking process when you try to check out different rooms.
Virtual tours/360s would be great but hotels have been (as always) slow to take up on new technology.
I know there is the issue of difference in views, room layouts etc which can be managed through expectations, but very generic photos helps no one. Put these photos in the generic gallery, that's fine.
Four Seasons Sayan is another annoying one. This is supposed to be a photo of a "Sayan view villa" - it doesn't give any indication as to the actual view (and there aren't like 30 of these rooms for the view to differ that much).
Virtual tours/360s would be great but hotels have been (as always) slow to take up on new technology.
I know there is the issue of difference in views, room layouts etc which can be managed through expectations, but very generic photos helps no one. Put these photos in the generic gallery, that's fine.
Four Seasons Sayan is another annoying one. This is supposed to be a photo of a "Sayan view villa" - it doesn't give any indication as to the actual view (and there aren't like 30 of these rooms for the view to differ that much).
Jan 31, 2019, 5:01 am
#22
formerly known as deathscar
Join Date: Jul 2007
Location: Hong Kong
Programs: Virtuoso | Four Seasons Preferred Partner | Rosewood Elite | Hyatt Prive - and more
Posts: 2,096
I hate FS website.
Even worse (and not always considered luxury) but Sofitel is horrendous. What is this? https://sofitel.accorhotels.com/gb/h...an/index.shtml
Even the URL stresses me out
Even worse (and not always considered luxury) but Sofitel is horrendous. What is this? https://sofitel.accorhotels.com/gb/h...an/index.shtml
Even the URL stresses me out
Jan 31, 2019, 5:15 am
#23
Join Date: Jan 2009
Location: BKK
Posts: 6,741
I appreciate those points, but the FS website is not designed with industry professionals in mind, or even with the type of highly knowledgeable travelers here on this forum in mind. It’s no accident or oversight that highly detailed information is absent, it is by design.
The photography, such as of lovely Four Seasons beds, attentive housekeeping, reflections of palm trees in swimming pools, etc... is aimed at the viewer’s emotions. And it also does serve to gloss over details they may not want to highlight.
The photography, such as of lovely Four Seasons beds, attentive housekeeping, reflections of palm trees in swimming pools, etc... is aimed at the viewer’s emotions. And it also does serve to gloss over details they may not want to highlight.
Last edited by MikeFromTokyo; Jan 31, 2019 at 5:49 am
Jan 31, 2019, 2:03 pm
#24
Join Date: Apr 2002
Location: NYC
Posts: 9,122
It's problematic when the site doesn't properly account for families. E.g. only allows adults to be selected as occupants - and not kids.
Or when they automatically bump you to a higher category room when adding a kid - even though that room might be the same size (and sometimes even smaller). Or it shows the same room but at double the price. Or selecting one adult and 2 kids results in a much more expensive room category then two adults and one kid.
Or when they automatically bump you to a higher category room when adding a kid - even though that room might be the same size (and sometimes even smaller). Or it shows the same room but at double the price. Or selecting one adult and 2 kids results in a much more expensive room category then two adults and one kid.
Last edited by erik123; Jan 31, 2019 at 2:09 pm
Jan 31, 2019, 3:24 pm
#25
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
how many here would prefer higher rate to dynamic rate?
Last edited by Kagehitokiri; Jan 31, 2019 at 4:18 pm
Jan 31, 2019, 4:08 pm
#27
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
to clarify, most here have focused on what best property is, and what others here have experienced. considering that context (completely different vs average travelers) how does content of hotel websites (especially if comparing hotels) factor into decision making. perhaps those who use agents have different opinion from those who do not. those booking direct with management may also differ.
cant recall how long laucala website required password to access
cant recall how long laucala website required password to access
Last edited by Kagehitokiri; Jan 31, 2019 at 4:24 pm
Jan 31, 2019, 7:25 pm
#28
Join Date: Nov 2014
Location: MCI
Posts: 698
I feel like hotels/properties in this arena can fall on two extremes:
Roach motels that deals mainly with cash and other...unsavory businesses/characters.
Extremely high end/unique properties that only cater to the most distinguished tastes (with a bank account to match). I imagine something a level (or several) above Aman properties. I imagine things like private castles/estates (I remember reading about LeBron James and his family vacationing in a carribbean private ocean front mansion), private islands, etc. that may not have easy to access/see public websites. 5-6 figures a night. Something that most of society is even unaware of but a billionaire's concierge team would be intimately familiar with. (I'm thinking a bit adventurously, so those with more knowledge than me can probably chime in.) But then again these types of accomodations really are not hotels anyway.....
Jan 31, 2019, 7:58 pm
#29
Join Date: Jan 2015
Location: England
Posts: 1,361
Slightly off topic, but what bothers are the awful videos that seem to be more and more common. Southern Ocean Lodge is an example of it, but they're all the same: man and wife, smiling, drinking, spitting on you, the little person. I interpret it as: "Before we went to Southern Ocean Lodge, my wife had just had an affair with the milkman, moved all my money into some offshore accounts and filled in the ISIS online application form, so things were a bit rough. Now we've renewed our vows and realised that Buddhism isn't so bad after all. Thanks, Southern Ocean Lodge!"
Jan 31, 2019, 8:31 pm
#30
Original Member
Original Poster
Join Date: May 1998
Location: Palo Alto, CA, USA
Posts: 3,222
No worries for me, I'm not a billionaire.
Quel chuckle MacMyDay. I never look at videos but that's me and I am certifiably odd.
Some of my erstwhile professional life has been associated with internet user models and interfaces, particularly around content. And, it is textual and info content where most hotel websites fail.
As hinted above, this often is deliberate because venues see only the marketing aspects of their sites. Yet, with increasing emphasis on getting prospects to book directly on the website (thereby circumventing travel agents and their pound of flesh), it would behoove venues to enrich sites pragmatically with useful info most folk need in order to book. Every online booking is more money in the bank pure and simple, no commissions, no fuss, no muss.
I am likely to book luxury hotels online when my stay is one or two nights. I don't want to bother my travel advisor but want lots of good information. The better, more informative the website, the more likely I am to put that venue on my booking list.
Quel chuckle MacMyDay. I never look at videos but that's me and I am certifiably odd.
Some of my erstwhile professional life has been associated with internet user models and interfaces, particularly around content. And, it is textual and info content where most hotel websites fail.
As hinted above, this often is deliberate because venues see only the marketing aspects of their sites. Yet, with increasing emphasis on getting prospects to book directly on the website (thereby circumventing travel agents and their pound of flesh), it would behoove venues to enrich sites pragmatically with useful info most folk need in order to book. Every online booking is more money in the bank pure and simple, no commissions, no fuss, no muss.
I am likely to book luxury hotels online when my stay is one or two nights. I don't want to bother my travel advisor but want lots of good information. The better, more informative the website, the more likely I am to put that venue on my booking list.
Last edited by KatW; Jan 31, 2019 at 8:58 pm