Taking back control

By Fernando Vives, Chief Commercial Officer and member of the Management Committee at NH Hotel Group, Ana Morillo, Global Commercial Strategy & Pricing Director at NH Hotel Group | 8 Mar 17

Does the hotel industry have a firm grip on the issue of cancellations? As NH Hotel Group’s Fernando Vives and Ana Morillo explain, if a customer makes multiple advance bookings and only takes a last-minute decision which hotel to actually stay at based purely on price, then factors such as our brand power, customer loyalty, and the guest experience are being left out of the decision making process. Ultimate result: the reinforcement of the commoditization of the hotel business. They argue that we need to take steps as an industry to tackle the issue.

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About NH Hoteles

NH Hotel Group (www.nhhotelgroup.com) is a consolidated multinational operator and one of the world’s leading urban hotel groups. The Company operates close to 400 hotels with almost 60,000 rooms in 30 countries across Europe, America, Africa and Asia, including top city destinations such as Amsterdam, Barcelona, Berlin, Bogota, Brussels, Buenos Aires, Düsseldorf, Frankfurt, London, Madrid, Mexico City, Milan, Munich, New York, Rome and Vienna.
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