The downturn in the economy is likely to prompt a strong revival in visits to travel agents, according to Supranational Hotels managing director Niels Pederson.
Hotels will have to change their take–it–or–leave–it policies as demand falls, said Pederson.“Guests will no longer be prepared to accept the dictates of the yield-maximising revenue manager, or the restrictions of dot.com brands,” he said.
Clients will have more freedom and are more likely to seek the impartial and professional advice of an agent, said Pederson, who has worked in the hotel industry for 30 years.
“Agents will be sought for their judgement, and the ability to obtain better rates, assess the quality of hotels and put together itineraries.“
Customers will also value the financial security of booking with an agent and the reduced risk of Internet fraud. Agencies that provide trouble-shooting services will be especially popular, he predicted.
“Customers are increasingly wary following Internet experiences of lost or double bookings, undisclosed hidden extras payable on arrival and reservations made in wrong hotels.”
He advised agents to go back to basics and occupy the “moral high ground” of the travel industry.
“Agents benefit from a century–old image of trust and fair play. They respect their customers because they want them to return. Too often hotels haven’t cared whether or not guests remained loyal because there were others to replace them.”
London-based Supranational Hotels has 1,250 three to five–star hotel members in 70 countries, including the UK, the Middle East and Italy.
More than two thirds of Supranational’s bookings are made through agents.