Learn about mobile consumer behavior and feedback in the annual benchmark produced for the hotel & hospitality industry by Venuelabs, in cooperation with the Location Based Marketing Association.

1. 2014
© 2014 Venuelabs – http://www.venuelabs.com
Mobile Consumer Benchmark for Hotels & Hospitality

2. © 2014 Venuelabs – http://www.venuelabs.com
Mobile Consumer Benchmark for Hotels & Hospitality

3. © 2014 Venuelabs – http://www.venuelabs.com
Mobile Consumer Benchmark for Hotels & Hospitality
Smart phones have
changed the way that your
customers share their in-
store experiences.
WHERE IS
MY MOBILE
CUSTOMER?
YOUR
STORE
LOCAL CHANNELS
They’re local, social, mobile.

4. © 2014 Venuelabs – http://www.venuelabs.com
Mobile Consumer Benchmark for Hotels & Hospitality
HOW DO
MOBILE
CUSTOMERS
ENGAGE?
14

5. © 2014 Venuelabs – http://www.venuelabs.com
Mobile Consumer Benchmark for Hotels & Hospitality
WHAT DO MOBILE
CUSTOMERS
SHARE?
65%
5%
71%
23%
81%
14%
74%
18%
Positive
Experiences
Negative
Experiences

6. © 2014 Venuelabs – http://www.venuelabs.com
Mobile Consumer Benchmark for Hotels & Hospitality
Brand
Percentage of Local
Feedback Missed
Wyndham Hotel Group
94%
InterContinental Hotels
95%
Marriot
91%
Starwood Hotels & Resorts
99%
Hilton
89%
Hyatt
91%
Fairmont
91%
Red Lion
88%
Swissotel
56%
Omni Hotels
85%
Hotels have not employed the tools
& technology to “tune in” to their
mobile customers.
HOW MUCH IS BEING
MISSED?
THE
AVERAGE
RETAILER IS
MISSING
PERCENTAGE OF MOBILE CONSUMER FEEDBACK
BEING MISSED – BY BRAND
88%
Starwood InterContinental Wyndham Hyatt Marriot