Digital Services Forbes 2024

The hotel's website is notable in design and consistent with the property and/or brand

The hotel's website is intuitive and seamless to navigate

Content on the hotel website is current, free of errors and grammatically correct

An online hotel booking engine or mobile application is available

Booking engine is convenient and allows the guest to filter room results

Booking engine offers a rate and availability calendar

Rate types and inclusions are clearly and conveniently described during the online booking process

During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom, and any living spaces included

It is possible to add special requests to the reservation during the process of online booking

The deposit and cancellation policy is prominently explained before the booking is processed online

For online bookings, a confirmation number is immediately generated and the full confirmation email is received within two hours

Bookings made through the property website can be amended or canceled online

Hotel booking details are accurately reflected in the email confirmation

All email communications are personalized

All email communications are professionally formatted and accurately reflect the property and/or brand

Staff is articulate and courteous when corresponding with the guest via email

General email inquiries are acknowledged within 24 hours

All text message communications are polite, professional and consistent with the property style

Text messages are answered within three minutes

When guest requests are made through digital technology, the functionality is intuitive and convenient

All service automation functions seamlessly and as expected

Non-digital alternatives are available for any service automation technologies provided