Loews Hotel & Resorts owns and/or operates 19 hotels and resorts in the U.S. and Canada. Its distinctive properties offer guests the room they need, and the ultimate in upscale travel experiences, at key urban and resort destinations.
Loews used to only allow travelers to make hotel reservations on the phone, but online reservations have pushed the industry to change. Now, a large share of room revenues comes from web and mobile bookings. Loews wanted to leverage social media to advertise promotions, respond to customer complaints, and enable bookings. Loews was already using AliveChat and AliveDial, WebsiteAlive’s live chat and click-to-call solutions, then turned to AliveSocial to allow customers to reserve their rooms via Twitter.
Using AliveSocial, Loews allows travelers to tweet @Loews_Hotels with the hashtag #BookLoews to show interest in a room. Then, a Loews travel planner responds by tweeting a link to a chat conversation using WebsiteAlive’s Shortlink System. Loews uses the technology, branded as Social Reservations, at 16 of its properties. As Jacob Messina, director of internet marketing for Loews, says:
The WebsiteAlive product and team has been instrumental in getting us one step closer to our guests and helping with the facilitation of online booking. The team has been innovative and quick to market to support us in branded initiatives such as Social Reservations.
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