October 19, 2009


...a terrible thing happened last month on our consumer-direct, branded hotel website !


Not so long ago a leading upscale hotel brand was thrown into an acutely reactive mode when they realized that due a simple user-configuration error within their Central Reservation System, their branded website was not displaying 90% of their available rates [products] back to consumer searches.  In fact, only the hotel’s highest-demand level rates [full rack-rate] were bookable.


Not surprisingly, senior management’s first reaction was “how long has this been going on?”  After some very swift investigation the answer came back… “Exactly twenty one days”. Three weeks.  Let’s refer to this as the unfortunate period.




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