Hotels Optimize Post-Booking Experience to Capture High-Intent Moments

Hotels have mastered booking conversion, but the post-booking confirmation experience is often under-optimized. The article argues that post-booking is a key moment to understand traveler needs, using booking data to offer relevant recommendations like transportation, dining, experiences. However, too many offers can backfire; relevance and timing must be tested. Measuring incrementality requires experiments and control groups. Hotels should apply ecommerce discipline to the post-booking journey, making better decisions about what deserves attention.