Online travel and the underlying web of B2C and (many) B2B companies

Happy new year of the horse!  I'm celebrating Chinese New Year with my family in San Francisco bay area, followed by my first Startup Grind 2014 conference in Mountain View.

I won't have time to do much blogging in between my new year family feasts, but here's an interesting graphic I thought I could quickly share.  I came across this 'map' which helps categorize the various players and sub sectors within the travel vertical.  Full credit to Mozio for putting this together.  Despite some missing companies and those that could straddle across several buckets, this really is a comprehensive one-stop shop of a graphic.

Although I've worked many years in the travel industry in hotels, activities, and OTAs, I'm still amazed by the expansive underlying plumbing in online travel, especially on the B2B side.

I can't wait for more Google photo spheres when shopping for hotels and vacation rentals

I'm loving the high resolution 360 degree photo spheres that Best Western and Radisson are deploying on Google search, hotel finder, and maps.  Although this media still carries a hotelier's slant, the interactive richness gives viewers a much more spatial sense of hotel interiors over static photos.

Since I started working in hotels in 2006, I've always had this dream of taking photos of the interior space and external views of every hotel room in the world, and then organizing them so anyone could search through them to find the perfect room.  Clearly this was just a little itty-bitty dream . . .

A few sites like TripAdvisor or FlyerTalk let users search for and post individual room photos and views.  But finding high resolution photos of individual rooms on these sites is like rummaging through a junkyard for discarded computers with Bitcoins.

Then along came Room 77, a travel meta search site that aimed to create a search and review site aimed solely on individual hotel rooms.  They claimed to showcase the view of each guestroom from hundreds of hotels around the world.  My initial excitement for this site quickly wore off when I saw photo after photo of grainy low resolution approximations calculated using Google Earth.

Room 77's grainy room views, but super helpful floorplans

Just for kicks and giggles, I started my own Blogger site where I would share panoramic room views from the hotel rooms I would stay in.  Definitely not scalable, but just a pet hobby of mine to satisfy a guilty pleasure.

But if there's any company that can pull off my itty-bitty dream of organizing photo spheres of all the world's hotel rooms and panoramics of their views, it's most definitely Google.  And that's why I'm looking forward to more independent and chain hotels following the lead of Best Western's 2,200 North American properties and adding interior photo spheres to Google search.  This would be great for hotels that have unique spaces including wedding venues, fitness centers, and spas.  It would be a first of its kind for hotel shoppers who want the perfect room in that perfect hotel.  But this super rich content could potentially be the defining advantage Google hotel finder has over other travel meta search sites and OTAs to win hotel search volume and CPC spend.

Google and Room77 shouldn't have all the fun though.  HotelTonight is already leading the way in crowd sourcing mobile photos from individual rooms.  And I have no doubt that photo spheres and corresponding floor plans would improve the shopping experience on Airbnb listings above and beyond the positive impact their professional photography program has already made on average nightly rates and conversion . . . especially for larger, upscale, or uniquely designed one-of-a-kind spaces.

Seriously, could you imagine 360 degree tours (and floor plans) of all these ridiculously quirky Top 40 Airbnb picks?!?

Giving credit to the world's first travel blog post, 20 years ago

Travel blogs have been around for a long time now . . . two full decades.  At first it seems like a no brainer that the content in these blogs are a gold mine for travel dreaming or planning.  But in practice, that's not often the case.  I'm on the fence whether I like them or not when it comes to planning travel.

With the exception of asking a few trusted friends, I do pretty much all my destination planning, travel research, and bookings online.  In fact, most of my destination planning is done through online resources, whether they be official destination sites, review sites, or random travel blogs.

When visiting travel blogs though, there's something about them that makes me have a love-hate relationships with them.  When they're good, they're often times phenomenal . . . packed with vivid imagery and seducing descriptions that captivate me enough to open a new tab and start booking flights.  In these cases, the blogger usually possesses a genuine curiosity in the local surroundings and seeks out the unconventional to broadcast back to viewers.

When travel blogs are bad though, they can really be a waste of time.  Regurgitated information and non-descriptive words like "amazing" or "awesome" can render a sensory travel experience incredibly bland.  What's amazing or awesome to one person may not be the case to me.  So I move on to the next blog, and the next, and the next, until finally I stumble upon some more unique, descriptive, and inspiring content.

But for better or worse, I have to pay mad respect to the birth of travel blogging.  Jeff Greenwald holds the title for posting the world's first travel blog back in January 1994.  It took over three hours over dial up Internet to post.  It's called "One Hundred Nanoseconds of Solitude" and you can read it here.

Fast forward to today, twenty years later, and there's no shortage of travel content written by bloggers roaming the planet and sharing every aspect of travel imaginable.  Now if only there was a way to search through all the world's haphazard travel blogs as quickly and accurately as one searches on Google for relevant content!!

One of my fav travel blog posts comes from wanderingearl.com, about how not to get ripped off by taxis.

Singapore Changi Airport's upcoming Terminal 4 looks amazing!

If you live in Singapore and have ever ventured abroad, then you must know the welcoming and soothing feeling of returning to Changi airport.  Maybe it's the lush green foliage throughout the terminals or perhaps the speedy immigration arrivals process that puts me at ease.  It's no wonder Changi airport has won a slew of international awards, including the prestigious Skytrax World's Best Airport 2013.

As if things couldn't get better, Changi will be getting a 4th terminal in 2017.  According to the official webpage for the new T4 terminal . . .

Scheduled for completion in 2017, Terminal 4 will come with design and process innovations to redefine passengers' travel experience, raise operational efficiency and manpower productivity for airlines and airport agencies. It will also be vibrant and positively surprising, with touches of Singapore culture.

This is typical Singapore corporate speak.  When translated, it basically there's going to be a lot of automated processes that will zip travelers through the airport so they can spend more time (and money) at all the fancy new designer shops that will overtake the terminal.

These automated processes include the FAST intiatives (Fast And Seamless Travel).  For the very first time, Changi will launch self-service automation for check-in, bag drop, immigration, and boarding gates.

Although it's just turning 2014, I'm already looking forward to 2017 when I can arrive at Changi's T4 departure hall just 30 minutes before my scheduled departure time.  And to think some people feel my current practice of arriving 45 minutes before departure is cutting it too close.  :-)

Because migrating birds also deserve a unique Airbnb home after a long journey

Airbnb has done some pretty rad marketing in recent past.  Remember the short film Hollywood & Vines that was made entirely from six-second Vine clips?  What about the home made Obama O's that two of the founders created to raise money for their fledgling venture?

Well now Airbnb is all grown up with its first integrated advertising campaign called Birdbnb, which uses a metaphor of migrating birds and birdhouses for travelers and our desire to feel at home whenever we're on the road.

Watch this awesome video here.

But these aren't just ordinary birdhouses.  They're 50 unique bird-sized spaces inspired by real life Airbnb listings from all over the world.  Although they're beautifully constructed by professional artists, the real beauty shines when each of the migrating birds finds a home and starts exploring the cozy living quarters . . . even treating themselves to popcorn while perched on the TV couch!

I couldn't imagine a traditional lodging e-commerce site like Expedia creating an advertisement such as this one.  It really highlights the strong value Airbnb places on creating unique travel experiences through its hundreds of thousands of unique spaces around the world.

I think I can safely speak for the birds when I say, "How could you not love this company!?"

Will Pinterest's new "Place Pins" maps feature get hotel brands more serious about using the site?

In a not-so-surprising announcement last week, Pinterest launched a new feature called "Place Pins" that is devoted to travel inspiration and planning.  It's designed to combine the beautiful imagery one would find while browsing travel magazines/blogs with the functionality of a map and location details.  Best of all, users can share their Place Pins and collaborate on trip planning together.  On the down side, the map locations are powered by Foursquare, which anyone living outside the US will know results in major gaps in location info.

Given the popularity of pinning travel destinations on Pinterest, it wasn't a real shocker that the company finally launched a formal product built around travel.  The company disclosed that last year it had identified a significant trend of users creating boards just for destinations.

But what is really surprising to me is how few hotel companies, travel agents, and tour operators have embraced Pinterest as a way to inspire travelers through the use of imagery.  It's only fitting that a visual site like Pinterest would be a super valuable tool for travel companies to build up strong brand associations and awareness . . . especially the upmarket brands that seek to promote an aspirational travel lifestyle.  Pinterest has a massive user base that's just begging to be inspired, as evidenced by over 750 million destination pins to date all over the world.  Although Pinterest falls short of helping inspired customers book their travels (for now), there's still enormous value in hotel or travel brands engaging with would-be travelers on the site and possibly moving them closer to their respective purchase funnel.

In fact of all the global hotel chains, the only one with a strong presence on Pinterest is Four Seasons.  If the number of pins and followers is used as the comparative metric for engagement, then Four Seasons just absolutely blows away its hotel peers on Pinterest.  The company has a strong suite of pinboards but also was the first of its peers to create a Place Pins board.  Surely there are other upscale/luxury brands in the market that could learn a thing or two from Four Seasons' approach to inspiring travelers through imagery.

Below is a quick and dirty list of global hotel chains and their number of pins and followers.  Just for kicks and giggles I added Airbnb's stats.  They have just about the same number of pins as Intercontinental Hotels IHG Rewards Club, but with 33x the number of fanatic followers!!!

Four Seasons - 3251 pins and 24117 followers
Hilton HHonors - 1646 pins and 1357 followers
Hyatt Hotels - 1318 pins and 722 follower
Marriott Resorts - 902 pins and 1184 followers
IHG Rewards Club - 670 pins and 483 followers
Starwood Preferred Guest - 296 pins and 1330 followers
Hilton Worldwide - 224 pins and 1566 followers
Airbnb - 552 pins and 15876 followers
Intercontinental Hotels - no centralized pinners

I'd like to give a shout out to Airbnb's Place Pins board called "Loved by San Franciscans."  SF is easily my favorite city I've ever lived in, and this board is a nice walk down memory lane (complete with map and all)!

Airbnb's redesigned app empowers micro-hoteliers to deliver personality driven hospitality

"We are a hospitality company." - Brian Chesky, CEO Airbnb

On November 12, Airbnb hosted their first ever Airbnb Open event and made some exciting new announcements targeted primarily at their host community.  Although birthday wishes for yours truly weren't among them, the big news was the launch of a revamped mobile app.  Also making headlines was a suite of new programs aimed at improving the host experience and consequently the hospitality that Airbnb relies on its 350,000 hosts to deliver.

In the atrium of Airbnb's beautifully designed new headquarters, Brian Chesky illustrated his company's roots and then introduced the revamped mobile app with an electrifying passion and contagious enthusiasm that I have now come to expect during his talks.  While the improved app now seduces accommodation seekers ever more with inviting imagery and a cleaned up user interface, the real magic is in the mobile app's new host-facing user experience called Host Home.  For once, it's the suppliers who get the cool tools!

The company blog says it best . . .

"Hosting should be easy and enjoyable. That’s the premise behind our new Host Home. Think of Host Home as your hosting mentor—always there when you need it. Host Home provides you the right information at the right moment, from coaching you through listing a space to allowing you to effortlessly manage multiple bookings. Hosting on Airbnb has never been such a snap."

This is a unique approach compared to other travel and hospitality companies whose mobile apps focus almost exclusively on the consumer. But unlike companies such as Marriott, who have standard operating policies for their hotel staff, Airbnb is at the mercy of its hosts to deliver hospitality.  Many are first time hosts and could possibly look to Host Home as a "hosting for dummies" of sorts. 

If you think about the Airbnb customer experience from search to post-stay, the company's biggest challenge is the guest's arrival and the hospitality they experience during their stay.  These are the ultimate moments of truth, and unfortunately these critical moments that can make or break a customer experience are out of the direct control of Airbnb.  So to the extent that the company can creatively educate and empower hosts on hospitality standards, the better the chances for improved guest experiences.

So it comes with little surprise that the new Airbnb app seeks to influence host behavior and ultimately create a more consistent hospitality experience -- from basic comfort needs all the way to anticipatory service that creates a truly memorable trip.  Host Home provides hosts with best practices on delivering hospitality at the critical moments of a guest's travel experience.  The mentorship comes straight from the legendary Chip Conley, the company's new Head of Hospitality, and is aligned with improving the guest experience at each of the nine moments of truth he and his hospitality team have identified.  

But don't be fooled into thinking that the nine hospitality standards will make for cookie cutter experiences.  There is probably no better guru than Chip Conley to coach Airbnb hosts (or anyone for that matter) on providing authentic hospitality by embracing their unique personalities.  

In addition to announcing the revamped mobile app, Airbnb also announced the follow new features and releases:

Airbnb Stories: A new content marketing platform, Airbnb Stories is a collection of just that . . . inspiring stories that have emerged as a result of hosts opening up their homes to guests and letting their paths cross. 

SuperHost Alliance: Airbnb said it will relaunch its SuperHost program in 2014. The company describes the SuperHost Alliance as "a league of extraordinary Airbnb hosts" whose listings reflect their special status with a badge.

Host Rewards: Also beginning in 2014, Airbnb will run a rewards program for hosts, giving them travel credits, perks, and other privileges.

Host Groups: Debuting in beta in June and formally launching Tuesday, Host Groups now have more than 10,000 participants in more than 300 groups.  Groups allow hosts to leverage their collective knowledge to help each other improve their hosting capabilities.

Hospitality Lab: Chip Conley gave a peek at the inner workings of Airbnb's Hospitality Lab in Dublin, outlining standards hosts should follow in booking (to build trust), preparation (to make a good first impression), and arrival (interactions with guests).