Premier Inn Uses Mobile to Reduce No-shows

UK hotel chain Premier Inn have employed SMS text messaging to send guests booking confirmations, reduce no-show rates, increase dinner bookings, and provide maps and directions. The service is being used to compliment an existing booking system.

Since Premier Inn launched the Booking Confirmation Service, 3% of the message recipients have used it to book meals, while 13% of guests have requested and received maps and directions. The technology has also helped Premier Inn to reduce its no-show rate by almost 20%.

Hotel guests now receive a text reservation reminder on the day of arrival, which also offers directions to their hotel, and an option to book dinner.

Should a guest request directions, a text message is sent to the clients mobile phone, including satnav co-ordinates. If the directions are insufficient, a second text message provides a colour map of the hotel’s location.
Textlocal work with a number of hotels including Malmaison and Hotel Du Vin to send personalised marketing and customer service sms text messages to customers.