CRM on Twitter: September 2010

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With travel costs spiraling out of control and customer expectations on the rise, guests have become increasingly difficult to appease. Still, as you can see in one of this month’s features (“The Hospitality Suite,” page 30), some in the lodging industry are finding that social media—particularly Twitter—can help bridge the divide. The tweets gathered here include companies profiled in that feature—Best Western, Gaylord Hotels, and the Roger Smith Hotel. 

As for us, feel free to check in anytime at; blogs and live-twittering appear at Reach us directly by starting your tweet with @CRM.

@RSHotel: Thank you @chrisbrogan for the kind words [Editors’ Note: Brogan’s tale is the one referenced in our feature on page 30.]

@hardlynormal: looking for hotels in NYC. @RSHotel is booked up :( @BryantParkHotel tweet they had social media rates but I can’t get them to respond

@BryantParkHotel: @hardlynormal Email your specific travel plan dates to nbeerman@bryantparkhotel. if we have availability, we will offer you a twitter rate

@andrewbryson: @thebestwestern Will never stay at BW hotels again. At BW of Long Beach and the electrical cords are taped with duct tape! Staff won’t help.

@TheBestWestern: @andrewbryson We would like to look into the issue with the cords and staff. Could you email us further details?

@TheBestWestern: Anyone out there ‘Mayor’ of a Best Western? Check out Foursquare and friend us

@GaylordHotels: Who says the weekend starts on Friday? Break the rules! Start early w/Thank You Thursdays @GaylordHotels & save!

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