Loews Hotels & Resorts now enables travelers make hotel reservations via Twitter in an initiative called Social Reservations from WebsiteAlive.
With Loews Hotels Social Reservations, travelers tweet to @Loews_Hotels with the hashtag #BookLoews to express interest in a room. A Loews Travel Planner then picks up the conversation. Once the person is ready to book a room, the planner tweets a link to a chat conversation, using WebsiteAlive’s Shortlink System.
Social Reservations allows travelers to book rooms at 16 of its 19 properties via Twitter. The initiative does not include Loews properties in Orlando.
Because hotels are increasingly using Facebook and Twitter to advertise promotions and respond to customer complaints, Piper Stevens, director of social media at Loews Hotels, wanted to take that to another level. "We initially saw a lot of consumer activity to point them in the right direction of how to make a reservation, and we thought we could connect the dots for them and do so through social media," she says.
One conversation in particular sparked the Social Reservations idea. A traveler asked for Boston hotel recommendations over Twitter. Stevens reached out and recommended a Loews property. "We were able to convert that Twitter follower into a guest," she says. "We were already using AliveChat and AliveDial, WebsiteAlive’s live chat and click-to-call solutions, so we naturally turned to them for our chat social solution."