The modern traveler has different needs from the traveler of the past.
Travelers today are mobile-dependent and they expect on-demand, immediate service.
Most importantly, they expect a high level of personalization both during their experience at your property as well as in your communications with them before and after.
Things have changed for hoteliers as well. With OTAs consolidating and the sharing economy creeping in, profit margins are shrinking, making it necessary for hoteliers to get creative when optimizing revenue streams.