Unlocking Loyalty and Tackling OTA Dominance with Jeff Low of Stash Hotel Rewards

In this episode, Wil sits down with Jeff Low, CEO and founder of Stash Hotel Rewards, to discuss the evolution of loyalty programs within the hotel industry.

They delve into Jeff's journey starting Stash Hotel Rewards in 2010 and its mission to support independent hotels against larger chains and OTAs.

Jeff shares fascinating insights on how modern loyalty programs have shifted, the importance of personalized guest experiences, and the challenges posed by the dominance of OTAs like Expedia.

Tune in for a deep dive into the world of hotel loyalty, the impact of technology, and ways hoteliers can regain control of their businesses!

00:00 Introduction and Guest Welcome
00:22 The Importance of Research and Intentionality
02:13 The Concept of Loyalty in Hospitality
02:40 Founding Stash Hotel Rewards
06:03 Challenges and Insights from the Hotel Industry
07:13 The Evolution of Loyalty Programs
09:13 Independent Hotels vs. Chain Hotels
11:28 Personalized Guest Experiences
30:23 The Role of Reviews and Standards
33:05 Membership Rates and OTA Dynamics
40:07 The Impact of OTAs on Hotel Profits
40:53 Strategies for Increasing Direct Bookings
41:43 Challenges Faced by Independent Hotels
42:28 The Dominance of OTAs in the Market
45:12 The Role of Loyalty Programs
45:55 The Rise of Airbnb and Its Effects
47:40 The Future of Hotel Bookings and Technology
57:50 The Importance of Personalization in Hospitality
01:01:16 Final Thoughts on the Hospitality Industry