Want to stay ahead of the curve with the latest hotel marketing trends for 2020? Don’t miss this article, where we’ll show you how to elevate your hotel marketing strategy this year.
The hospitality industry is one of the most dynamic sectors in the country. In 2018, tourism moved over 1.4 billion people worldwide. In Spain alone, more than 38 million visitors spent over 40 billion euros between January and June.
So if you want your share, grab a pen and paper and take note of these essential tips to keep your hotel marketing strategy on trend in 2020.
Hotel Marketing Trends for 2020
1. Multichannel Communication
The hotel industry is constantly evolving, and ongoing interaction with guests is a valuable source of insight you can’t afford to ignore.
That’s why it’s crucial to give your guests the ability to communicate with you easily and personally, using every channel technology offers.
This not only improves your service but also helps you identify areas for improvement through guest feedback and implement the right strategies to enhance the experience.
The key hotel marketing trend for 2020 is to let guests connect and reach out to you via:
- Live chat
- Facebook Messenger
- Apple Business Chat
- SMS
- Phone
Remember: It’s not enough to offer multiple channels—your communication must be genuine and effective.
Results: As a service provider, guest relations are everything. Do it right, and your guests will be happy, leave positive reviews, and recommend you to others.
2. Omnichannel Marketing
Another major hotel marketing trend for 2020 is omnichannel marketing. Closely related to the previous point, this trend takes things a step further, pushing marketing to its limits.
It’s all about having a presence on every social platform available through current technology.
With a clear focus on branding, your hotel should be active on:
- Ephemeral video (like Facebook and Instagram Stories)
- Podcasts
- Mobile apps
- Live streaming
- Live chat
- SMS
- PR and press releases
- Offline advertising
- Direct mail
- Offline events
- Chatbots and virtual assistants
Remember: Simply being present isn’t enough. You need to create high-quality, tailored content for each channel.
Results: Expanding your reach increases your chances of capturing your target audience’s attention.
3. Be Personal
One hotel marketing trend for 2020 you simply can’t ignore is this one.
We call it “Be personal”—and it’s all about the growing need to project a unique identity and deliver a personalized experience.
This is the best way to build real engagement with your guests in a competitive and ever-expanding market.
To succeed, you need to take a holistic approach—don’t just personalize one aspect of your marketing.
Your brand personality should shine through every element of your image and philosophy:
- A personalized website with a unique design
- Social media profiles that treat followers like members of an exclusive club
- Channel-specific content that reflects your distinctive personality
- Custom offline materials aligned with your hotel’s branding and philosophy
Remember: The best way to stand out is with a well-defined brand and marketing strategy, executed by professionals.
Results: Guests will feel more connected to your brand and hotel, boosting engagement and increasing bookings.
4. App-Like Website – Mobile Marketing
One area where your marketing strategy must be flawless is your website.
Technology is constantly offering new ways to innovate how you present your hotel and connect with guests.
Invest in a custom website design with features tailored to your guests and a 100% app-like look and feel.
The visual language we’re most familiar with today is that of mobile devices—so your website must reflect this 2020 hotel marketing trend.
Remember: A truly custom, app-like design can’t be achieved with a generic €50 WordPress template—it requires professional expertise.
Results: You’ll see a significant increase in bookings by making your content fast, attractive, and easy to access.
5. Manage Your Reputation – Encourage Reviews
If you do your job well, the results will follow—so don’t be afraid of guest feedback.
Your ability to receive and respond to reviews is one of your greatest assets.
A key hotel marketing trend is to encourage guest reviews, as these are among the most influential factors in booking decisions.
Guests don’t care what the hotel manager says about their own hotel—of course they’ll say it’s great. What matters are the opinions of real people they can relate to.
Remember: Not every review will be positive—“haters gonna hate.” Learn to handle negative feedback and resolve mistakes.
Results: By encouraging guests to share their experiences, you unlock a powerful form of word-of-mouth marketing that resonates with your target audience.
6. Experience – Sell Experiences, Not Services
The standout hotel marketing trend for 2020 is shifting from selling services to selling experiences.
Of course, you’re a business and you’re selling services—but it’s time to move beyond that mindset and focus on delivering memorable experiences.
Guests are increasingly booking with this in mind, so all your hotel marketing strategy content should reflect this approach.
Remember: Selling experiences is about appealing to emotions and senses, tapping into the irrational side of decision-making.
Results: You’ll see higher-quality bookings and more positive reviews.
7. Influencers – The Fast Track to Going Viral
Influencers aren’t going anywhere—they’re here to stay. The smartest move is to leverage their image to boost your hotel’s visibility.
Remember: Every influencer has a unique personality and attracts a specific type of follower. Find influencers who can bring you the guests you want.
Results: You’ll increase bookings and strengthen your presence in your target markets.
8. Voice Search
Voice search is another pillar on this list of hotel marketing trends for 2020.
It’s estimated that in 2020, 50% of searches will be conducted via voice search and smart speakers.
Make sure all your content is optimized for this new reality, because here, it’s all or nothing.
Remember: This trend opens up a whole new area to address in your digital marketing and SEO strategy.
Results: Staying ahead of this trend could be the difference between thriving in the market or disappearing altogether.
Conclusions & Quick Recap
- Multichannel Communication
- Omnichannel Marketing
- Be Personal
- App-Like Website – Mobile Marketing
- Manage Your Reputation – Encourage Reviews
- Experience – Sell Experiences, Not Services
- Influencers – The Fast Track to Going Viral
- Voice Search