If I could get some opinions? If you're checking hotels in a foreign country, and you're on one's website and you see "live chat to our receptionist (24/7)", would you use it? Or would you still prefer email and waiting for a response? What does having that capability tell you about a hotel?

This wouldn't be used for the actual reservation itself, because I'm 99% sure no one would send credit card information over a chat box when the reservation itself can still be made on the secure page. But perhaps you want to know what the breakfast consists of, or how many beds are in the triple before choosing said hotel?

Thanks!

Well, I'm probably not at all typical, since I never use chat or text messaging. I much prefer correspondence by email, and I would be very unlikely to use live online chat.

I suspect the younger generation would be more likely to use this. But it seems to me a hotel would have to be pretty well staffed to have someone available 24 x 7 for online chat.

- Roz

I don't think I'd use it either. I prefer private email and a quick answer.

I'd use it! If I could have the freedom to sort of free flow the questions and get feedback straight away after each question I'd do it in a hot second. E-mail often takes a while and I like to know what I'm getting into before I book. A quick one on one chat is so much more efficient than multiple e-mails back and forth.

As long as there was a way of saving the chat like one can do on Skype so that you could have a record of the conversation I think it's a fabulous idea.

Thanks for the responses so far. I should probably have clarified though: I'm not talking about a huge hotel like the Hilton, where you have 10 receptionists and you may be in a chat queue forever. I'm talking a little B&B/hotel where there's one receptionist and if it says "online", you will, 99% of the time%, be the "next in queue" and your chat will be answered immediately (within one minute). If this makes a difference in the opinions!

I might use it if I could save a record of the conversation. E-mail gives you a record and shows when it was sent from the hotel's e-mail.....a record is sort of a back-up to a confirmation.

Bill

Bill, right -- but it wouldn't be used for the reservation itself (hotels need records of confirmation too!). It's not secure for transmission of card details, etc. I'm only talking about getting information that may not be contained in the description.

I use Skype to chat with hotels frequently....I find it a great convenience for the most part--as long the person on the other side is reasonably proficient in English.

I find it a good way to get questions answered quickly including any followups that may be necessary. I would like to use it more to get messages or alerts to clients staying at hotels.

I think it is a great tool....and helps to personalize relationships with hotels.

By the way, you can easily save records of chats either by copying the transcript or having the programs save the conversation.

Maria -

If I understand correctly, there would be some indication on the B&B's website saying click here and you'll get a live chat with the person in charge to answer you question.

If so, then this feature would only be useful during the time when the person in charge happens to be on-line. Presumably, this is not a big percentage of the day and so during the rest of the time, potential guests might feel frustrated by not getting to use this exciting feature.

I would think between emails and just going ahead and picking up the phone to call, most potential guests could get their questions anwered easily enough.

-Kevin

I really should've been a whole lot clearer in my original post I just had someone decide to book with us who said "I've decided to go with your hotel based on being able to get these two specific questions answered live and immediately."

Anyway -- let me rephrase the question. We're talking about a small hotel, with a front desk manned 24/7, with very few times (except during the breakfast hour when reception is helping with breakfast) that the desk would not be manned. By desk, I also mean computer. Chat is open, online and available 24/7. It chimes and flashes immediately when the live chat button is clicked. The only delay would be, for instance, if receptionist is doing something in the kitchen, and stops to go to the desk -- we're talking 30 seconds. Only other delay (or being "offline") would be if one is taking a guest to their room. Again, it would be a few minutes delay only.

So. Does that change any minds about it? So far today I've had two people use it; one wanted transport info and then booked through our site; the other wanted info on long-term stay discounts.

I think it sounds very useful for basic clarification, especially when you are shopping around to find the most suitable place. It could easily be followed up by a confirmation e-mail.

I would definitely use it. A live chat gives all the benefits of direct conversation without having to worry about weird accents and pronunciation in a foreign language. Yay from me!

Maria, if you do use it, please make sure it works with Macs. I think maybe one reason I'm not inclined to try online chats, is that some years ago I tried it on a shopping site, and got the message that I couldn't use their chat from a Mac. That really left me feeling very annoyed, and less likely to shop with them. Since I don't use online chat in general, I don't know whether this was some special application, or whether things have changed since then so that chat generally works regardless of the platform.

Anyway, I think it would be a mistake to leave any prospective client feeling excluded because of the computer they use!

- Roz

Roz, I tried this new chat service yesterday and I have a MacBook (and I'm with you on the exclusion thing!). I must say that I found it very helpful and really easy to use. It was nice to see that the other person was there typing while I waited for my response and I think it's a good way to ask some basic questions before deciding to book.

I was impressed!

Maria -

Well that clarified my one issue. As long as it would also work with Macs (hadn't thought of that as I am not a Mac user, Roz, though I've known in my heart of hearts for many years that I should be !) and as long as the receptionist is able to juggle everything smoothly, then why not ?

In short, I would certainly use it and if a B&B or hotel that had a good looking web site and interested me could then answer one or two questions immediately via live chat, I'd be almost certain to book.

-Kevin

p.s.: and then ask for a confirmation via email.