News Briefs


Nomadix Approved for Choice Hotels Qualified Vendor Program

Nomadix Choice Hotel Qualified Vendor Logo

Nomadix® Inc​. announced it was named a Qualified Vendor for Choice Hotels International, one of the largest lodging franchisors in the world with nearly 7,500 hotels across 46 countries and territories. Nomadix already enables connectivity for hundreds of Choice Hotels with its internet gateway technology. The Qualified Vendor Program brings Nomadix’s extended product portfolio to help every guest feel connected and at home at any of the Choice Hotels properties in the United States.

“We are honored to be named as a Qualified Vendor for Choice Hotels and to bring our reliable and flexible technology solutions to Choice Hotels’ brands from Economy to Extended Stay to Upscale Properties,” said Mike Gray, global vice president of strategic partnerships at Nomadix.

Nomadix complements the Choice Hotels brand with technology solutions focused on quality, affordability and reliability, including:

  • Nomadix Networks (Wi-Fi): This portfolio offers a range of wireless access points (with a selection of indoor, outdoor and wall plate options), WLAN controllers and LAN switches, and internet gateways designed to comply with stringent hospitality standards. The overall product line focuses on value for performance, quality and simplicity and offers the latest Wi-Fi 6 technology.
  • Nomadix Cloud Telephony (PBX): The solution cost-effectively replaces end-of-life phone systems and meets the latest emergency calling requirements. The service works with Nomadix IP phones, Angie guest room devices and most SIP/IP phones on the market.
  • Nomadix Alerts (Panic Button): A wearable 2-in-1 staff safety device that helps safeguard isolated workers from threats and harassment – including fall detection – while providing Wi-Fi analytics as employees roam around the property.
  • Nomadix Casting (In-Room Entertainment): This product allows guests to automatically pair personal devices to the in-room TV when they connect to the hotel Wi-Fi and then easily cast their preferred shows and other content from Netflix, Hulu, Spotify and thousands of other popular streaming apps.
  • Angie Voice Assistants: The multilingual digital concierge helps fulfill guest requests, answer common questions about the property and combines multiple devices (e.g., alarm clocks, telephones, Bluetooth speakers). Hotels can control questions and responses to assist stretched staff and provide upsell and advertising revenue.

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Clickatell Announces Chat Commerce Platform as a Service (CCPaaS)


Clickatell, a pioneer in mobile messaging and Chat Commerce innovation, announced the launch of the world's first Chat Commerce Platform as a Service (CCPaaS) that empowers brands to capitalize on the opportunity of chat commerce, the emerging next wave of digital commerce. This ground-breaking platform enables businesses to seamlessly connect, interact and transact with their customers on the messaging platforms they already use. Clickatell's April 2023 release of the first Chat Commerce Platform as a Service delivers full, authenticated commerce experiences within the most widely adopted mobile messaging environments, such as WhatsApp, Apple Messages, SMS and USSD.

This next evolution of Clickatell's Chat Commerce Platform allows businesses to create chat commerce experiences that drive sales and increase customer satisfaction. Businesses stay ahead of the conversational commerce trend by conducting commerce in the world's largest messaging apps. Clickatell's CCPaaS also allows businesses to save time and reduce costs by providing relevant, in-context brand experiences and secure payment capabilities to their customers through the convenience of messaging. New platform features include card tokenization and integration with WhatsApp Commerce functionalities that allow the display of product information and images in the brand's WhatsApp channel.

New Innovative Payments in Chat
CCPaaS is the first SaaS solution to provide secure payment processing by integrating with leading payment gateways, allowing businesses to efficiently process transactions within the chat interface. With card tokenization, consumers can securely pay via a link in any messaging channel, leading to a Clickatell-hosted checkout that tokenizes the user's payment information and saves it for future use — making subsequent purchases streamlined for the consumer with 'one tap pay.' The platform is PCI-DSS, ISO27001 and SOC2 compliant, ensuring the highest security standards for data protection and privacy.

"The launch of Clickatell's Chat Commerce Platform as a Service marks a significant milestone in our company's mission to revolutionize customer engagement and facilitate frictionless commerce within messaging apps," said Pieter de Villiers, CEO and Co-Founder at Clickatell. "We run our lives within messaging apps; whether arranging a lunch with a friend or scheduling a school drop-off, messaging is convenient and simple.

'Our new platform enables our favorite brands to serve us in these same messaging platforms with a full commerce experience, such as checking into your next flight and paying for a seat upgrade. As the first of its kind, CCPaaS sets a new standard for the future of chat commerce and reinforces Clickatell's pioneering position in the industry. We made history in 2000 when we became the first company to connect the world's fastest growing commerce platform – the internet – with the world's fastest growing communications platform – the mobile phone – via our SMS Gateway. I am proud to see our team continuing the innovation and executing on the vision."  

Simple CCPaaS Packaging for Customers' Needs
Clickatell's CCPaaS is offered through three distinct packages:

  • Clickatell Connect  The Communication Package
    Connect is the foundation package that enables businesses to send and receive enterprise-grade mobile messages over multiple messaging channels via a RESTful API or a web-based campaign management tool. This package delivers high-volume services and campaigns, adhering to strict security and compliance requirements, delivering billions of messages reliably to customers all over the world. Key features include high volume queuing and routing, message encryption, anonymous messaging and number management.
  • Clickatell Interact  The Engagement Package
    Adding to Connect, the Interact package enables businesses to have meaningful conversations with their consumers delivering the kind of digital experiences that today's mobile-first consumers have come to expect. Brands can now easily and quickly build messaging workflows to deploy chatbots and mini-apps from a low/no-code web interface. Interact allows an instantaneous response to the customer through a chatbot with powerful features including keyword management, assets library and integrations with leading CRM and OMS solutions. Interact also includes live agent enablement through an advanced web-based application that provides real time sentiment insights, agent assist, chat transfers and agent performance metrics, all designed to improve agent performance and drive better customer experience.
  • Clickatell Transact  The Commerce Package
    Transact enables businesses to sell products and services directly within messaging channels by sending the customer a payment prompt that initiates a secure and simple payment experience. Transact builds on the foundation of Connect and Interact, allowing businesses to create full commerce experiences within messaging. Businesses can accept payments on the Clickatell Platform with no development required, and with secure link and OMS integration, businesses can provide unparalleled check out experiences that are fully cloud native and turnkey. State-of-the-art payment capabilities include tokenization for frictionless user experience, PCI-DSS security and GDPR and local privacy compliance and legacy processes integration.

"As commerce continues to evolve yet again, we are helping brands to engage with their customers in this emerging chat commerce space," said Jeppe Dorff, Chief Product and Technology Officer at Clickatell. "Our vision has always been to create a chat commerce platform that is focused and built around the key performance metrics that matter most to our customers, performance and operational efficiencies, customer satisfaction and increased business improvements. Our Chat Commerce Platform as a Service not only achieves that vision, it also provides an unparalleled user experience for both brands and their consumers, while fostering digital transformation and in context communications with the click of a button. With our innovative low/no-code platform, businesses may rapidly implement and customize their chat commerce solutions, regardless of technical expertise."

To address this emerging chat commerce opportunity, Clickatell's CCPaaS includes several powerful features designed to transform customer engagement into delightful commerce experiences and drive brand loyalty:

  • Customizable chatbots: Capabilities to develop and deploy chatbots to automate conversations, handle customer inquiries and drive sales.
  • Live agent chat: Smooth escalation from chatbots to live agents, enabling brands to offer personalized and efficient customer support when needed. Live agents can access conversation history and customer information for a seamless transition and enhanced customer experience.
  • Real-time analytics and reporting: Access to valuable insights into customer behavior, chatbot performance and transaction data, enabling data-driven decisions and optimization of chat commerce strategies.
  • Easy integration with existing systems: A point and click embedded solution for seamless integration with CRM, ERP and other business systems. The platform comes pre-integrated with popular solutions like Shopify, Zendesk and Salesforce, ensuring a faster time to market for businesses.
  • Embedded payments: Embedding payments into chat allows brands to engage in transactional commerce as easy as a reply to pay. The feature comes with a secure link, hosted order pages, check out with Order Management integrations and a rich user experience in available channels.

TravelgateX Partners With Vervotech to Bolster Hotel and Room-level Mapping Efforts for Its Customers

Vervotech logo

Vervotech, an AI-powered hotel and room-level mapping providers, announced a partnership with TravelgateX, a global marketplace for the travel trade. Vervotech is excited to join hands with TravelgateX and integrate its AI-based Hotel Mapping and Room Mapping products to provide smart mapping solutions to its customers.

TravelgateX runs the largest connectivity marketplace. It offers one single API integration to receive standardised feed of all sellers, in addition to offering distribution options ranging from Tour Operators to OTA. This new partnership will help its customers simplify the way hotel and room content is displayed and consumed.

“TravelgateX's continued efforts in making the life easier for buyers and sellers is a testament to its global success,” said Sanjay Ghare, MD, Vervotech. He further added, “Vervotech is pleased to integrate its AI-based mapping solutions with TravelgateX and help its customers enable smart mappings to increase conversions.”

“We are thrilled to kickstart this partnership with Vervotech,” commented Iván Font, Chief Strategy Officer, TravelgateX. He also added, “We are confident that this integration will add further value to our customers and will play a massive role in increasing their sales by displaying error-free and accurate accommodation data.”


Customers Give Hotels ‘5 Stars’ as Guest Satisfaction With the Industry Surges, ACSI Data Show

ACSI travel infographic

Good news for the travel industry: Not only are folks giving in to wanderlust again, but they’re enjoying all the accommodations along the way.

According to the American Customer Satisfaction Index (ACSI®) Travel Study 2022-2023, satisfaction across all four industries measured — airlines, hotels, car rentals, and online travel agencies — is up. The outlook is especially cozy for hotels.

“After two years of decline, a sweeping surge in guest satisfaction with hotels could signal that the industry is moving past the pandemic,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. “Concurrent with a wave of pent-up demand, the positive momentum is widespread as all hoteliers increase satisfaction year over year.”

[Click here for a high res version of the infographic.]

Hyatt helps guests rest easy

Overall guest satisfaction with hotels climbs 6% to an ACSI score of 75, with Hyatt skyrocketing 10% to tie Marriott (up 3%) atop the industry standings at 80. Both Hilton (up 4% to 79) and IHG (up 3% to 76) experience valuable gains.

Despite sitting at the bottom of the industry, the large group of small hotels sees the most significant bump, ascending 11% to a score of 72. Wyndham, up 4%, sits in a tie with the smaller hotels.

Despite facing ongoing challenges such as staffing shortages and supply chain issues, hotels show strong signs of improvement across multiple elements of the guest experience. Moreover, guests feel they are getting more value for their stays, and extras like hotel amenities (76) and food services (74) receive much higher ratings than in years past. In short, the ACSI results are cause for optimism for the hotel industry at large.

Alaska flies past the competition

It’s no secret that the airlines had a turbulent holiday season. Widespread cancellations in December 2022 left thousands of passengers stranded, while staffing shortages and other operational issues impeded airlines’ ability to get travelers to their intended destinations.

Customer satisfaction, unsurprisingly, suffered, plunged 8% in January 2023 compared to December 2022, reflecting passenger sentiment from year-end travel experiences. During that time, call center satisfaction received particularly low marks, along with in-flight service and cabin cleanliness.

And yet, the plummet seems to have been a brief blip in an otherwise positive year. Overall passenger satisfaction with the airline industry increased 1% year over year to an ACSI score of 76. The outlook for the coming months may be even rosier, as passenger satisfaction rebounded substantially in February, regaining about two-thirds of the ground lost from the end of 2022.

Alaska ranks best in customer satisfaction, taking over the top spot after soaring 8% to an ACSI score of 81. Meanwhile, Delta (down 1%) and JetBlue (down 4%) at 76 apiece are the only airlines to see satisfaction move in the wrong direction. Despite its struggles during the holidays, Southwest ties American for second place, both with a 1% improvement to 78.

Alamo still leads car rentals, but Avis is in hot pursuit

Satisfaction with the car rental industry increases 1% to an ACSI score of 76.

Alamo remains in the pole position, up 5% to 83, but Avis zooms into second place after surging 8% to 80. Enterprise takes third following a 4% improvement to 79, while Budget gets a 6% bump to 76.

Newcomer Sixt starts near the bottom of the industry with an ACSI score of 72, but outpaces the group of smaller car rental companies, which finishes last with a steady mark of 71.

While the industry’s satisfaction surge was slight, car rental companies didn’t exactly sit in neutral. They were able to restock their fleets after a big dip in 2020 and used their time wisely to up their game in everything from reservations technology to staffing. ACSI data show that customers were much happier with vehicle variety (78) and appearance (82), as well as pick-up (80) and drop-off (81) locations, compared to a year ago.

Expedia gives smaller online travel agencies some competition

User satisfaction with online travel agencies overall inches up 1% to an ACSI score of 76.

Despite improving 3% to 79, the group of smaller online travel sites no longer have sole possession of the top spot. Expedia rises 8% to earn a share of the lead. Expedia’s Travelocity makes strides as well, improving 3% to 75.

Orbitz, in contrast, flounders, falling 7% into last place with an ACSI score of 71.

The ACSI Travel Study 2022-2023 on airlines, hotels, car rentals, and online travel agencies is based on interviews with 10,588 customers, chosen at random and contacted via email between April 2022 and March 2023. Download the study, and follow the ACSI on LinkedIn and Twitter at @theACSI.

No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC.


European Hotel CRM Integrates with OpenTable

new product box

dailypoint, a European  Data Management and CRM platform for hospitality , has partnered with OpenTable  to allow hoteliers access to customers’ accommodation and restaurant preferences in one central place. Through the integration, OpenTable guest insights will be made available in the hotel’s central guest database, allowing hoteliers to provide their guests an even more personalized experience.

71% of respondents say using data to understand guest preferences and behavior is a top business driver impacting POS upgrade decisions, according to HT’s 2023 POS Software Trends Report.

The integration, available to hotels across Germany, comes at the perfect time, allowing hoteliers to maximize operations leading into the busy summer holiday season. It gives each guest a Central Profile, which is enriched with information from a wide range of sources, such as PMS, POS, or the hotel website with information from booking behaviour, interest in wellness or sports to restaurant preferences, allowing them to provide even better hospitality. This single source of truth in turn is the basis for personalized, precisely tailored communication that guests expect today.

One of the first hotels to take advantage of the new integration is the luxury boutique hotel TORTUE HAMBURG. The extraordinary design hotel in the center of Hamburg offers three restaurants and four bars, open to both public and hotel guests. By using the new setup, guest communication and service approach will be even more tailored to specific needs and preferences.


On The Beach Engineering Director Appointed CTO at Journey Hospitality

Craig Griffin joins Journey Hospitality as CTO.

 Snapping up travel technology talent, UK hotel technology company Journey Hospitality embarks on a recruitment drive to further bolster its growing team as it seeks to revolutionize hotel ecommerce. 

The former Head of Engineering at and most recently Director of Engineering at On The Beach, Craig Griffin has taken the role of Chief Technology Officer, tasked with delivering the technology vision for the company, leading the product development for the company’s all-in-one ecommerce platform onejourney® and spa management system Premier Software. Craig has led teams of more than 120 software engineers with experience digitalizing other sectors delivering ecommerce experiences including Yodel and Beazley Insurance. 

Griffin will join the C-Suite alongside CEO and Founder, Simon Bullingham, and COO Mark Reed, who will manage the company’s operations and lead product client services and agency services. 

Simon Bullingham, Founder and CEO of Journey Hospitality, said: “Craig’s experience leading and scaling software teams with and On The Beach will enable us to grow our talent and organization to deliver our technology to a wider audience. Craig understands the complexities of hotel tech and will help us continue to innovate the online guest experience for a more profitable future for the industry.”

Griffin said: “Journey has built a strong reputation for itself over the past decade and its vision is exciting in a very underserved and complex hospitality sector. The new strategic direction, as it evolves into a tech-first company with ambitions to disrupt, is an opportunity too good to refuse. I’m looking forward to building a strong community of engineers that are enabled to deliver their best work and advance their craft.”

Journey has over 120 staff working from Cheltenham and Cannock, providing consultancy and marketing services combined with proprietary ecommerce and spa software. In the coming months, the technology company will be recruiting more roles, with plans for further expansion later in the year. 

In March 2022, Journey launched its revolutionary all-in-one ecommerce platform, onejourney® servicing over 150 luxury hotels and resorts worldwide, facilitating multi-product shopping baskets, and driving sales of non-accommodation facilities and services, and ancillary revenue streams. In March 2023, Journey extended its hotel ecommerce portfolio with the acquisition of Premier Software, the UK’s leading spa management system.