This year I begin my 25th year writing about the meeting and incentive industry. My first article, a summary of Maritime meeting venues and ideas, appeared in the September 1992 issue of Meetings & Incentive Travel magazine. Since then I have written over 300 articles for M&IT.
Twenty years ago I began contributing to The Meeting Professional published by Meeting Professionals International. I also contributed to One+, which was The Meeting Professional under a different name.
For the last 13 years I have covered Eastern Canada for Association News.
My research has had me crisscross North America, travel extensively in Europe, and venture as far as South Africa, Hong Kong, China and India. I’ve done over 1,200 site inspections of hotels, convention centres and off-site venues in 85 cities in 27 countries.
My work has appeared in: Meetings & Incentive Travel (Toronto), Meetings Incentives International (Toronto), Corporate Travel (Toronto), ignite (Toronto), Association News (Los Angeles), The Meeting Professional / One + (Dallas), Sports Travel (Los Angeles), Executive Traveler (US), Golf Event (US), Incentives & Meetings International (US), Motivation Strategies (US), Meetings and Conventions ((US) and Progress (Halifax). I have also provided custom content for VisitBritain, Atout France, Destination Halifax, Scottsdale, Newfoundland Tourism and Caesar’s Entertainment.
The interviews and travels with planners, partners and suppliers are supplemented by background fact-checking of websites.
It is astonishing that static details about a property or a venue are so often inconsistent, inaccurate and/or lacking sellable details. Planners and incentive house reps have long complained about this and my on-line research leads me to share their frustration.
For example, for back-to-back assignments in November/December 2015 I visited 128 websites belonging to hotels, destinations, convention centres and off-site venues. Only 11 had information I could confirm or find. Year-after-year these on-line problems persist.
For this research a destination’s marketing organization (DMO) supplied a capacity chart for the city’s major hotels (room count, meeting space summary). One 200-room hotel showed 0 meeting space. I knew that wasn’t right. I contacted the hotel. My contact confirmed that they had 2,700 sq. ft. of meeting space. I later found a meetings page for this property which said they had 5,000 sq. ft. of meeting space. Another web page listed capacity at 4,000 sq. ft., yet adding up the individual room capacities listed on their meeting room inventory showed 4,377 sq. ft. of meeting space. They variously are said to have five and seven meeting rooms. The following year, the same DMO’s capacity chart didn’t list this property because the destination still believes the hotel doesn’t have meeting space. And neither the hotel or marketing people notice!
Another property’s website says it has six meeting rooms and 9,000 sq. ft. of space. However, their capacity chart lists seven rooms totaling 12,399 sq. ft. of meeting space. Another list says this property has 11,000 sq. ft. of space spread over five rooms. Web pages for a third city property show its meeting capacity ranges from 20,000, 21,631, 21,742, 22,000 to 28,000 sq. ft.!
These inconsistent numbers are only part of the problems with property, destination and supplier websites.
Meeting planners and incentive house reps constantly complain about the quality of information potential suppliers provide. It makes their work harder. Often planners are working in the evening, on a weekend or during a long layover to pull together a client proposal. They don’t have the opportunity to contact a property or destination to confirm facts. And, since they often only need one or two numbers, they don’t want to waste their time making the call and engaging in the usual niceties of a business conversation. Consequently, destinations and properties are dropped from consideration.
Based on industry frustrations I have conducted web audits for hotels and suppliers to ensure their facts are uniform, accurate and presented in a meaningful way for clients.
The good news is that the fix doesn’t generally involve rebuilding a website, it’s about working with in-house tech experts and sales to hone the content. It is simple, quick and inexpensive. For first contact, write: firstname.lastname@example.org. Put “audit” in the subject line.