Who owns the customer?
Everyone wants to own the customer. For hotel companies and online travel agencies alike, there’s a benefit to controlling the space and terms in which guests book business. During the past 24 months, OTAs have tightened their grip. But just like the hotel industry in general, shifts in power between resellers like Expedia, Orbitz and Priceline and their hotel company counterparts are cyclical. So who will take charge during the rebound?
