Over-the-Water Villas & Bungalows - One-of-a-Kind Accommodations and the First of Their Kind in the Caribbean - August 27, 2018
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Week of August 27, 2018
ADVERTISEMENT
Over-the-Water
Villas & Bungalows
One-of-a-Kind Accommodations and
the First of Their Kind in the Caribbean
®
0827PG01.indd 1 2018-08-21 4:36:13 PM
Book your table now Follow us
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0827PG02.indd 2 2018-08-23 12:27:12 PM
Week of August 27, 2018
Special needs,
special care
IATA
teaching
agents Photos courtesy/ IATA
how to “The topic of special needs travel is becoming
more serious as IATA is coordinating the creation
of a task force to review resolutions related to
suppliers. There are special needs travellers who
are not disabled, so this course helps industry
professionals identify and assist them.”
deliver
passengers with reduced mobility and standard- And she pointed out, “Travel agents increase
ize them for the airline industry and connected their service value when they request the right
segments such as airports,” revealed a Montreal- support from cruise, rail, lodging, airline, and
based IATA spokeswoman.” attraction suppliers on behalf of their special
The Assisting Travelers with Special Needs needs travellers.”
the right
course was released in late June this year fol- The course, which is recommended for pro-
lowing a year of research involving collection of fessional travel retailers with at least two years
information and references for content develop- in the industry, is designed to train participants
ment that began in 2016. to welcome special needs customers and make
Following that, it took another year to complete the necessary arrangements to enable them to
services
content authoring with external validation before safely travel.
production of the course which is available in e-text- An IATA outline explains, “The course empowers
bo0k format. And it’s expected there will be more learners to request special services and facilities
training to be rolled out over the next two years. available from industry suppliers and provide assist-
Explaining the rationale behind ance and advice to vast types of special needs
the new initiative, the spokeswoman travellers. They will understand the growing need in
explained, “Special needs travellers the special needs segment and learn how to grow
represent a promising market for the their business through participation in the course.”
MIKE DUNBAR
travel industry, but, to unlock this busi- Learners will be required to study four sep-
A
ness opportunity, suppliers and agents arate units – The Special Needs Traveler, How
ssisting travellers with special needs is
must first be able to identify customers the Travel Industry is responding, How Aviation
a business imperative whose time has
who may have special needs. Then is Responding and Air Emergency Assistance
come, particularly given the demograph-
they must deliver the services that Services – which will require 20 hours of study to
ics of an aging, but still active boomer
make their journey safe and pleasant.” be undertaken within six months of enrolment.
generation. And IATA has developed a learning
She added, “The course provides Candidates will be allowed one attempt to
module to allow travel agents and their suppli-
knowledge and skills in identifying successfully complete an online, two-hour,
ers to serve customers with physical disabilities
customers who may have spe- multiple-choice questions, final examination by
and mobility issues, as well as those with hidden
cial travel needs and may require achieving a 70% or higher passing grade. An IATA
special needs such as sleep apnea and autism.
non-emergency special services, certificate will be awarded upon successful com-
support or accommodation from pletion of the exam.
0827PG03.indd 3 2018-08-23 2:32:55 PM
OF
TRAVEL
PODCAST WITH
RON PRADINUK
Take a listen to the Emirates story
On long-haul flights, passengers expect story as well. passengers and cargo service.
comfort, entertainment, and exemplary ser- Celebrating its 10th year in Canada in So take a listen to the conversation by
vice. On today’s Voices of Travel, host Ron 2017, Matthias Schmid, senior vice-president going to https://www.travelpress.com/
Pradinuk talks with one of the acknowledged for North America for Emirates, talks about emirates-story/.
leaders in the sector. the airline’s commitment to this country, Baxter Media’s Voices of Travel podcast
Having just been judged by SkyTrax voters as it expands its Dubai service to five flights series is committed to informing, educating
as the best for inflight entertainment, tops in a week. and entertaining its listeners with stories of
business class and the fourth overall airline It has already carried almost 1.5 million some of the remarkable people who shape
in the world, Emirates has a story to tell. passengers through its Toronto-Dubai route the travel and tourism industry in Canada and
You’ll also discover that it’s a Canadian and is poised for even greater growth in both around the world.
BaxterMedia$" #axter.edia$" CdnTravelPress Baxter.FEJB$" BAXTERMEDIA
Edith Baxter, Editor-in-Chief ebaxter@baxter.net SALES AND MARKETING HEAD OFFICE
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Ann Ruppenstein, Assistant Editor aruppenstein@baxter.net Greg Ohman, Alberta (403) 804-3497 Subscriptions: $80 – 1 year (Canada), plus applicable taxes.
Ian Stalker, Senior Writer istalker@baxter.net greg.ohman@baxter.net $120 US – 1 year (Foreign). HST #R120906425. Canadian
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Ashley Rochefort, Marketing & Special Projects Manager GHTourismSolutions@gmail.com ISSN 1994-3133. Published 47 times per year ©2018.
arochefort@baxter.net Laurie Doerschlen, Hawaii, Media Links (808) 737-4621 PRINTED IN CANADA
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Anabel Rodríguez, Mexico, Towmar Comunicatur (55) 5087-1507 Founder: W.H. Baxter
PRODUCTION arodriguez@towmar.com.mx 1919–2004
Johnny Koo, Art Director johnkoo@baxter.net Lillian Martinez, Central & South America Travel Representations
Wayne Labourn, Production Manager wlabourn@baxter.net & Marketing (305) 476-1130 twtrm@earthlink.net
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Vol. 50, No. 45
4 • CANADIAN TRAVEL PRESS • AUGUST 27, 2018
0827PG04.indd 4 2018-08-23 2:36:10 PM
Page 5 DRAFT
Who are you?
It’s all about
authenticity
“ “More and more, the real
“M
storytelling out there is
beyond the room. It’s more
into what are you doing that
makes you different.”
Pa r t 3
I n the third and final part of this three-part series, Meliá Hotels
International’s vice-president of global brand strategy, Tony Cortizas
talks with CTP about the company’s brand, what makes it stand out
what’s happening in our industry – well, there’s a few things
happening – but one thing for sure is there is an understanding
among the big hotel players about the importance of brand.”
and how it is working to help travel agents. He observed: “When you talk about Airbnb and that disruption that’s
taking place, this is where your equity does sit, but what is also very
Meliá Hotels International’s vice-president of global brand strat- true, and which is an ongoing shift, is that your brand can’t be bullshit.”
egy, Tony Cortizas laughs when you ask him whether it’s all about the Cortizas told CTP that: “A logo is not good enough anymore.
brand, before responding: “Well that’s my job – brand strategy is my Consistency in your marketing and a nice website is not good
job. Listen, it’s not all about the brand – well it is and isn’t – I think See AUTHENTICITY page 12
AUGUST 27, 2018 • CANADIAN TRAVEL PRESS • 5
0827PG05-12-13.indd 5 2018-08-24 9:36:30 AM
where in the world
Guy Verhofstadt, the leading MEP and former Prime Minister of
Belgium, at World Travel Market 2017 at the ExCeL in London.
Ideas arrive here
WTM London session
looks ahead to 2019
Four top executives from different sectors of the travel industry will take a
look back on 2018 and a look ahead to 2019 at this year’s WTM London.
The session, called World Travel Leaders – What to expect in 2019, will
be in the form of a panel discussion, with the four senior leaders sharing
expert insight into what is currently driving the UK markets in outbound and
inbound travel.
The speakers – representing easyJet, Hilton, TUI and Travel Counsellors –
Described as a natural wonder nearly half a billion years in will be asked to outline the key factors that have affected their sectors in 2018
the making, this national park is a UNESCO World Heritage and how the year has traded so far. They will then discuss expectations for 2019.
Site on the east coast of our home and native land. Top The session, which takes place on day one of WTM London (Nov. 5)
attractions include the Tablelands, a red rock landscape underlines the event’s commitment to bringing the best speakers to the
made up of the earth’s mantle – the remnants of when the event, as highlighted by its new strapline: Ideas Arrive Here.
continents of Africa and North America collided – and the Key issues the panel will discuss include consumer confidence in the UK
rugged cliffs of Western Brook Pond. and across the world, how particular destinations are performing, as well as
challenges posed by Brexit, terrorism threats and currency values.
Please send your answer to: Tying the themes together will be Caroline Bremner, head of travel at lead-
“Where in the World?” ing research company, Euromonitor, who will give a presentation.
to ctp@baxter.net The 2018 WTM London takes place from Nov. 5 to Nov. 7.
For more, go to http://london.wtm.com.
Tripcentral.ca; Michelle
Renaud, Forsyth Travel
Ltd.; Vanessa Mohammed,
SellOffVacations.com;
Debbie, Paragon Travel;
Tracy Ford, Chelsea Hotel;
WHERE Patty Roy, Hosted Villas;
Paul Poulin, Manulife; Hymie
WAS THAT
Lebowitz, YYZ Travel; Donna
Fitzgerald, Peterborough
Travel; Madeline Oldford,
Expedia CruiseShipCenters
– Kitchener; Carolyn
The following identified Armitage, Carlson Wagonlit
the Aug. 6 “Where In The Travel; Katherine Hirtzel,
World” as the Rogers Carlson Wagonlit Travel –
Centre, Toronto: Timothy London; Tiffany Johnson,
Edgecombe, Rosewood Sell Off Vacations; Richard
Washington; Shirley Morissette; Barb Hricina,
Hulleman, BOB’S cruises CWT Concierge; Sarah, Moskovitz, Maison de Guelph; Lisa Collins, Peerless Travel; Natalie
& tours; Mary Martinez, Forest Travel Service; Voyages; Christine Byrne, American Express Global Fenton, Carlson Wagonlit;
HRG; Marilyn Lentz, Bytown Kirrily Miller, Charles- CMS Global Travel; Susan Business Travel; Dennis Bonnie Felicella, Hagen’s
Travel; Michel Lacroix, wood Travel; Veronika Hopkins, Advantage InTravel; Drennand, Expedia Travel & Cruises; June
Airtour Voyages; Grace Andrasofszky, New Wave Anthony Bento, Allianz CruiseShipCenters; Jane Newhouse, Newhouse
Briand, Vision; Brent Morris, Travel; Larry Raubach, Eat Global Assistance; Ian Millar, Osborne, Downunder Travel; Bernie Abromaitis,
Triplink.ca; Taylor Curtis, and Play Card Inc.; Céline Expedia CruiseShipCenters, Travel; Jackie Friedman, Merit Travel.
6 • CANADIAN TRAVEL PRESS • AUGUST 27, 2018
0827PG06.indd 6 2018-08-23 4:05:45 PM
OV E R-T H E-TO P OV E R -T H E -WAT E R I N N OVATI O N S
Over-the-Water Villas at
Sandals Royal Caribbean
®
We put our agents on top of the world
and our clients over the top.
Sandals introduces new innovations in luxury that invite guests to leave new Latitudes Overwater Bar, unique hammocks are suspended over the sea.
the everyday world behind. Our new Over-the-Water Villas and Bungalows Newlyweds can turn their vows into wows at the spectacular Over-the-Water
aren’t just one-of-a-kind, they’re the first of their kind in the Caribbean. Serenity Wedding Chapel featuring a “sea-through” glass floor aisle. Even
Extraordinary cuisine is served in over-the-water restaurants, while at the our commissions and support are over the top! It’s all exclusively at Sandals.
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SANDALS.COM • 1-800-545-8283
JAMAICA • ANTIGUA • SAINT LUCIA • BAHAMAS • GRENADA • BARBADOS
Reservations not guarenteed. All resorts advertised are subject to availability. Sandals® is a registered trademark.
Unique Vacations, Inc. is an affiliate of Unique Travel Corp., the worldwide representative of Sandals Resorts
Over-the-Water Dining Over-the-Water Chapel Over-the-Water Bar
0827PG07.indd 7 2018-08-23 12:27:47 PM
TRENDS
Near & Far
Virtuoso tracks
Canadian travel trends
What’s hot this fall and holiday season? US places sixth, perhaps due to a weaker • Bahamas (+70%) • Switzerland (+65%)
Well, according to recently released Canadian dollar. • Singapore (+63%) • Australia (+62%)
research from Virtuoso, Canadians are setting Always strong for summer travel, Europe’s • Mexico (+56%) • St. Lucia (+51%)
their sights on destinations both familiar and allure extends into the fall, with four countries
far-flung for travel this fall and holiday season. placing on the list. Virtuoso says that as fall approaches, it is
Virtuoso examined data from its warehouse Australia, perennially fashionable for fam- no surprise that warm-weather destinations are
of more than US$40.7 billion in transactions ilies and adventure travellers, is a compelling dramatically on the rise with Canadians.
to unveil the most in-demand places for the choice for seasonality, as it heads into its Sun-and-sand paradises such as Turks and
coming fall and festive holiday season. spring and summer. Caicos, Bahamas and St. Lucia have grown
And based on that data, Virtuoso found that Another Southern Hemisphere destination, significantly in Canadian bookings when com-
the top 10 fall and holiday travel destinations Chile, is red-hot for in-the-know travellers look- pared to the same time last year.
for Canadians – based on future bookings – ing for a less-explored locale. However, Virtuoso notes, Canadians are
are as follows: Japan’s captivating blend of tradition and also looking to destinations rising in popu-
• Canada • Mexico modernity has it trending among upscale larity with sophisticated travellers, such as
• Italy • Australia travellers, landing on this year’s Virtuoso Luxe Singapore and Kenya.
• United Kingdom • United States Report list of top emerging destinations. Chile and Japan, along with Australia and
• Japan • Chile As for destinations that have seen the Mexico, placed on both the Top 10 and Hot 10
• Ireland • Netherlands largest percentage of growth in year-over-year lists, indicating especially high demand.
In analyzing the results, Virtuoso said that bookings among Canadian travellers, Virtuoso The lone European nation on the Hot 10
Canadians’ desire to roam their own country reports that the following rank in the top 10: list, Switzerland’s world-class ski resorts
and stay closer to home for the holidays is • Chile (+148%) • Japan (+147%) beckon upscale active families for holiday
evident, as the country places first in the Top • Turks and Caicos • Kenya (+99%) celebrations.
10. Also close to home, the eternally popular • Islands (+100%) For more, go to www.virtuoso.com.
AFRICA HOTEL in 2022 from R35.2 billion in 2017.
Pietro Calicchio, hospitality industry leader, PwC Southern Africa,
observed that: “Tourism to the African continent has proven to be
SECTOR IS HOT
resilient in the face of economic and political uncertainty, impacts of
droughts and other regulatory changes.”
Calicchio said that: “The opportunities are aplenty for this industry
to enjoy further growth albeit at a more modest pace. However, as we
According to a recent report by PwC (www.PwC.com), Africa’s hotel continue to see, there are also a number of challenges facing each coun-
sector has the potential for further growth over the next five years. try. This is an industry that is reactive to the smallest change in political,
That growth is being driven by an increase in the number of foreign regulatory, safety and sustainability matters.”
and domestic travellers, combined with the expansion in a number of He said that for each of the countries covered in the report, tourism
hotel chains on the continent – all of which reinforces the hotel sector’s remains an important part of each economy. However, he also cautioned
untapped potential for business growth. that the smallest change or disruption can have a fundamental impact
In PwC’s eighth edition of the Hotels outlook: 2018-2022, information on the future growth of each market.
is included on hotel accommodation in South Africa, Nigeria, Mauritius, “It is, therefore, important that investors, hotel operators, tourism
Kenya, and Tanzania. bodies and governments continue to work together to grow this import-
The report projects that hotel room revenue for the five markets as ant industry and ensure its sustainability, so that all stakeholders derive
a group will increase at a 7.4% compound annual rate to R50.5 billion the maximum benefit from it,” Calicchio said.
8 • CANADIAN TRAVEL PRESS • AUGUST 27, 2018
0827PG08-09-10.indd 8 2018-08-23 2:37:44 PM
Still hot and getting hotter
Future looks bright
for the Caribbean
T he combination
of strong con-
sumer demand and
increased invest-
ments in hotels and
airport improve-
ments bodes well
for the future of the
Caribbean’s tourism
sector.
2018 is exceeding
expectations despite
the fact that some
hotels in six of the
Caribbean’s 32 major
destinations are still
in rebuilding mode CHTA’s Frank Comito (l) with
following last year’s hurricanes. STR’s Fatima Thompson and KPMG’s
Frank Comito, CEO and director general of Gary Brough at the CHRIS Conference
the Caribbean Hotel & Tourism Association in Miami recently.
(CHTA), observed recently that: “A growing
number of travellers are understanding that it to accelerate as more refurbished and
the Caribbean is a vast region comprising rebuilt hotels come on stream.”
many diverse destinations all rich in natural Things look even brighter, as there is
beauty, but each distinct in its history, music, increased airlift coming into the region from
culture, food and welcoming hospitality.” North America and Europe, which Comito
Photo courtesy/ TED DAVIS
Comito noted that: “Just like a winter asserted is at a record pace. “An increase in
blizzard may affect the northeastern United arrivals and activity, as well as the amount
States, while people are sunbathing on Miami of hotel investments points very positively to
Beach, a weather incident in one part of the where the region is headed.”
Caribbean does not affect the overwhelming Over the past several months, all the major
majority of the Caribbean.” carriers serving the region have announced
A robust upturn in the tourism sector plans for new and expanded service into the
has resulted in many parts of the Caribbean Caribbean. However, it was among regional
region seeing growth in employment, visitor carriers where Comito saw a significant rise.
spending, government revenue, and public He pointed to InterCaribbean Airways as an
and private sector investments to upgrade example, which four years ago served a dozen
and expand the tourism product. locations in five destinations and currently
Said Comito: “Capitalizing on these trends covers 22 airports in 13 countries.
and getting the region to work together on Hurricanes Irma and Maria, despite the
marketing and addressing other matters devastation they wreaked, Comito contended,
which can cause tourism to be an even also delivered critical messages for the future
greater economic engine for the region is a of the region – more than 70% of which was
challenge which the region’s public and pri- unaffected by the storms: “The hurricanes
vate sector leaders must embrace.” taught us that the Caribbean is viewed as
A recent CHTA study found that 58% of one brand in the minds of the public and the
hoteliers have a positive or extremely positive consumer. The lesson learned is that we’ve
outlook for the industry’s future. And that got to work more closely together as a region,
view was reinforced at CHRIS, as investor public and private sectors, to let the world
interest in the Caribbean has strengthened know about the lifetime of experiences and
since the two Category 5 hurricanes of 2017. destinations which our vast region offers.”
According to data recently collected However, he warned against complacency,
by the World Travel & Tourism Council, observing that: “While we’ve been on a good
hurricane-affected destinations themselves growth curve in both the hotel and arrivals
anticipate annual tourism spending growth of side of it in terms of the data, it doesn’t take
8.7% in 2019 through 2021. much to swing positive numbers to negatives.
Comito pointed out that: “In all of our We are working with our industry and public
discussions with industry stakeholders from sector partners to build a new spirit of collab-
destinations such as Puerto Rico, the U.S. oration. The need for this became even more
Virgin Islands, the British Virgin Islands, St. apparent in recent years, as we’ve worked to
Maarten, Dominica, and Anguilla, we fully counter the negative impacts, largely due to
expect them to be showcasing to the traveller mistaken public perceptions of storms and
a completely revamped, fresh new product. other natural occurrences. We need to be dili-
We’re already beginning to see that in several gent, to be ready to bounce back and respond
of the destinations and, later this year, expect as effectively as possible.”
AUGUST 27, 2018 • CANADIAN TRAVEL PRESS • 9
0827PG08-09-10.indd 9 2018-08-23 2:39:43 PM
What if?
AMADEUS report
imagines the future
T
he travel industry must be better prepared for economic and political disruption, if it is to make the most of
future economic growth, according to a report by A.T. Kearney that was commissioned by Amadeus.
While the sharing economy, virtual reality and the Internet of Things are all improving the traveller experi-
ence, the report says that international geo-political, social and economic developments are disrupting and polariz-
ing the world as we know it, limiting the industry’s potential for future prosperity unless companies act now.
The study highlights two key trends that are changing the travel industry landscape, and driving future success.
These include:
Personalized travel experiences versus mass market labour and data protection laws. We are confronting a fragmented
Technology enables the aggregation of consumer data and the use of world based on protectionism and distrust. Facing Bosch’s political
Artificial Intelligence to learn about traveller behaviour. In addition, it environment, travellers seek comfort in trusted brands and book
may help to meet individual needs, instead of a more traditional one- directly with well-known travel providers.
size-fits-all approach.
The Warhol scenario is characterized by seamless and not personal-
Seamless travel versus fragmentation ized travel that considers the implications of strong economic growth
Truly seamless travel will require governmental cooperation and data in Asia, giving rise to a large middle class with more disposable
sharing between businesses: from airports and airlines to destination income for travel and leisure. Travellers would rather go for low cost,
services such as hotels, restaurants, and ground transportation. mass-market travel instead of having personalized options even in a
world free of barriers.
Based on these two key trends, Amadeus and A.T. Kearney have
identified four future-looking world scenarios that travel companies Alex Luzarraga, vice-president corporate strategy of Amadeus IT
need to prepare for today, if they are to maximize future growth and Group, pointed out that: “Technology has never held more promise
success tomorrow: for the travel industry, but the status quo is being turned on its head.
There is widespread mistrust and populism. Things we used to take for
The Picasso scenario is built on a fragmented world marked by the rise granted, such as the right to travel across Europe without passports, for
of populism and by heightened security concerns. This has the effect example, may be less likely in the future.”
of making more travel destinations off-limits. Even so, most parts of Luzarraga continued: “It is important to evaluate and understand, in
the world enjoy economic growth. Companies invest in innovation to partnership with A.T. Kearney, those issues that will continue to confront
reach more customers through mobile channels, and this interaction and disrupt the industry in the coming five to seven years, so we can as
enables businesses to provide more sophisticated personalized offers. an industry be better prepared to deal with those issues, and also stimu-
late economic growth and success as a result”.
The Dali scenario assumes that both social attitudes and economic Yelena Ageyeva-Furman, principal, London, at A.T. Kearney, noted
prosperity create a more favourable environment towards sharing that: “The report is based on the perspectives of a broad range of
data. This brings about more relaxed privacy laws and lighter regu- stakeholders from across the travel and technology worlds. It illustrates
lation, which allows for greater personalization of travel. Living in a broad view of the future, which allows companies to uncover their
the Dali scenario, travel becomes faster, cheaper, and safer. People organizational blind spots. Moreover, the study tests existing plans
benefit from less security controls at borders and have real-time against industry outlooks, and helps us understand ‘no regret’ moves
information about unexpected events such as flight delays. and imperatives in company strategy. This paper will provide an inter-
esting perspective to the businesses that wish to prosper in the travel
In the Bosch scenario, business costs rise across the industry as industry in the coming years.”
companies struggle to comply with a mosaic of different legal, tax, Go to http://www.amadeus.com.
10 • CANADIAN TRAVEL PRESS • AUGUST 27, 2018
0827PG08-09-10.indd 10 2018-08-23 2:40:18 PMTHE NEW TREASURE OF THE
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0827PG11.indd 11 2018-08-23 12:28:27 PMPage 12 DRAFT
AUTHENTICITY SO WHAT’S THE STORY?
As Cortizas sees it: “more and more the
CONTINUED FROM PAGE 5 real storytelling out there is beyond the
room. It’s more into what are you doing
enough any more. Your consumers are that makes you different; because I think
experiencing your brand from front to that’s the question that the customer
back, beginning to end in real-time; so, is asking. It’s certainly the question the
Read all about it!
you know, social media, review sites, all owner that you’re presenting yourself to
of those things have drastically changed for a management contract is asking.
how a brand is perceived, as well as So why should I choose you? What’s
Look for these feature how it actually interacts with its guests different about your brand? What makes
and customers.” you stand out?”
stories in upcoming issues “So, in short,” he said, “we all need He continues: “You’ve got the sort of
of Canadian Travel Press to be much better at that. And this hygiene factors of running a hotel well.
idea of authenticity and a brand really So having nice rooms. These are sort
standing for something and really of expectations and I don’t minimize
September 3
Romance meaning something – the ante has those because they’re super important,
been raised a lot.” but then you get into the sort of more
September 10 And he added: “It’s really more and distinguishing elements of what makes
River Cruising more not about the room. It’s more and you sort of stand out.”
more about what you’re doing within your And that, says Cortizas is “why on
September 17 spaces as a hotel. What do you host? the Paradisus story, we feel that pur-
Asia Pacific
What do you stand for? What’s your suing this idea of “nature included” for
And more... point of view? What do you represent? the brand is a game changer, if we do it
Because this is what makes us very dif- properly – which we will.”
Don’t miss an ferent – will always makes us different – As for why Cortizas believes that
issue. Renew your free from Airbnb and that type of disruption. “nature included” is the way of the
subscription today! We have rooftop bars. We have lobbies. future, he told CTP: “Because it’s in
travelpress.com/subscribe/ We have restaurants. We have meeting line with what the customer is look-
room spaces. ing for. It’s in line with the trends of
12 • CANADIAN TRAVEL PRESS • AUGUST 27, 2018
0827PG05-12-13.indd 12 2018-08-23 2:46:18 PMPage 13 DRAFT
“ “This idea of
“T
authenticity
and a brand
really standing
for something and
really meaning
something – the
ante has been
raised a lot.”
repeat customer. So, there’s a whole analysis in there that you’ve got to
be doing.”
Cortizas said: “There are those trends. The trends and the emerging
customers because if you’re not looking at the next generation of cus-
tomers, by the time they’re not coming to your hotels, it’s going to be a
little too late to react.”
IT’S ABOUT CURATING
He explains his view this way.
“If you’ve got 126 hotels in a brand, you can’t pivot based on the next
thing and the next thing and the next thing. If you’re an independent
boutique property, you can change yourself once a year and you can
keep doing those things. And I think some of what those guys do [the
independent boutique hotels] paves the way for a longer term strategy
for some of the bigger groups to follow because you’ve got some great
innovation that’s happening on that boutique independent level.”
On the other hand, he notes that: “You go into a hotel now and you
see an iPod docking station -- that was the thing, but you can’t follow
those trends so intently that that becomes the definition of what and
who you are because you’re never going to get that right. You’re never
going to keep up. It’s got to be about curating and picking pieces of the
puzzle.”
Cortizas
HELP FOR AGENTS
One thing becomes clear in a conversation with Cortizas and that’s the
simple fact that there is a lot going at MHI and that means there’s a lot
what’s going on out there in that landscape, and it will set us apart. of information that the Group needs to communicate to agents. The
It’s no longer about the all-inclusive, it’s much more about the question is, how’s the Group doing that?
overall experience.” Well to begin with, Cortizas says there’s the Meliá Pro program for
agents, and “there’s a new platform that’s coming online which is going
A STUDIED APPROACH to make booking and interacting with Meliá better [for agents].”
Talking with Cortizas, it’s pretty clear that MHI doesn’t simply follow the As well, the Group has merged Meliá Pro with its loyalty program,
latest trends, kind of willy-nilly. Meliá Rewards, “so the agents get all of the Meliá Rewards loyalty pro-
In fact, MHI’s VP of global brand strategy explained: “We have a gram benefits as part of their relationship with us.”
process of brand vision that we work with and it is a longer look, but it’s He also told CTP that the company has made a commitment on the
also a studied look.” training and education side, observing: “We have a lot of work still to do
“I’ve been over there for six years to work on all of this with the in that area because we have a lot to talk about. We have an overwhelm-
group,” he said. “What are the choice drivers of the customers? What ing amount to talk about.”
are the key elements that are driving choice in the category that you are
playing in? How do you stack up against your competitive sets?” THE ONE THING
He continued: “You can’t look only at what you’re doing yourself, you So, out of all this, what’s the one thing that Cortizas would tell travel
need to look at what the competition is doing and how you measure agents about MHI?
against the competition. But that’s not enough either, because you “One thing to tell travel agents, well … book Paradisus because it’s
really need to look at the customer and what is motivating them and better – that would be one thing to tell them. I guess to put it a different
driving them in terms of choice. And that includes looking at the full way, I would love for them to get to know us better … take the time to
customer journey. So, you’ve got everything from ‘oooh, I’m looking get to know us better. We’ve got some really special products and really
at going on a trip’ to actually checking out and potentially becoming a good concepts with our brands. We can be a good partner to them.”
AUGUST 27, 2018 • CANADIAN TRAVEL PRESS • 13
0827PG05-12-13.indd 13 2018-08-23 2:46:49 PMADVERTISING FEATURE
THE GALAPAGOS WITH CELEBRITY
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elebrity Cruises
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corner of the world and experiencing it. inspired his studies. Six hundred miles due
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0827PG14.indd 14 2018-08-23 4:04:37 PMSTEP ABOARD *]UQTWJYMJIJQNHFYJGNTIN[JWXNY^FSIZSܪQYJWJIGJFZY^TKYMJ
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THE GALAPAGOS ISLANDS. YMJFQQXZNYJXFHHTRRTIFYNTSXKJFYZWJXTZWNSST[FYN[JTZY\FWI
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Celebrity Flora—Discover the evolution,L A T I N
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Crafted with care
Artisans create
fashion by Recycling
IAN STALKER
S tephen Martinelli believes the interior
Costa Rican community of El Roble de
Sarapiqui is looking a little more spic and span
these days thanks to a couple of local artisans.
Martinelli, working in Costa Rica with the which Martinelli is involved with. Kay Rica fea- bags and bottles for the artisans, and Martinelli
U.S. Peace Corps, notes Ligia Ecalante and tures options that can include the likes of white- says the community has become well aware of
Mayela Lara are fashioning crafts for tourists water rafting, touring a sustainable farm and the women’s work, and many residents drop off
out of items that might otherwise end up as visiting one of Ecalante’s and Lara’s workshops. recyclable items at their workshops.
litter in local streets. Martinelli – who acknowledges that sup-
Ecalante creates the likes of bracelets, What’s the goal? port for recycling and conservation tends to be
necklaces, purses, tote bags, and clothes from “The end goal for each of the actors in this pack- gradual – says he believes the area around El
recycled plastic bags, while Lara uses discarded age is to have their own stand-alone business, Roble de Sarapiqui has become cleaner in the 12
plastic bottles to create carvings of the likes of while also being part of a greater rural tourism months that he’s been there, citing a “change in
keychains, chimes and fridge magnets. program here in the community that collectively attitude toward keeping public spaces clean and
Both incorporate hues in their products that promotes the traditional way of life and rural a collective sense of duty and ownership that
represent Sarapiqui region flora and fauna. Costa Rican culture, says Martinelli, who is based many community members have taken up.”
“Their business model is targeted at in El Roble de Sarapiqui. “It is our goal to continu- And he’s convinced that the type of work
selling their goods to tourists, in addition to ally add more and more community members to that Ecalante and Lara do can be adopted
the interactive workshop where tourists learn this project to continue growing opportunities elsewhere in rural Costa Rica and larger urban
how to create small crafts with the recycled in this sector. I would also say that this project areas, helping a country that prides itself on its
materials,” Martinelli reports. “They typically echoes the Peace Corps’ larger goal of creating natural side be cleaner.
connect with tourists by having expositions sustainable economic opportunities through the “Down the road, Ligia and Mayela plan to
at area tourist locations like hotels or adven- transfer of skills and capacity building.” lead capacity building courses to other aspiring
ture centers.” About 40 to 50 plastic bags are used to women artisans in Costa Rica, where they can
The interactive workshop receives tourists produce a tote bag. Both Ecalante and Lara have teach their unique method and spread their entre-
through the Kay Rica Rural Tourism package, set up collection areas where people drop off preneurial approach to conservation,” he reports.
Transforming the family market
As North Americans’ desire snow-capped Cotopaxi volcano and and cultural exchanges with the The tour also visits the
to explore South America is on vast Limpiopungo Lake. Chagra, the Ecuadorian cowboys Galapagos Islands where know-
the rise, many of those travellers Tierra del Volcán specializes in famous for their reverence of the ledgeable guides share the fascin-
are picking Ecuador as their family travel and uses every tour land and worship of the mountains. ating story of Charles Darwin.
destination of choice. as an opportunity to strengthen Authenticity and adventure are Jorge Perez, Tierra del
The small, lesser-known bonds and rejuvenate connections. the core of the Tierra del Volcán Volcán’s general manager,
country is home to a diversity of The company’s 10-day High- experience, as travellers are able notes that: “Sharing the land
wonders from picturesque colonial lands and Islands Family Adventure to brush up on their horseback- and culture in which I was born
towns, Amazonian rain forest, the tour takes place on Tierra del riding skills before going on and grew up – with other families
Andean mountains, volcanoes, and Volcán‘s ancestral land, staying informative rides in the fertile – is something that comes natur-
the Galapagos Islands. at the century-old traditional work- landscape at the foot of Cotopaxi ally to me. It really is a case of
Tierra del Volcán is an Ecua- ing ranch Hacienda El Porvenir. volcanoes. Big and small kids alike mi casa es su casa.”
dorian tour operator located in Coto- The tour takes families on a jour- can challenge themselves on the Go to http://www.tierradel
paxi National Park – an untouched ney through two volcanic environ- high ropes course, tackle mountain volcan.com/tierra-del-volcan/
tract of the Andes known for the ments, a range active of pursuits bike and hiking trails. for more.
16 • CANADIAN TRAVEL PRESS • AUGUST 27, 2018
0827PG16-17.indd 16 2018-08-23 4:06:35 PMAtacama – simply amazing
Celestial displays make
Chilean desert sparkle
IAN STALKER
T
hose visiting northern Chile’s Atacama,” he continued. “It’s really an incredible part of the world.”
Patagonia is known for its Atacama Desert may find them- Yogerst said that Torres del Paine National Park in southern Chile’s
dramatic landscapes. selves feeling a little star-struck. Patagonia region is “like something from Lord of the Rings,” with the land-
Travel journalist Joe Yogerst told scape almost seeming “unearthly.”
a Chile Tourism Board reception in The park is home to towering mountains and lakes, and can be explored
Toronto recently that Atacama – con- on foot and by horseback.
sidered the driest place on the planet Yogerst said visitors will easily be able to see park wildlife, with its animals
– has spectacular nighttime celestial comfortable around people.
displays, with “amazing” views of stars Torres del Paine is home to “some of the best wilderness lodges in the
available in a part of the world that’s world,” he added.
“supposed to be the clearest and Yogerst also praised Easter Island, famed for its huge stone monoliths,
cleanest air on the planet.” but which Yogerst said also “has incredible beaches as well.” The coral reefs
But Yogerst said Atacama land- and tropical fish off its shores provide good diving, he added.
scapes are fascinating, regardless of Also earning praise from Yogerst was Santiago, which he said was once
the time of the day. “drab,” but which is now a dynamic city.
“If you want to see what Mars is Chilean wine has received international acclaim, but Yogerst said the
really like without going there, go to country has a flourishing beer scene as well.
WHERE GREAT
OPPORTUNITIES
ARE BORN
For more information visit
www.enelsalvador.sv
AUGUST 27, 2018 • CANADIAN TRAVEL PRESS • 17
0827PG16-17.indd 17 2018-08-23 3:39:30 PMADVERTISING FEATURE
Formerly known as Kuzamil which means Island of the
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UNIQUE ATTRACTIONS
Cozumel is home to several nature reserves and protected areas, including: The
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0827PG20.indd 20 2018-08-21 4:34:00 PMYou can also read
