Are tweeting concierges here to stay?

UK budget hotel chain Premier Inn this week announced that it would offer guests a Twitter concierge service, but how useful are such services?

Premier Inn's idea is simple - guests can tweet questions to the @PremierInn account using the hashtag #concierge, asking anything from directions to restaurant recommendations.

The hotel says that it's the first UK hotel chain to introduce such as concept, but it doesn't seem entirely convinced - it's running the service as a trial on Friday evenings to see if it has proved of value to guests.

It's not, of course, the first global chain, as Hyatt introduced its Twitter concierge back in 2009 and now has over 12,000 followers, with a "small number of agents" working to monitor and respond to tweets.

A year on, while Hyatt's service is still working, the limitations of the concept have meant other brands have been slow to launch their own services.

Twitter's format means that communication will invariably be somewhat stilted; multiple suggestions must be delivered through multiple tweets and there is always a need for extreme brevity.

A study by the University of California Berkeley and Yahoo! even found that while concierges are happy to make strong recommendations in person, they are reticent to do so on Twitter, when guests can't be engaged in a dialogue to understand their needs and desires.

Perhaps this is why chains have opted to arm their concierges with other, richer, tools instead of Twitter - InterContinental staff were given iPads this year, for instance, and the chain's "Virtual Concierge" service provides videos and recommendations for guests from dedicated websites.

Sheraton, meanwhile, offers Microsoft Surface computers as virtual concierges, enabling guests to touch tables to research restaurants or plot a walking tour.

Wyndham's Fashion26 hotel in New York, meanwhile, offers guests a free app to help them find their own way around the city, something several other chains are rumored to be working on.

Premier Inn on Twitter @PremierInn
Hyatt Concierge on Twitter @HyattConcierge

Have you tried new the Independent Digital Edition apps?
Travel
ebookHow to enjoy the perfect short break in 20 great cities
Independent Travel Videos
Independent Travel Videos
Simon Calder in Amsterdam
Independent Travel Videos
Simon Calder in Giverny
Independent Travel Videos
Simon Calder in St John's
Independent Travel Videos
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
SPONSORED FEATURES
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Travel

    Recruitment Genius: Graphic Designer - Product Development

    £26000 - £29000 per annum: Recruitment Genius: The Product Development departm...

    Recruitment Genius: Assistant Manager - Visitor Fundraising

    £23000 per annum: Recruitment Genius: The Visitor Fundraising Team is responsi...

    Recruitment Genius: Developer

    £30000 - £35000 per annum: Recruitment Genius: This is an opportunity to join ...

    Recruitment Genius: Estates Contracts & Leases Manager

    £30000 - £34000 per annum: Recruitment Genius: The Estates Team of this group ...

    Day In a Page

    A nap a day could save your life - and here's why

    A nap a day could save your life

    A midday nap is 'associated with reduced blood pressure'
    If men are so obsessed by sex, why do they clam up when confronted with the grisly realities?

    If men are so obsessed by sex...

    ...why do they clam up when confronted with the grisly realities?
    The comedy titans of Avalon on their attempt to save BBC3

    Jon Thoday and Richard Allen-Turner

    The comedy titans of Avalon on their attempt to save BBC3
    The bathing machine is back... but with a difference

    Rolling in the deep

    The bathing machine is back but with a difference
    Part-privatised tests, new age limits, driverless cars: Tories plot motoring revolution

    Conservatives plot a motoring revolution

    Draft report reveals biggest reform to regulations since driving test introduced in 1935
    The Silk Roads that trace civilisation: Long before the West rose to power, Asian pathways were connecting peoples and places

    The Silk Roads that trace civilisation

    Long before the West rose to power, Asian pathways were connecting peoples and places
    House of Lords: Outcry as donors, fixers and MPs caught up in expenses scandal are ennobled

    The honours that shame Britain

    Outcry as donors, fixers and MPs caught up in expenses scandal are ennobled
    When it comes to street harassment, we need to talk about race

    'When it comes to street harassment, we need to talk about race'

    Why are black men living the stereotypes and why are we letting them get away with it?
    International Tap Festival: Forget Fred Astaire and Ginger Rogers - this dancing is improvised, spontaneous and rhythmic

    International Tap Festival comes to the UK

    Forget Fred Astaire and Ginger Rogers - this dancing is improvised, spontaneous and rhythmic
    War with Isis: Is Turkey's buffer zone in Syria a matter of self-defence – or just anti-Kurd?

    Turkey's buffer zone in Syria: self-defence – or just anti-Kurd?

    Ankara accused of exacerbating racial division by allowing Turkmen minority to cross the border
    Doris Lessing: Acclaimed novelist was kept under MI5 observation for 18 years, newly released papers show

    'A subversive brothel keeper and Communist'

    Acclaimed novelist Doris Lessing was kept under MI5 observation for 18 years, newly released papers show
    Big Blue Live: BBC's Springwatch offshoot swaps back gardens for California's Monterey Bay

    BBC heads to the Californian coast

    The Big Blue Live crew is preparing for the first of three episodes on Sunday night, filming from boats, planes and an aquarium studio
    Austin Bidwell: The Victorian fraudster who shook the Bank of England with the most daring forgery the world had known

    Victorian fraudster who shook the Bank of England

    Conman Austin Bidwell. was a heartless cad who carried out the most daring forgery the world had known
    Car hacking scandal: Security designed to stop thieves hot-wiring almost every modern motor has been cracked

    Car hacking scandal

    Security designed to stop thieves hot-wiring almost every modern motor has been cracked
    10 best placemats

    Take your seat: 10 best placemats

    Protect your table and dine in style with a bold new accessory