Mark Simpson argues hospitality owners should show their face and engage directly with guests instead of hiding behind logos or relying on booking.com and Airbnb. Personal branding builds loyalty, drives direct bookings, and keeps your business independent.
Your face is your business. And to generate that trust and credibility, it's you. It's you going around your properties, it's you sharing with your guests why they should come and stay with you. It's you sharing the local area. It's you sharing the services that you provide. So don't hide behind a logo. Get your face out there and be their business, because that's what you are and that's what makes you different from anyone else. Think with booking.com and Airbnb is they're a faceless business, and we can't be that if we want to have longevity in this game. It also separates us from our competitors. There is not a lot of our competitors that have embraced this, that are running with this and are really reclaiming the businesses they're more than happy to run on Airbnb. Market your business, reclaim your business, get a booking direct website. But these people are not happy. They don't want to do that, and that's fine. But we can and we will and we should. It absolutely breeds customer loyalty.
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