Kennedy, Doug2017-11-262017-11-262016-03http://hdl.handle.net/10919/80484In an experiment comparing how call center staff interact with potential guests, employees at one OTA won out over hotel companies. As a hotel industry trainer, I have to admit being biased toward booking directly with hotels or hotel brands versus going through third parties such as online travel agencies. However, in my family and social network, I have encountered plenty of raving fans who are more loyal to their preferred OTA than anyone hotel brand.en-USIn Copyrightpotential guestsOTAonline travel agenciesHotel reservationHospitality salesArticlehttp://www.hotelnewsnow.com/Articles/34342/OTA-call-center-outsells-outservices-big-brands