only specific hotels, thus it provide uniqueness of Mobile Hotel Reservation Adoption Application over the
others. Hotel A has managed to provide four (4) items differently in an effort to create uniqueness, such as available
in more than one language, provide interactive maps for all their hotels and resorts, offer Online Customer Support
Centre and Online Forum. Available in Chinese and Japanese, Hotel A is the first in the industry that provide
multilingual user-friendly mobile website. In addition, they have Online Customer Support Centre that enables
guests to chat, interact and send a message to the hotel. All inquiries will be replied immediately by hotel
representatives. Advancement of technology is also utilized by Hotel A through the establishment of an online
forum, which encourages guests to share tips and recommendations based on their past experiences staying at the
hotel. Uniquely, all stories can be done via mobile. As for Inter Continental Hotel, it provides Kitchen Cookbook
and Concierge Insider. Guests can have the recipes of the hotel famous menu. Sheraton Imperial provides Crossover
Rewards with Airlines Program. Marriott offers a 10% disc at their Marriott Gift Shop. Pullman provides ‘tempting
offers’ giving all their best rates and latest special offers from all around the world. This study also found that
Mandarin Oriental provided three (3) unique features namely; optimized for iPads, features ‘Read Me Later’
function that allows guest to switch back and forth between the mobile device and desktop and lastly ‘Cities by
MO’. This is the highlight in the application due to the tab features a wide-ranging destination guide from area
attractions, restaurants, shopping and nightlife sections. Guests can search for a specific point-to-point GPS
functionality.
This study summarized that each hotels are at their very best offering unique benefits in an attempt to
differentiate themselves from their competitors even though they shared four (4) same core benefits. For example,
considering the power of social media and online surfing nowadays, the online forum approach by Hotel A and
‘Cities by MO’ by Mandarin Oriental Hotel seems to be taken very well by customers. However, this benefit may
not remain unique forever, as the benefits of this technology application are easy to copy. More efforts need to be
exerted in discovering ways to stay unique and different from competitors (Shanshan et al, 2011)