The first Internet revolution upset distribution channels, forcing hotel groups and an entire industry to review their sales models and technological investments. Mastering the mysteries of a channel and negotiating with operators is one thing, having to face up to the expertise of web users themselves is another, much more delicate issue. The widespread posting of comments encourages transparency, and even seeking it, in order to avoid being outpaced. Other tools are also beginning to play a role in customer relations: blogs and sites for sharing videos. An interesting exercise for marketing managers…