Kinda off-topic, from the article: "The 2012 Four Seasons Luxury Trends Report from Four Seasons reveals that 71% of its customers bring a smartphone with them on their travels and 61% bring a tablet device."

That's a lot. And even so, my only two experiences at luxury hotels meant no wifi available in the room. And daily paid ethernet. I understand being there meant me or my company have money but I'd like to stop being ripped off after paying so much to stay there.

The article talks a lot about the new site being an effort to increase their online bookings. I can see that for a luxury brand hotel, online bookings might be lower than for say holiday inn express. Part of what you're paying for is personal attention, so the people who stay there might want that to extend to the booking experience.

How do you overcome that in an online booking? I don't think they did, but how would you approach it?