2025 Guest Experience: How Hotels Are Winning Satisfaction in a Year of Record Demand
Opinion

2025 Guest Experience: How Hotels Are Winning Satisfaction in a Year of Record Demand

The 2026 Guest Experience Benchmark reveals a hotel industry that continues to mature under pressure. Despite record tourist arrivals in several regions, guest satisfaction continued to rise. This matters because volume growth often strains service ...

Bruno Saragat
Bruno Saragat
Sales Engineer at Shiji Reviewpro
Shiji
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Reputation Management
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Markets & Performance
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Guest Experience
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Bruno Saragat
by Bruno Saragat
28 January 2026ShijiReputation Management
2025 Guest Experience: How Hotels Are Winning Satisfaction in a Year of Record Demand
Opinion

The Most Expensive Complaint Call Is the Second One

During our customer service workshops, we do an exercise we call the Moment of Misery™ Grid. The short version is that participants are asked to write down all the complaints they hear and how often they hear them. We then list them in order, with t...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
21 January 2026Shepard Presentations, LLC.Reputation Management
Shepard Presentations, LLC.
The Brand Name Myth
Opinion

The Brand Name Myth

One of the most common conversations I have with founders is about brand names. What to call the company, how much meaning it should have, whether it needs to be clever, memorable, descriptive. I get it. I’ve been there myself, naming things is hard...

Martin Soler
Martin Soler
Partner at Soler & Associates
Soler & Associates
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CRM & Loyalty
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Public Relations
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Brand Marketing
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Martin Soler
by Martin Soler
6 November 2025Soler & AssociatesReputation Management
The Brand Name Myth
When Art Meets Data: What Michelin’s Keys and Guest Reviews Really Say
Opinion

When Art Meets Data: What Michelin’s Keys and Guest Reviews Really Say

Why do some of the world’s most celebrated hotels receive lower guest ratings than others with fewer accolades? The answer lies in how excellence is defined. As Michelin’s new Key system expands globally, its view of what makes a hotel exceptional s...

Bruno Saragat
Bruno Saragat
Sales Engineer at Shiji Reviewpro
Shiji
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Awards and Accolades
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Reputation Management
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Big Data
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Bruno Saragat
by Bruno Saragat
29 October 2025ShijiReputation Management
When Art Meets Data: What Michelin’s Keys and Guest Reviews Really Say
Agentic Browsers for Analytics deep dives
Opinion

Agentic Browsers for Analytics deep dives

A lot of agentic stuff is really good on paper. But then it fails just on the crucial part that makes the result useless - there are exceptions.

Martin Soler
Martin Soler
Partner at Soler & Associates
Soler & Associates
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Revenue Management
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Digital Marketing
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Chatbots, Robotics & AI
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Martin Soler
by Martin Soler
9 October 2025Soler & AssociatesReputation Management
Agentic Browsers for Analytics deep dives
EU’s code of conduct for online ratings endorsed by Booking.com
Opinion

EU’s code of conduct for online ratings endorsed by Booking.com

At Booking.com, we welcome the launch of the Code of Conduct for Online Ratings and Reviews for Tourism Accommodation, presented by Commissioner for Sustainable Transport and Tourism, Apostolos Tzitzikostas.

Peter Lochbihler
Peter Lochbihler
Global Director Public Affairs, Booking.com
Booking.com
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Online Travel Agencies (OTA)
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Lodging Industry
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National & International Policy
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Peter Lochbihler
by Peter Lochbihler
15 September 2025Booking.comReputation Management
EU’s code of conduct for online ratings endorsed by Booking.com
How Hotels Can Win in the AI-Powered Discovery Era: SEO, Reviews & Authenticity
Opinion

How Hotels Can Win in the AI-Powered Discovery Era: SEO, Reviews & Authenticity

Reviews may serve as the new “trust badge” distinguishing genuine guest experiences from SEO-driven marketing noise. AI-powered hotel discovery is reshaping the way travelers search, evaluate, and ultimately book accommodations. Due to generative AI...

Jessica Kurtz
Jessica Kurtz
Global Product Ambassador at Reviewpro Reputation
Shiji
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Sales & Marketing
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Chatbots, Robotics & AI
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Jessica Kurtz
by Jessica Kurtz
3 September 2025ShijiReputation Management
How Hotels Can Win in the AI-Powered Discovery Era: SEO, Reviews & Authenticity
Reviews and the promise of AI SEO ranking
Opinion

Reviews and the promise of AI SEO ranking

We’re still in the early days of figuring out how generative AI, LLMs, and search engines are index hotels. Everyone has their theories, and I’m sure thousands of actual SEO experts are running experiments as we speak. But one area where I’m increas...

Martin Soler
Martin Soler
Partner at Soler & Associates
Soler & Associates
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Reputation Management
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Chatbots, Robotics & AI
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Guest Experience
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Martin Soler
by Martin Soler
21 August 2025Soler & AssociatesReputation Management
Reviews and the promise of AI SEO ranking
Opinion

How to Catch a Hotel’s Review Score Drop Before It Hurts Bookings

Imagine that your hotel’s average review score is going down. Not dramatically but enough to raise concern. A few decimal points can mean fewer bookings, lower visibility, and reduced trust with new guests. You check service quality. Everything seem...

Anna Belash
Anna Belash
Chief Marketing Officer at Exely
Exely
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Reputation Management
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Chatbots, Robotics & AI
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Guest Experience
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Anna Belash
by Anna Belash
18 August 2025ExelyReputation Management
Exely