Research across 500+ participants finds that timely problem resolution matters more than compensation or robot appearance, and that monetary compensation only restores guest trust when offered by human staff.
Lobby's analysis of hotel reservation workflows finds only 44% of multi-question guest enquiries are fully answered, and 42% of refused requests end without an alternative booking proposal.
A reflective piece exploring how wooden key cards embody Japanese wabi-sabi principles, turning a functional hotel touchpoint into a tactile expression of simplicity and naturalness.
A practical guide covering how hotels can implement personalisation across the full guest journey, from anonymous website visits to post-stay follow-up, using data, AI, and staff-led touchpoints.
A practical guide to unifying hotel sales, marketing, revenue management and distribution under six pillars: predict, price, distribute, analyze, benchmark and drive direct.
Safemark launches the CG15 and CG17 glass-front in-room safes, offering two laptop sizes, customizable branding, and a five-year warranty with a $10,000 forced-entry guarantee.
Revinate's 2026 Secret Shopped Call Report, based on 308 mystery calls to luxury and upscale properties, reveals where AI can handle routine queries and where human agents remain critical for high-value reservations.
Opinion piece examining the strategic, commercial, and contractual tensions luxury resorts face when opening pools or F&B venues to non-resident guests, including operator selection and fee structures.
Six widely used customer service mantras are reframed, arguing that loyalty beats satisfaction, consistency beats "above and beyond," and employee-first culture drives better guest outcomes.
Beaumier deployed Canary Technologies across its European portfolio to digitize mobile check-in, automate deposit payments, and capture OTA guest data to drive repeat bookings.
Simone Puorto's "Humans-as-Luxury" thesis argues that as AI automates hospitality operations, genuine human interaction will become scarce, economically valuable, and a defining luxury differentiator.
Minor Hotels' nhow brand launches a certified gaming and esports ecosystem across 8 European properties, with Gaming Rooms, Studios, and portable Gaming Suitcases, and further expansion planned for 2027.
A philosophical look at the hotel key card as more than a functional tool, arguing that its design, material, and handover ritual shape the guest's sense of belonging from the first moment.
Before investing in AI platforms, hotels should first identify which operational workflows are worth improving, as most have an application problem, not a technology gap.
H1 2026 data shows Full Service hotels cut HPOR by 3.1% and Select Service by 3.5%, even as occupancy rose to 67.9% and RevPAR grew 8.9%, making HPOR a sharper labor efficiency tool than headcount.
Bespoke Hotels deployed Canary across its 57-property UK portfolio to unify reporting, capture OTA guest data, automate messaging, and drive upsell revenue, recovering costs within weeks at each property.
Customer Service Week runs Oct 5-9, 2026, with CX Day on Oct 6, offering operators a timely reminder to recognize frontline staff through simple, low-cost gestures year-round.
Hotels that begin procurement reconciliation in October gain negotiating leverage, line-item cost visibility, and more time for competitive bidding before Q4 vendor capacity tightens.
A research-informed opinion piece ranks 10 favourable and 10 challenging countries for hospitality operators, arguing tax rates alone are poor predictors of where a business will thrive.
The article argues that the true cost of hotel technology lies not in licensing fees but in fragmented workflows, manual processes, and disconnected data that drain staff time and limit guest service quality.