Dreamscape Hospitality Takes Over Management of The Doyle in Charlottesville
Dreamscape Hospitality takes over management of The Doyle in Charlottesville, VA, with a planned conversion to Tapestry Collection by Hilton effective September 30.
News
Where Can The Guest Be Powered
Pertlink applies McKinsey's Global Energy Perspective 2026 to hospitality, arguing that energy constraints will determine where AI and guests can be served, and proposes tracking AI token costs alongside utility costs per occupied room.
By Terence Ronson, Founder & Managing Director, Pertlink Limited
Hotel Upselling: Motivating Employees to Sell More or Serve Better?
An intern at GRACE La Margna, St. Moritz examines whether commission-based upselling incentives motivate genuine service or just sales, and how to design systems that reward both.
How Flanigan's Resort & Spa Boosted Ancillary Revenue by 57% With Canary's GMS
Flanigan's Resort & Spa near Zion National Park achieved a 57% ancillary revenue uplift in its first year using Canary's GMS, with mobile check-in, digital upsells, and smart checkout cutting front desk friction.
Eklo Hotels and Apaleo: growing with the group
Eklo Hotels migrated all ten French properties to Apaleo's API-first PMS in five months, recovering over 738 hours of staff time in June 2025 alone through automated reservations, payments, and reporting.
Six Ways to Win Customers for Life
Six strategies for winning lifelong customers, centered on prioritizing retention over acquisition, aligning employees to a clear CX vision, and consistently delivering experiences that earn loyalty.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Your Best Guest Can Be Your Worst Guest
An editorial exploring how high-value repeat guests can become a liability through entitlement, review leverage, and extended-stay legal complications, with real case examples.
By Nasir Zahir
Hilton Turns to Newport’s Savannah Team to Learn What Exceptional Guest Service Looks Like
Hilton selected the Newport-managed Hilton Garden Inn Savannah Airport for a brand research study after the property outperformed peer benchmarks across cleanliness, service, breakfast, and Hilton Honors recognition metrics.
The Glasgow Marriott Hotel achieves 24% room service revenue growth through IRIS mobile dining
Glasgow Marriott Hotel achieved 24% room service revenue growth and 23% order volume increase year-on-year after deploying IRIS mobile ordering, with 80% of room service orders now placed via the platform.
Sleep is a host's right too.
A short-term rental host of 10+ years argues that platforms' always-on expectations, dispute deadlines, and response metrics extract personal time from independent operators with no shift coverage or labor protections.
By Arturo Blas
Is Grey the New White in Hotel Towels?
Grey towels can reduce replacement rates by 20-30% in boutique hotels and short-term rentals, offsetting their 10-15% higher upfront cost through longer service life and lower laundry expenses.
By Camilo Sosa, E-commerce Manager, Hotel Items (A & S Suppliers, Inc.)
AAHOA Welcomes Governor Newsom's Veto of California Hotel Guest Disclosure Bill
AAHOA successfully lobbied California Governor Newsom to veto AB 2721, a bill that would have required hotels to publicly disclose when federal immigration agencies had reservations at their properties.
Hotel-Level Workforce Management: Reducing Wage Spend, Improving Guest Service and Reflecting Priorities
The article argues that effective hotel workforce management goes beyond cutting wages, driving four scorecard gains: lower labor costs, better guest service, higher employee engagement, and increased revenue.
By Brian Schoettes, Workforce Management Expert, Cayuga Hospitality Consultants
WTTC and ICC Unite to Strengthen the Voice and Growth of Millions of Travel & Tourism SMEs Worldwide
WTTC and ICC signed an MOU to support SMEs across travel and tourism, targeting regulatory, financial, digital, and mobility barriers affecting the 85%+ of sector businesses that are small enterprises.
Your Hotel Already Has an AI Strategy. You Just Didn't Write It.
The author argues hotels already have a de facto AI strategy shaped by third-party tools and urges a structured diagnostic of the eight booking-journey links where guest ownership can silently transfer away.
By Are Morch, Digital Transformation Coach for Hotels, Are Morch, AI Champion
Who Gives a Crap: What Toilet Paper Can Teach Us About Customer Experience
Using toilet paper brand Who Gives a Crap as a case study, the article outlines three CX lessons: convenience via subscriptions, social responsibility, and making ordinary products memorable.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Spire Hospitality Launches New Division to Protect and Grow Owner Value Through AI and Connected Intelligence
Spire Hospitality has created a Strategic Asset Performance division, led by promoted SVP Shozib Khan, to connect financial intelligence, AI, and operations into a unified performance model for ownership partners.
The 2027 Hotel Growth Agenda
Turneo data shows non-room revenue growing 35% vs. 6.5% for rooms in 2026, with AI agents set to reshape hotel distribution by favoring properties with discoverable, bookable experience catalogues.
By Matija Marijan, CEO, Turneo Ltd
When Service Fails, Can a Robot Win Back a Hotel Guest?
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.
New hotel reservation analysis raise questions about guest experience and lost revenue opportunities
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.