Research shows 65% of customers never hear back after completing a survey, but a hotel case study demonstrates how closing the feedback loop with action and personalized follow-up drives trust and loyalty.
WTTC's new policy brief sets out seven principles for destination stewardship, shifting the measure of tourism success from visitor arrivals to resident satisfaction, economic distribution, and long-term resilience.
Kings Court Hotel owner Harpreet Singh shares how he revived a struggling UK property by prioritising operational basics, a full team overhaul, and repositioning the hotel pub as a local destination.
Skyscanner data shows 39% of travellers visit local grocery stores while travelling, prompting hotels to rethink neighbourhood engagement through curated food maps, minibar localisation, and guided market walks.
Boston's Newbury Guest House used roommaster's cloud PMS, direct booking engine, and AI-powered revenue management to compete with major hotel chains after a 2020 acquisition.
A connected PMS can unify housekeeping, engineering, front desk, and revenue data in real time, enabling hotels to prevent operational failures rather than react to them.
The founder of Brazil's Botanique Hotel Spa describes how eliminating departments, cross-training all staff, and sharing 23% of revenue with employees cut headcount from 110 to 38 and achieved profitability in year two.
Glasgow Marriott deployed IRIS Mobile Ordering and Digital Guest Directory, achieving 24% revenue growth and 23% order volume increase, with 80% of room service orders now placed digitally.
The author argues that hospitality's push for seamless integration risks eroding the distinct identities of venues, proposing a principle: integrate what removes friction, preserve what creates meaning.
Federico Domínguez, GM of Camino Real Mérida, argues that AI and connected systems deliver the most value when they free staff to focus on personal guest interactions, not replace them.
The author argues that hotel competitiveness in the AI era depends on invisible operational infrastructure, as AI amplifies data inconsistencies rather than hiding them.
Wholesale contracts written for a simpler distribution era can't enforce opaque/package-only clauses across tens of thousands of downstream resellers, making renegotiation the only real protection.
A roundtable discussion prompted by the Travelodge assault case examines how hotels must balance frictionless guest journeys with security, arguing that staff empowerment and ID verification are essential safeguards.
An op-ed argues that genuine guest personalization cannot be standardized, using a viral Moscow hotel story to illustrate why wow moments lose impact the instant they become policy.
Pennsylvania's House Bill 1286 mandates human trafficking awareness training for hotel, motel, and short-term rental employees, with refresher training every two years and compliance verification for third-party booking platforms.
United Airlines' Bryan Stoller advocates for a "Reasonable Department" mindset that trains employees to use judgment and empathy when customer situations fall outside standard policies.
Sunborn London GM Francisco Ventura cut check-in time from 8 to 1 minute by shifting registration and payments to pre-arrival, freeing staff to focus on genuine guest interactions.
TTI shares survey results from 80+ hotel teams across brands like Marriott and IHG, with 90%+ giving 5-star ratings, highlighting responsive support as the top differentiator.
Hotels track ADR and RevPAR precisely but have no equivalent instrument for the true operational cost of delivering each stay, leaving labor, coordination, and unplanned effort invisible in the financials.
X Hospitality used Cloudbeds' open API to build a front desk-free, mobile-first operation at The Blue Hotel Bondi, a model now replicated across 40+ staff and multiple properties in Australia.