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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
A structured guide applying Design Thinking's five stages to help hotel employees evaluate brainstormed ideas and develop testable solutions for reducing guest complaints.
Champneys Eastwell Manor GM James McComas shares how he manages a 500-year-old Grade II listed hotel, balancing sinkholes, specialist maintenance, mixed guest audiences, and commercial growth.
Two South Indian hotels, the Royal Orchid Metropole in Mysore and Hoysala Village in Hassan, illustrate how embedding living local ritual and dynastic history into the guest experience creates meaning that outlasts any amenity.