Here’s something that might surprise you. Some of your most loyal customers may be the ones who have had problems and complaints in the past. For years, I’ve been preaching that when a customer comes to you with a problem or complaint, the goal is not only to resolve the issue, but also to restore their confidence.
In the bustling world of hospitality, true magic happens when service transcends the transactional and becomes transformational. Behind every perfectly made bed and meticulously plated dish lies an intricate dance of human connection that turns ordinary moments into lasting memories. As industry professionals know, hospitality isn't merely about providing accommodation or serving food—it's about orchestrating experiences that resonate long after checkout.
Starting in June 2025, Meta (Facebook) will implement a change in reporting that may affect how advertisers view the performance of Collection Ads using Instant Experiences. This update could decrease the reported Landing Page Views (LPVs), but it’s important to note that this does not indicate a decline in actual performance. Instead, it represents a change in the definition and measurement of LPVs.
Most hotels rely on OTAs to keep occupancy high, especially in low season. It is a working strategy. But it comes at a price: lost margins, limited control over guest data, and the constant challenge of competing with your own listings.
The hospitality industry has long relied on aesthetics, amenities, and service as its primary marketing differentiators. Yet, in an age where digital attention spans are shrinking and customer acquisition costs are rising, these traditional approaches are no longer enough. Marketing that simply showcases rooms or lists amenities is easy to scroll past. With countless options available to travelers, visual appeal alone can no longer command loyalty. For hotels to stand out, they must connect with potential guests on a deeper, more emotional level.
In the rapidly evolving world of hospitality, a fundamental shift is underway. No longer is a hotel merely a place to rest one’s head; today, it's a portal to emotion, exploration, and personalized engagement. The traditional benchmarks of luxury—thread count, square footage, and concierge services—are being replaced or complemented by immersive experiences and local storytelling. This new wave of hospitality, known as the "experience-first" approach, is all about designing hotels not just for comfort, but for creating lasting memories.
I recently decided to rewire a couple of light switches at home. One upstairs, one downstairs. Simple job. Two switches. Two lights. One brain (mine). What could go wrong?
When things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good when everything is running smoothly, but your true customer service “chops” show up during a service failure.
Boutique hospitality is thriving on the power of reinvention. This week’s stories center on how hotel brands are reactivating legacy properties and redefining their presence in both rural and urban markets. Casetta Hotels’ revival of Big Bear’s iconic Marina Riviera and its new launch in Taos reflect a strategy rooted in thoughtful expansion and community alignment. Similarly, Bridgeton’s reimagination of Montauk’s Ruschmeyer’s captures a deeper shift toward preserving nostalgia while updating the guest experience for today’s conscious traveler.
Travel can mean many things to many different people. For some, an adventurous solo trip can be just what the doctor ordered while for others, spontaneity can take a backseat, as planning for families around school breaks takes precedence. I’ve been lucky enough to get introduced to travel from a very young age— my passion for hospitality has been a constant companion throughout my life, influencing each step in my journey, and, for more than 25 years, I’ve been lucky enough to embrace it.
Over the past decade, the hospitality landscape has undergone a profound transformation. At the center of this shift is the meteoric rise of short-term rental platforms like Airbnb and Vrbo, which have redefined what it means to “travel like a local.” These platforms have democratized hospitality, enabling everyday homeowners to offer travelers more than just a place to sleep—they offer a story, a slice of local life, and sometimes, access to the kinds of neighborhood secrets that don’t show up in guidebooks.
With most hotel markets facing uncertainly, if not a softening in transient demand, now is a perfect time for Revenue Generation Managers to help their hotel’s operations leaders focus on generating even more revenue from the transient segments. Here are some opportunities and corresponding action steps.
The days of generic, one-size-fits-all travel marketing are over. Instead, catering to specific tourism niches is the perfect way to attract the right guests and gain those all-important direct bookings. In today's evolving travel landscape, understanding the diverse needs and preferences of travellers is crucial for hotels to attract and retain loyal guests.
What sparks the desire to travel? According to Amadeus’ Travel Dreams report, the journey begins long before a booking is made – it starts in the inspiration phase, where emotion, storytelling, and digital influence come together to shape a traveler’s next great escape. Drawing insights from 6,000 travelers across six countries, the report reveals a global shift toward more personalized, emotionally resonant, and tech-enabled travel experiences.
In today’s hospitality landscape, customer experience goes far beyond “friendly staff” and a “comfortable bed.” Guests no longer seek just rest—they want to feel like they’ve stepped into a personalized storyline, where every detail—from the room temperature to a well-timed push notification—conveys thoughtful care and meaning.
While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction.
Ever wonder why your revenue meetings sometimes feel like group therapy, a TED Talk, and a United Nations summit rolled into one?
Boutique hospitality continues to evolve beyond lodging, blurring into fashion, lifestyle, and cultural experience. Burberry’s takeover of The Newt in Somerset and H&M Home’s design collaboration with Palm Heights exemplify a new era of branded hotel partnerships—where hospitality becomes an extension of identity. Meanwhile, Audrey Gelman’s new project, The Wing Hotel, is reigniting the conversation around women-centered spaces in hospitality, this time with a refined, narrative-driven approach.
Despite some strong headwinds in the hotel industry, speakers at the NYU International Hospitality Investment Forum painted a cautiously optimistic picture. While average daily rate (ADR) growth is trailing inflation in 2025, occupancy remains relatively steady, which signals underlying resilience in the sector. The following are some key takeaways from the conference that stood out as opportunities or concerns for the hospitality industry:
For the first time in four years, U.S. hoteliers are staring at a genuine cyclical crosswind: topline erosion combined with cost stickiness. RevPAR in upscale and upper-midscale is receding 4–5 percent year-over-year, and wage inflation still burns 11 percent hotter than last winter. In this environment, patience is expensive. The only sustainable advantage is the ability to reshape labor and operating inputs in real time—shrinking them when demand softens, expanding them when pop-up revenue appears. Done right, that agility doesn’t merely protect profit; it compounds it, because every point of flex you build now will amplify flow-through once the cycle turns.