Haydo’s First ‘I Love You’ and what it teaches us about Revenue Management
The other night, my 10-year-old son Haydo came to me, wide-eyed, and said: "Dad… a girl told me she loves me. What do I say?"
By Fabian Bartnick, Founder, Infinito
Opinion Articles
When a CEO Picks Up the Phone: How Jeff Bezos and Bill Gates Learn About Customer Experience
Jeff Bezos, the former CEO of Amazon, shared a fascinating leadership story on the Lex Fridman Podcast about how he wanted to ensure his customers received the best customer experience. In Amazon’s early days, Bezos noticed a discrepancy between the “wait times” the customer support department was reporting and the feedback customers shared. The support team reported wait times of less than 60 seconds, but customers told a different story. Instead of asking for more data, Bezos took matters into his own hands. He picked up the phone during a meeting with the leadership team and called Amazon’s customer service number himself.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Why your KPIs don't match across platforms
If you’ve ever tried to compare marketing performance across platforms like Instagram, Facebook, Google, and TikTok, you’ve likely noticed something puzzling: the numbers don’t always line up. A campaign that looks stellar on one channel might seem average on another, because not all metrics are created equal.
By Thomas McDermott, CMO, Tambourine
How User-Generated Content Can Help Your Hotel (With Examples)
People love to share their lives online, and just as much, they enjoy watching the lives of others. Think about how many times a day the average person checks social media, watches stories, or shares a post of their own. We pay attention to what people say in the digital space, from their jaw-dropping sunset pics to scathing reviews, to that poor pet whose face is broadcast on social media every morning for the world to see. For the hotel industry, this is an incredible opportunity to showcase your property through the eyes of your guests.
By Nick Donaghy, Digital Marketing Specialist, GuestRevu
Hotel vs Lodge: The ultimate head-to-head comparison guide
Is a lodge just a rustic hotel? Can the same tools and strategies apply to both?
By Jonathan Gough, Content Team Lead, Lighthouse
The Trust You Build Today Makes Solving Tomorrow’s Complaints Easier
When you have your customer’s confidence, the opportunity to create an excellent customer experience dramatically improves. That confidence comes from consistency. The customer knows what to expect, even if any problems or issues arise. They know you’ll take care of them.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Penny Wise and Pound Foolish – The Hotel Edition
Let me paint a painfully familiar picture: We’ve got hotels who…
By Fabian Bartnick, Founder, Infinito
The Internet is Quietly Adopting the Ad Tech Playbook — Without the Ads
As AI revolutionizes how people plan and book travel online, the algorithms determining which content surfaces in AI-generated summaries are beginning to mirror the dynamics of digital advertising. This shift, however, will lead to a future where advertising plays a less dominant role than ever before.
By Nick Slavin, CEO and Co-Founder, Curacity
Hospitality in the Baltics: Independent Hotel vs Chain Hotel
Comprising Estonia, Latvia and Lithuania – conveniently listed in alphabetical order from north to south – the Baltic region is a captivating corner of Northern Europe to the east of the Baltic Sea, where medieval towns, pristine coastlines and vibrant cultural scenes converge.
By Jonathan Gough, Content Team Lead, Lighthouse
Is AI Killing Your Hotel Sales?
When group leads start to dry up, most hotel teams scramble to tweak their RFP process, refresh their offers, or blame seasonality. But what if the real problem isn’t internal … it’s invisible?
By Susan Tucker, Partner & COO, The Lure Agency, Lure Agency
Blended Travel as the Big Boost for All Segments in 2025
Bleisure has been a buzz word since well before the pandemic, but since that event catalyzed the adoption and acceptance of remote and hybrid work, the notion of blending traditionally disparate travel segments has taken on a whole new, and lucrative, meaning. Entering 2025, though, the concept of combining business and leisure – hence the portmanteau bleisure – no longer really encompasses all the different travel behaviors and sources of revenue that hotels can activate.
By Larry Mogelonsky and Adam Mogelonsky
Do’s and Don’ts of Converting Travel Browsers Into Bookers
It happened again: A potential guest landed on your hotel’s website, spent time browsing your room options, checked availability, and even clicked through to your booking engine. But then they left without completing their reservation.
ChatGPT Booked My Hotel While I Made My Coffee
Earlier this morning, a hotel reservation was made under my name. But to be accurate, I didn’t make it. It was executed on my behalf by the recently launched ChatGPT agent, an autonomous AI system capable of parsing ambiguous input, retaining contextual preferences, scanning through massive datasets in real time, and translating a loosely expressed intent (in this case: “find me a place to stay in Rome”) into a concrete, optimized, executable outcome.
Just Because a Person Can Do Something, It Doesn’t Mean They Should
There seems to be a lot of controversy and questions surrounding AI being used to support customers. The customer experience can be enhanced with AI, but it can also derail and cause customers to head to the competition.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Wimbledon lessons for hoteliers: Service, tradition and operational excellence
Wimbledon is not a hotel. But it understands service better than most.
By Kristina Liebute, Marketing Content Writer, Mews
Global Guest Satisfaction Hits Record Highs in Q2 2025
The positive trend in guest satisfaction continued in Q2 2025, pushing the Global Review Index (GRI) to a new record of 86.9% globally. This growth was driven by strong performance in North America, the Middle East, and Oceania, with 3-star properties showing the most significant gains (+0.6 pp). However, this peak in satisfaction tells only part of the story, as global review volume grew by a meagre 0.4%. This disconnect was most evident in the sharp drop in review volume in North America (-3.0%) and Europe (-1.2%), reflecting a potential downturn in arrivals for North America and a more complex market reality for the EU.
By Bruno Saragat, Sales Engineer, Shiji
The Most Ignored Metric in Revenue Management? Return on Time Invested
Let’s talk about the one metric nobody puts on their dashboard, yet it drives everything and frankly make you go coocoocaca in the head and give you a burn out or gives you a life that you do not need to take holidays from.
By Fabian Bartnick, Founder, Infinito
The 4Ps of Revenue Management: The Virtuous Circle to Boost Your Bookings
Have you ever wondered why so many hoteliers struggle to maximize their revenue despite putting in a lot of effort? As a revenue management expert, I often see properties focusing on minor tweaks without having a clear strategic framework. Today, I want to share with you a proven method to significantly boost your profitability and bookings: the 4Ps of Revenue Management.
By Hrishikesh Bapat, Head of Product, LodgIQ™
From revenue manager to revenue strategist: how to make more hotel revenue
The role of revenue management is evolving fast. The days of focusing solely on room rates are behind us. Today’s most successful hotels are thinking holistically – monetizing every part of the guest journey, designing offers around guest needs, and running controlled experiments to refine their strategy.
Winning Clients by Simplifying The Hotel Experience: How Convenience Drives Success
An event planner from a local company—let’s call it Golden Group—reaches out to your hotel’s sales team in urgent need of a room block and conference space for a quarterly strategy meeting, just a few days away.
By Enari Bryant, Sales Manager, Brick Hospitality