guest experience

The properties growing their repeat rate are obsessive about moving first-stay guests onto their direct channels by the second stay

We see the most successful direct booking strategies built around one core principle – guests book experiences first, and rooms second

The gap between what guests say to your face and what they write online is not a mystery. It is a documented psychological phenomenon

These seven mistakes share a single root cause, which is fragmented guest data combined with disconnected communication

So how can a boutique hotel combine technology and personalised service to engage the guest and meet their expectations?

For a long time, the conversation around technology in the hospitality industry was driven by a simple premise: respond faster.Faster to resolve requests – Faster to answer questions – Faster […]

Most negative guest reviews are not caused by one major issue. They come from small operational gaps that build over time.

One guest’s three stars is another guest’s four stars. One guest’s five star review is another guest’s four because they never give perfect scores

There is a risk the hotel industry has this backwards and we run the risk of automating away the exact moments a guest actually values

To attract the right guests, you need to make sure your unique story gets heard. That is where creative content marketing for boutique hotels comes in