loyalty

Is a loyal hotel guest more valuable than a first-time hotel guest? Tricky question. The inherent rules of hospitality would say no: All guests are equally valuable to the hotel. […]

Back in 2015, a guest staying at Starwood Hotels tweeted that his room was cold. A few days later, he walked into his room to find an alpaca throw, a […]

Back in 2016, I first took a closer look at loyalty, ultimately asserting that hotel loyalty is dead. Well… not dead, but rapidly evolving, with points and redemption models failing […]

Over the past several years, hotel companies have grappled with the changing efficacy of loyalty programs, with varying results. After all, if a traveler is a member of 10 loyalty […]

Dining is part and parcel of the travel experience, with many people now drawn towards destinations based on their food culture and cuisine. Thanks to the rise of food tourism, […]

We are in an era where technology is enhancing, disrupting and integrating into the world of luxury, yet so many misconceptions exist regarding the entwined worlds of luxury and loyalty. […]

How do you know you have loyal customers? Is the number of subscriptions to your loyalty program really the indicator? What motivates their loyalty? Every benefit of loyalty Hoteliers have […]

Since their launch, airline loyalty programs have become valuable revenue drivers, brand builders, marketing tools and assets. They play a critical role in airline profitability, and competitiveness. As consumer trends […]

Each time I visit our San Francisco office, not only do I have a favorite hotel that I stay in, but I have a specific junior suite at that hotel […]

Here’s an exchange a traveler recently shared on Twitter, recounting a quick but memorable check-in experience at a major branded hotel: Me: I’m checking in Him: Long day? Me: Too […]