guest

Instead of trying to get your guests’ attention 24/7, your send strategy should be to optimize sends during specific phases of the guest journey

Hotels that provide exceptional guest experiences rank better in online reviews, get more referrals, and secure the business of more return customers

Prioritizing the guest experience comes at the cost of profitability but is necessary in order to maintain the rate growth seen over the past few years

With more hotels allowing pets, the competition for offering not just a human-focused, but also a pet-focused guest experience, is ramping up

While there are various ways to learn about your guests’ likes and dislikes, here are the prominent hotel guest journey touchpoints:

There’s no doubt that maintaining guest loyalty can lead to increased profits for your hotel, but the real prize is the guest relationships themselves

What are the essentials for an exemplary experience during a modern hotel stay to achieve the central mission of welcome and guests comfort?

It can’t just be about having the newest and shiniest technology, your choices must also positively impact the bottom line and digital customer journey

When replying to feedback, stay calm and as objective as possible. Here are some recommendations to reply to different types of funny or quirky reviews

When you finish responding to a guest review, you always want to give the guest a way to reach out and talk with a hotel associate