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Hoteliers are seeing their relevance diminishing almost by the day as customers increasingly turn to alternative (non-hotel) types of accommodation and make reservations through online travel agencies (OTAs) rather than […]

Loyalty building is apparently a high priority for Asia’s travel brands, with data analytics as a top priority to deliver loyalty-fostering personalization. The survey, part of a recent report by […]

More and more, we hear people talking about guest relations, following the customer journey, Big Data, CRM, and so on. But what do all of these concepts mean and how […]

The only consistent aspect in the way people plan travel is that it’s constantly changing. Each decade brings new ways for customers to connect with the hospitality experience because of […]

If there’s one subject that divides hoteliers, it’s TripAdvisor — don’t worry, though, that’s not what this column is about. Well, not mainly. Instead, I want to talk a little […]

In storytelling, structure and formula are often important to creating a complete narrative. The traditional stories that you remember from your childhood are often simple and easy to compose – […]

Delivering great guest experience leads to loyalty and while rewards systems, points and discounts can help they aren’t the natural way to build guest loyalty. At Experience Hotel we work […]

In a world of lightning-fast technology and constant industry disruption, one skill has risen as a top necessity for older companies to survive: Innovation We’ll be the first to tell […]

If you ever had to call customer support, regardless of the specialty, you are familiar with the generic robot voice and elevator music at the beginning of the call. “Thank […]

When asked about review responses, we used to recommend that hoteliers respond to as many reviews as they can, within their own time and resource constraints. However, the results of […]