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The guest arrival shapes the entire stay through the Halo Effect, setting a positive emotional baseline that makes guests more forgiving and receptive to peak moments that follow.
From dreaming, to discovering, to booking and then reminiscing, the guest journey is made up of many small moments, each one offering an opportunity
A busy Saturday night is usually something to celebrate. Tables are full, the kitchen is busy and hundreds of customers may pass through the restaurant over the course of an evenin...
Tuesday brought a forensic look at what a hotel actually receives about an OTA guest: an alias email that stops working seven days after checkout at Booking.com, a 45-day window at...
Global GRI hit a record 87.3% in Q2 2026, with 3-star hotels improving fastest, Asia leading regionally, and review response speed emerging as a core reputation driver.
Dream Inn Santa Cruz's Director of Sales and Marketing shares how human-led reservations, pre-arrival outreach, and storytelling convert OTA visitors into direct bookers and build...
I spent June 16-17 at the HSMAI Commercial Strategy Conference in San Antonio, where Sales, Revenue Management, and Marketing
A guest's extended stay exposes a pattern where housekeeping routines, booking system rigidity, and broken DND protocols silently undermine the experience ownership paid to configu...
Malcolm Hotel GM Andrew Shepherd shares how reading body language in the first 10 seconds, leveraging guest data, and investing in 154 staff housing units drives exceptional guest...
Wednesday closed the week's guest-ownership thread with the contract clauses behind it. Booking.com's General Delivery Terms limit the guest record to performing the reservation, b...
Customers (and more often, consumers) now have more choice than they have ever had in the professional history of hospitality. From budget airport
Travelers remember how a property made them feel long after they check out. A quick response to a booking inquiry, […] Magellan Solutions - Call Center | BPO | KPO | Outsourcing
A luxury hotel experience begins long before guests arrive at the front desk. It often starts with a phone call. […] Magellan Solutions - Call Center | BPO | KPO | Outsourcing
Monday opened the week with hospitality.today's argument that OTAs, wholesalers, luxury advisors, and AI platforms each capture a piece of the guest relationship leaving hotels wit...
Friday brought Revinate's mystery shopper study of 308 calls across 135 luxury hotels finding 92% failed to capture any guest contact details, exposing a direct booking loss hiding...
The Mandrake does not offer a neutral backdrop for a night in London. It offers something immersive, atmospheric, and far more difficult to engineer than a “pleasant stay”.
JD Power found that while guest rooms are largely driving an improved guest experience at hotels managed by third parties, lobbies and other common areas remain an opportunity.
Global GRI reached 87.3% in Q2 2026, up 0.4pp year-over-year, with management response rates at 67.2% and average response time down to 3.7 days, per Shiji's latest benchmark.
Hotels receive OTA guest emails for operational use only, but an address given directly by a guest during their stay is unencumbered by platform restrictions and is the only record...
A 2026 Amadeus report found 69% of travelers trust AI summaries enough to book without further research, making AI discoverability the top demand strategy cited by hotel GMs.
A mystery shopper study of 308 calls across 135 luxury hotels found 92% captured no guest contact details, exposing major direct booking losses through poor phone handling.
A podcast episode exploring how Kenilworth Hotel used Eccobell's Belle platform, deployed via in-room QR codes in August 2025, to shift front desk workload from admin tasks to genu...
The author introduces "Service Failure Interception" as a distinct operational capability between prevention and recovery, arguing hotels should track and learn from problems resol...
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