Why Guests Don’t Complain to Your Face But Will to Google

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It was a Friday night. Table of four, booked for 7:30pm. They had the set menu, a bottle of red, desserts. When I went over to check on them halfway through the main course, one of them looked up and smiled. Everything was great, thank you. Lovely. Really lovely. Split image showing a happy restaurant […]


The Loyalty Decision Happens in a Room the Property Cannot Enter

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A property can track when a guest returns, how often, what they spent, and what score they left. The decision behind those numbers crystallized somewhere the operation was never present — in the interval between checkout and the next reservation. A returning guest does not arrive with a blank slate. The previous stay left something […]