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 […]
Canada’s tourism sector remains a resilient driver of the hospitality industry. According to Statistics Canada, tourism GDP grew 0.5% in Q1 2025, with food and beverage being one of the main drivers, right behind accommodations. Yet, behind those numbers is a structural reality that rarely makes headlines: the vast majority of businesses powering that growth […]
For decades, growth in hospitality has largely been defined by expansion of new markets, new properties, and new sources of demand. However, an increasing number of operators are recognizing that not all growth requires geographic scale. In many cases, the more durable opportunity lies in going deeper within markets where demand is not occasional, but […]
It is late in the evening, and a family is planning their summer holiday. A few years ago, this moment would have been familiar to all of us in hospitality. Multiple tabs open, scrolling through Tripadvisor or Booking.com, comparing ratings, reading detailed experiences, trying to make sense of conflicting opinions. One guest praises the breakfast, […]
Every AI-in-hospitality panel I sit through ends up in the same room: the lobby. Talking chatbots. Voice concierges. The robot that brings towels to 412. It makes for good demo videos and sometimes a press release, and most of the time it makes for a project that quietly stalls six months in. The actual money […]
