Every few years, the travel industry declares the death of another digital channel. First, OTAs were supposed to destroy direct booking. Then apps were meant to replace websites. More recently, super apps were going to absorb the entire customer journey. Now the latest prediction is that agentic AI will make hotel websites and apps redundant […]
Twenty years in hospitality including The UK, Thailand, Hong Kong, Australia and New Zealand. Backpacker hostels to five-star hotels and in all of it, I have never once seen emotional intelligence formally taught, measured or rewarded. What I mean by emotional intelligence in this context is not complicated, it is the thing that makes a […]
Guests don’t experience your pricing in isolation. They experience a room, weigh it against what they paid, and form a verdict, usually within the first few minutes of arrival. The bathroom tends to land earlier in that verdict than most hoteliers expect. It’s worth thinking about why. Bedrooms have become increasingly predictable across mid-to-upper-tier properties. […]
By the time your hotel events team sits down to write a proposal, the booking may already be gone. Another venue replied first, and the planner moved on. Event planners routinely contact multiple venues at once. Research from G2 puts the number at up to ten. The first venue that comes back with something useful […]
Most hotel marketing teams treat reviews like a video game score. Higher is better, perfect is best, and the goal is to climb. It’s an instinct that makes sense and is also, in 2026, working against direct booking conversion. Travelers researching hotels have become sophisticated. They’ve been burned by fake reviews on Amazon, manipulated ratings […]
