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Reputation Management
203 posts
Guest recovery windows are shrinking. Is your team built for that?Â
It’s the middle of summer and one of your guests’ air conditioning isn’t working. A few years ago, that guest would call the front desk, wait, and probably give the…
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Hotel Cross-Selling Strategy: Why Better Data Comes First
Cross-selling is often discussed as a revenue opportunity for hotels. However, after my recent conversation with Pablo Torres, I kept returning to a more fundamental question. How well do we…
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Guest Experience Benchmark Report Q2 2026 Overview
The global hotel industry continues to strengthen guest satisfaction levels in 2026. The latest Guest Experience Benchmark Report for Q2 reveals where performance is improving, and where operators still have…
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A GM’s perspective on guest feedback at national scaleÂ
Most hospitality teams already have more guest data than they know what to do with. Reviews, surveys, ratings, and comments arrive every day. The real question is how quickly that…
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Mexico’s World Cup Hotel Readiness: What Guest Reviews Reveal Before Kickoff
With the FIFA World Cup approaching, Mexico’s hospitality sector is entering a defining moment. Across Mexico City, Guadalajara, and Monterrey, hotels are preparing for a sharp rise in arrivals, increased…
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Inside the Paradores Approach to Guest Experience
At this year’s edition of FITUR, I had the opportunity to speak with Carlos MartÃnez at the stand of Paradores. Our conversation focused on the evolving Paradores guest experience and…
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2025 Guest Experience: How Hotels Are Winning Satisfaction in a Year of Record Demand
The 2026 Guest Experience Benchmark reveals a hotel industry that continues to mature under pressure. Despite record tourist arrivals in several regions, guest satisfaction continued to rise. This matters because…
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Booking.com’s new review scoring explained: What hoteliers need to know in 2026
In December 2024, we explored Booking.com’s announcement of its new review scoring approach. A few months later, the impacts are becoming clearer. Drawing on trend data from both Booking.com and…
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Blending Tradition and Innovation at The Belfry: A Conversation on the Future of Guest Experience
During my recent conversation with Emma Catterall, Senior Finance Director at The Belfry, I was reminded that the most powerful transformations in hospitality often occur when technology, people, and place…
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