Guest Feedback

Part 2: Best Practices In Part 1, we explained the most important response you can give to an upset, complaining guest: Listen with empathy and concern, don’t argue and don’t...

Part 1: The Most Important Response Accommodation is like any other business - you’ll have customer complaints from time to time. Some of them will be merited and others...

There are lots of ways to publicise your property - print ads, TV, online, social, branded amenities, you name it. Branded pens are a common promotional item. Are they...

You’ve decided to go green in your hotel operations or maybe you’ve been green for a while now. Yes, it might be saving or costing you a little more money...

In our last post, we looked at a common mistake hotels make when creating loyalty programs - assuming guests are only interested in financial rewards. Plenty of guests appreciate...

No doubt you’ve heard of loyalty programs for hotels. They’re supposed to keep the guests coming back, right? But do they actually work that well? Some do and some...

As with most things - it depends. Who is your clientele? What do your guests expect? Obviously the more premium the room, the more that’s expected. Nevertheless, there are...

We don’t mean if directions to your property include “rent helicopter,” “jump in canoe” or “turn off road”. What we mean is, how does your property cater to people with...