Tag Archives: hotels

Anger, receptionist and people at front desk of hotel for frustrated client, lost luggage and check in problem. Customer service, concierge and late booking with man in lobby for appointment error

Hotel Problems Are Rare. New Research Shows How Much They Hurt Guest Satisfaction.

Guest Experience News,

Most hotel stays go smoothly. But when something does go wrong, the impact can be far greater than many operators realize. Several recent studies suggest that while guest complaints may be relatively uncommon, service failures continue to have a significant impact on guest satisfaction. At the same time, hospitality researchers are increasingly shifting their focus from compensation and scripted apologies toward emotional intelligence, proactive recovery, and frontline leadership support. Recent...

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How Hotels Can Turn the 2026 World Cup Into a Hospitality Opportunity -- Rio de Janeiro, Brazil July 14, 2014 - Schweinsteiger of Germany is seen at Team Germany's accommodation the following day of winning the 2014 FIFA World Cup. NO USE IN BRAZIL

How Hotels Can Turn the 2026 World Cup Into a Hospitality Opportunity

Guest Experience News, ,

With the 2026 FIFA World Cup set to begin on June 11th, there have been reports that the demand for hotel rooms across the United States may be lower than originally expected. For instance, the American Hotel & Lodging Association(AHLA) recently reported that nearly 80% of hoteliers in host cities say that bookings are tracking lower than initial forecasts. There is some reason for concern but as GEM Journal reported several weeks ago, hotels must prepare ahead of time, and help their guests...

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People arriving at hotel front desk, preparing to do check in at reception counter and see room reservation. Guests on honeymoon during summertime talking to concierge in lobby. Handheld shot.

New Studies Suggest Guests Still Want Humans Behind Hospitality AI

Insights, ,

Hotels continue expanding AI-powered guest services, but several recent studies suggest consumers still prefer human interaction during emotionally meaningful or frustrating experiences. A recent University of South Florida study on AI concierges found hotel guests were less enthusiastic about AI concierges than hotel staff members, especially when requests involved emotional nuance or personalized recommendations. Similar findings are now emerging across hospitality and customer service researc...

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Cheerful supporters watching football at the pub.

5 Ways to Prepare Your Hotel or Airbnb for the FIFA World Cup

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The U.S. will co-host this year's FIFA World Cup — and there's more than five million fans expected to attend in-person matches across host cities and countries. This creates huge opportunities (and challenges) for hotels and Airbnb hosts alike. With the World Cup kicking off in June, you can start preparing your property and marketing plans now to offer the best experience then. Here are the U.S. cities that will host World Cup matches in 2026:

Atlanta Boston Dallas Houston Kansas City Los Ang...

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Anxious lady staring at smartphone screen in hotel room

Hotel Guests Aren’t as Excited About AI Concierges as Staff Members, Study Finds

Concierge, , , , ,

AI is making hotel staff members' lives easier in many regards, like handling extra towel or late check-out requests — but making guests more frustrated, according to a new study. A University of South Florida study of both industry practitioners and recent hotel guests found that 81 percent of respondents said emotional authenticity was a "critical challenge." Plus, 76 percent expressed privacy and trust concerns with voice-based interactions in public settings, in particular. “Overall, hotel w...

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Recruiter and candidate having job interview at desk in office.

5 Ways Hospitality Providers Can Attract More Applicants

Leadership, ,

With long hours and low wages, hotels are finding it difficult to attract qualified applicants to take on many of their positions. In a report by the American Hotel &Lodging Association (AHLA) 65% of hotels surveyed noted labor shortages. Seventy-one percent of the hotels said they had job vacancies that they were unable to fill despite active searches. On average, hotels are attempting to fill six to seven open positions per property. Though a majority of hotels are offering higher wages th...

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Loyalty Reward Points Program Card In Hand.

Hotel Loyalty Programs Succeed Through Simplicity

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I am a member of Wyndham Rewards, Choice Privileges, and many other hotel loyalty programs. Like other travelers, I’m always seeking to stretch my dollar and experience greater value. However, Wyndham and Choice go that extra mile to create great loyalty programs. Both are rated highly by guests and experts nationally. For example, U.S. News & World Report ranked Choice Privileges and Wyndham Rewards #1 and #2 respectively for 2025-2026. Wyndham Rewards, for the eight consecutive year was al...

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Hotel bathroom interior.

The Underbelly of Hotel Rooms: Smart Ways to Prevent Guest Gross Outs

Best and Worst Practices,

GEM Journal’s publishers recently visited a hotel in Sacramento, California. The stay was fine. Until the sink refused to drain, that is. A quick call to the front desk brought a plumber to the room, who cleared out what he described as a “years’ worth of hair.” The response was fast, but raised a fair question: Should a guest ever be the one to discover a year of missed maintenance? For most travelers, plumbing issues aren’t just inconveniences. They become the story they tell after their trip ...

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ORLANDO, FL, USA - JANUARY 15, 2012: Boardwalk Disney area with Swan and Dolphin hotel on Crescent Lake shore at sunset in Orlando on January 15, 2012.

How the Swan and Dolphin’s Architecture Shapes the Guest Experience

Guest Experience News, ,

On a recent visit to Walt Disney World, I stayed at the one resort on property that isn’t actually run by Disney: the Swan and Dolphin. My wife and I are annual passholders and visit seven or eight times a year, so we’re used to how Disney feels. The smells, the lighting, how every space seems spotless. It’s all part of that familiar “Disney magic.” But even from afar, I could always spot the Swan and Dolphin: their scale, their bold rooftop swans and dolphins, their architectural presence. And ...

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Angry guest discussing with managers while complaining about the bill after a hotel stay.

Hotels Rethink Tech Stacks as Service Delays Frustrate Guests

Guest Experience News, , ,

It’s not always the front desk’s fault when a check-in line stalls or a room request gets lost in the system. More often, the problem sits behind the monitor buried in the technology that runs the property. Hotels are discovering that the very systems meant to streamline operations are sometimes the ones slowing them down. A recent report from NYU’s Jonathan M. Tisch Center of Hospitality, conducted with Stayntouch and IDeaS Revenue Solutions, backs that up with data. The 2026 Hotel Technology O...

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