Tag Archives: hotels

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How Hotels are Managing Ghost Reservations From Bot Attacks

Guest Experience News, ,

When a hotel’s occupancy looks strong for an upcoming weekend but half the bookings vanish by check-in, it’s often chalked up to cancellations or credit card issues. But in a growing number of cases, the real culprit isn’t a flaky guest – it’s a bot. Across the industry, hotels are quietly facing a rise in ghost reservations created by automated scripts. These bot-driven bookings can clog up reservation systems, distort revenue management strategies, and make it harder for legitimate guests to f...

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How Graveyard Teams Can Create 5-Star Experiences While You Sleep

Concierge,

For most travelers, the overnight hotel shift can feel invisible—until it’s not. A forgotten toothbrush at 2 a.m., a fire alarm that rattles awake the entire floor, or a jet-lagged guest craving coffee and a quiet workspace at 4 a.m. That’s when the night team becomes the face of the brand. While many properties still staff their overnight hours with a skeleton crew focused on auditing and security, a growing number of hotels are rethinking the role of the graveyard shift. For business travelers...

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Make 20% of Your Revenue from Dining

Competitive Intelligence

Room bookings are every hotel’s primary source of income and, therefore, get the most attention from hoteliers – rightfully so. However, neglecting your existing dining options can detrimentally affect your business. Restaurants have high operating costs, so making the money you pour into it count is essential. The worst thing you could do is leave your in-house restaurant or bar as a complete afterthought. Don’t look at restaurants as just another amenity; make them a significant portion of you...

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5 Ways to Enhance Your Hotel Guest Experience Before Arrival

Competitive Intelligence

In the hospitality industry, the guest experience from hotel research to check-out forms each guest’s impression of your brand. From the moment they hear about your hotel, its amenities, and services, they form an initial opinion that shapes their overall guest experience with your hotel. “The guest experience focuses on the relationship between your hotel and its guests,” according to hotel software platform Oaky. “It includes every interaction or communication with your guests, whether direct ...

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The New Status Symbol? Longevity-Focused Guest Experiences

Competitive Intelligence,

The concept of wellness in hospitality has evolved significantly from the days of spa menus and green juice. Guests checking into high-end hotels today aren’t just hoping to relax — they’re looking to recharge at a deeper level. Many want to return home feeling healthier, more energized, and maybe even biologically younger. In response, luxury properties around the world are reimagining what it means to take care of their guests. Wellness is no longer an add-on. For an increasing number of brand...

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If It Doesn’t Sound Real, It Won’t Feel Welcoming

Emotions, Perceptions, Feelings, ,

The words sound polite. Polished. Professional. But they don’t land. “Thanks for your patience.” “How’s everything tasting tonight?” “Welcome in.” Across hotels, restaurants, and retail counters, frontline workers repeat these phrases every day. They’re meant to be warm and reassuring. But increasingly, they feel empty – not because the staff doesn’t care, but because the words no longer ring true. In today’s hospitality climate, customers are craving sincerity, not slogans. And the language bus...

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Why Your Hotel’s Reputation Depends on More than just Cleanliness

Competitive Intelligence

For decades, cleanliness, service, and comfort have been the pillars of hotel reputation. But in 2025, guests are just as likely to judge your property based on how well your chatbot responds as they are on the softness of your sheets. As digital engagement tools become more sophisticated and widespread, they’re increasingly influencing how guests perceive hotel brands. From mobile apps to in-room tablets to pre-arrival messages, these touchpoints now carry just as much weight in shaping satisfa...

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How Virtual Reality Is Changing the Way Hotels Engage Guests

Communication and Messaging, , , ,

Before ever stepping into the lobby, today’s guests can walk through their hotel room, scope out the view, and even preview the spa — all from a smartphone or VR headset. Once they arrive, augmented reality tools guide them to the pool, recommend nearby restaurants, and overlay personalized offers onto their surroundings. Virtual reality (VR) and augmented reality (AR) are no longer novelties in the hospitality industry. They’re becoming standard tools for engagement, especially for tech-savvy g...

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How Emotional Intelligence Is Shaping the Future of Luxury Travel

Competitive Intelligence, , ,

When a luxury travel company offers you the chance to train with special forces in Iceland or follow centenarians through a remote Italian village, it’s not just selling an escape. It’s selling a feeling. A growing number of affluent travelers are opting for transformative experiences over traditional indulgences — luxury is increasingly defined by personal growth and memorable moments, not just material comfort. According to a 2025 survey by Preferred Hotels & Resorts, more than 80% of high...

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Why Independent Hotels Should Partner With Local Concierge Associations

Concierge,

In the bustling lobby of a boutique hotel, the concierge often serves as the heartbeat of guest interaction, orchestrating everything from last-minute dinner reservations to exclusive event access. While major hotel chains have long recognized the value of a well-connected concierge, independent hotels are now discovering the transformative impact of partnering with local concierge associations. Aligning with a concierge association is more than just networking; it's a strategic move that can en...

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