The CLV Golden Ticket: Identify, Attract & Retain Your Most Valuable Guests

Digital ads, social media, website, email campaigns…hoteliers do (and spend) a lot to attract guests. Add in OTA commissions, transaction fees, and even your marketing personnel and your Customer Acquisition Costs (CAC) could go through the roof. The importance of enticing guests to return cannot be overstated, given that customer retention costs less than acquisition—in […]

Hotel Customer Service Tips to Boost Loyalty and Revenue

Customer service is crucial to the guest experience and your bottom line. But it isn’t only about what happens at the front desk. Customer service is about how quickly and effectively any requests or issues are resolved, whether they are expressed in person, by phone, or online. It’s about anticipating your customers’ needs throughout the […]

How a Cloud PMS Generates Repeat Bookings

Growing a loyal customer base is great for business. (This goes for any industry, not just hospitality.) Bringing past guests back not only costs less than acquiring new ones, but loyal customers tend to spend more too. In addition, they advocate for your property, recommending it to their friends and family and sharing their stay […]

How to Win Guests and Influence Customers

It’s been more than eight decades since Dale Carnegie wrote his famous book, How to Win Friends and Influence People. Self-help books come and go, but this seminal work remains popular today. Why? The advice is not only practical and timely but also logical and straightforward. If Carnegie’s advice could be distilled into one sentence, […]

4 Big Reasons Hotel Guests Never Come Back

If you google “hotel horror stories,” three things will occur to you. One, that bed bugs, or any other type of bug, truly are the worst. Two, if the hotel is haunted, you should probably just abandon it before The Shining happens. And three, that those guests are never coming back. While your hotel (hopefully) […]

Bizarre Hotel Guest Requests (and How to Handle Them)

Bizarre Hotel Guest

From demanding a meal after the kitchen is closed to requesting a room change because the feng shui isn’t quite right, most hotels deal with challenging guest requests on a daily basis. But we bet most requests pale in comparison to the following real-life examples… We’ve scoured the internet for some truly bizarre guest requests […]

Boost Off-Season Occupancy with Staycation Bookings

Staycation Bookings

As we leave the peak travel season behind us, it’s time for hoteliers to implement strategies to maintain occupancy as best as possible. Beyond dropping room rates there are more resourceful ways to boost reservations—marketing your property to staycationers is one of them. A staycation is a vacation taken close to home, normally within a […]

An Independent Hotelier’s Guide to Loyalty Programs

5 Stars

Loyalty programs have been a part of the hospitality game for decades. And for as long as they have been around, they’ve been the subject of much debate. Like any strategy in hospitality, some consider loyalty programs an essential part of their business and others have found them to be nothing but a liability. What […]

3 Ways to Win Guests with Hotel Tech You Already Have

How To Win Guests

Winning guest loyalty in today’s extremely competitive market is more challenging than ever, but hotel technology is always evolving to meet that challenge. From mobile keys to chatbots to room control apps, technology that once seemed futuristic is being used by guests in hotels today—albeit mostly at big-brand properties. While such technology will become more […]

How to Sell Hotel Rooms Without Offering Discounts

Marketing Strategy

Slashing room rates can feel like an obvious and easy solution to a decline in bookings. However, your marketing strategy should not appear obvious or easy. Low prices invite the idea ‘you get what you pay for’ and discounted rates can indicate a hotel-in-trouble. For many, price determines quality, and price is likely to determine […]

Streamlining and Humanizing the Check-in Process

Mobile Check-in

Guest check-in is an important touchpoint between a hotel and guest. Usually the first time a guest comes face to face with a property, check-in is the moment where the guest’s initial impressions are formed — and, as we all know, first impressions count. As a guest you’ve probably experienced a cold, indifferent check-in process […]