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Dear hoteliers, I haven’t written for over two months because, like you, I’ve been wrapped up in this totally unexpected situation. I’ve had to channel all my efforts into managing things and making sure we can still operate once the crisis is over. In the past two months, I’ve held many meetings, taken part in webinars and discussed the situation with dozens of hotel industry professionals. I’ve also gleaned ideas which have been used to…

Dear hoteliers, Three years ago I published the top 20 best services to provide in your hotel ( http://blog.experience-hotel.com/twenty-services-that-your-hotel-needs-to-have/ ). However, today we live in an era of hyper-personalization. Impersonality is no longer fitting; so an update is required. Customers more than ever expect to receive services that meet their needs and expectations. Satisfying them is not only especially rewarding but also a promise of a prosperous future. Here is a tool for you to…

Delivering great guest experience leads to loyalty. But while rewards systems, points and discounts can help, they aren’t the natural way to build guest loyalty. At Experience Hotel we work with hundreds of hotels to help them with technology and tools to improve guest experience. We’ve worked with hotels for most of our professional lives and came to notice that hotel marketing works best when hotels deliver incredible service. When we built Experience Hotel we…

My article on the different aspects that can leave guests dissatisfied triggered some lively responses. Many hotels called me to ask a variety of questions and to seek more information about Wi-Fi. The subject is worthy of a more in-depth look, or more precisely, deserves an article in its own right. What factor makes your Wi-Fi a valued, worthwhile tool – or not? Is it only a question of the connection speed? In order to deal…

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