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Outbooking – the results are in!

How does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...

Walkouts – Avoiding the Bad Debtor!

Well, it has been a while since I last posted due to taking a bit of a hiatus from online activity and using my down time to relax (and binge watch seasons of 24!); but now I am back and wanted to write about an all-too-common...

The Hotel Standards Compendium

2014 is the Year of Hotel Standards Coming on 1st March 2014 – the first ever book to lay down a definitive set of Hotel Standards for hoteliers launches across the globe with the publication of ‘The Hotel Standards Compendium’   The Hotel Standards Compendium – The first ever set...

Dealing with complaints: The Empathetic Complainer

I have previously spoken about Silent, Professional, Social and Aggressive complainers, all types of complainer that can intertwine with each other to create a very 'difficult' situation.  Now I want to talk about the type of complainer who most assume to be the easiest to...

Dealing with complaints: The Aggressive Complainer

I have already talked about Silent, Professional and Social Complainers, and now I get in to the territory of every employees nightmare - the Aggressive Complainer. An Aggressive Complainer is not all fists and fights as you may think - they can also be 'Passive Aggressive'...

Dealing with Damage in Hotels

It is a fact of life that every hotel at some point has a room 'trashed'.  I am not talking about someone just accidentally smashing a glass, or leaving a stain on the bedsheets (I just heard you 'eewwww'!); I am talking about damage that...

The Reality of Online Hotel Reservations

  One of the most convenient ways to book a hotel room online is through travel booking sites such as Expedia, Travelocity, and Orbitz. Although these websites provide a fairly quick and easy way to make a reservation and there are many sites to choose from,...

Augmented reality and hospitality… the next generation of hotels?

For anyone that knows me, I am a hospitality passionate geek who loves gadgets and fun new toys - particularly those that have an application within the hotel environment.  Having a usual muse around a variety of blogs today, I found a little post about...

Is TripAdvisor failing hoteliers?

2013 brings a hopefully prosperous new year for all hoteliers, but also inevitably means yet further growth of TripAdvisor; but is this behemoth of online reviews actually doing hoteliers any favours - does it even care about them? As almost any hotelier who uses TripAdvisor will...

Hotel rates and occupancy – why less is more

People I have worked with, and some revenue and business models I have seen, rely on (for want of a better phrase) 'packing people in' - generally fill the hotel as much as possible (sometimes overfill it) and then we will look brilliant...