HOTEL BUSINESS REVIEW
JUNE FOCUS: Hotel Design

How Design Can Communicate the Owner's Vision When Rebranding the Guest Experience

By Jim Suggs Associate Vice President, CallisonRTKL | June 2014

The ongoing recovery from the “Great Recession” has not produced the flood of hotel property sales and associated major renovation projects in the United States that some in the hotel industry had anticipated based on past experiences. However, rebranding activity has remained fairly constant: just as renovating guest rooms is part of an ongoing cycle, so is rebranding. But as owners know, rebranding poses greater challenges than guest room renovations, and there is far more at stake in assuring the best possible outcome. The most successful projects hinge on a process in which the architecture team comes to the table without the baggage of a “signature style”... listens to and understands the owner's vision of the brand and intended guest... and develops a design that communicates the brand. Here is a look at this process and key areas where a rebranded design can make a big impact on the guest experience: the journey to the guest room, social space and technology. **Open Dialogue Informs Design** A successful rebranded design depends on the architecture team's ability to develop a deep understanding of the owner's vision of the brand and intended guest. While this may be obvious to the owner, it is not always an outcome of the design process. Certainly, the architecture team must read the owner's brand information and market research, and do independent research on the major concept driving the brand. Even more important, the team must listen—really listen—to the owner's vision of the brand and their patrons. And they must leave the firm's “signature style” on the baggage rack where it belongs. After all, every successful rebrand design is unique: it represents a particular moment in time, place, brand, and guest. To be most successful, the process requires that the owner's team and architecture team both be committed to participating in an open dialogue, developing design concepts by the architecture team, presenting more dialogue, refining, and so forth. Each working session might last two to three days, with further development after the conclusion of the sessions. Two or more rounds of working sessions will probably be required to develop a unique design that captures the owner's vision. At its best, this process can enable the owner and architecture team to explore ideas and discover solutions that neither may have considered. Sound Utopian? It's not: it really works. Think of some of the successful rebranding initiatives... Think of Joie de Vivre. All but one of their hotels has been an acquisition and rebranding—this is their niche business, and they do it well. They started with a focus on buying motel properties in the Bay Area for reasonable prices and rebranding them by performing cost-effective renovations for a hip, urban clientele. Think of Kimpton. Similarly successful in cost-effective rebranding, they focused on buying vintage hotels from San Francisco to the East Coast and turning each into a 'Monaco'—they even succeeded in rebranding a former 1970s-era office building in Chicago. **Prototype for a New, Limited Service Brand** RTKL Dallas recently developed a prototype for a new, limited service brand by Intercontinental Hotels Group called Even Hotels. Based on the concept of wellness, the brand intends to serve business and leisure travelers who maintain a healthy and active lifestyle. The hotel highlights are as follows: - Best in class, three-zone gym and in-room workout options - Natural interior elements like water features and terrariums - Healthy grab-and-go food, beverages, breakfast and light evening meals - Staff-led exercise activities The design of the prototype exhibits simple, clean modern lines, natural materials and calming colors. The rebranding will significantly transform an existing seven-story, 83,000-sf, 167-key Holiday Inn Express in Rockville, Maryland.

![alt text][1]
*The architecture team may need to consider creating a new approach to the building,
a new arrival/drop off experience, and opportunities for landscaping* **Recognizing and Managing the Constraints** Rebranding existing properties always poses challenges associated with constraints of the existing structure, site and zoning. Corporate design standards are sometimes difficult to meet in an older building, especially when they exceed the limitations of the existing mechanical/electrical systems. The structural grid is relatively fixed. These buildings typically were not designed with a foundation that would accept a vertical expansion, so an expansion is likely to be horizontal. In turn, a horizontal addition is likely to run into site constraints. The architecture team may need to consider creating a new approach to the building; a new arrival/drop-off experience and opportunities for landscaping to compensate for what might be lost. Every owner knows that municipal planning and zoning ordinances are very challenging. More and more municipalities are adopting new zoning standards that encourage increased density and mixed-use developments, which encourage pedestrian-friendly environments that do not create reliance on personal automobiles. However, those standards are sometimes written in a way that is so prescriptive or restrictive that they inhibit development of a unique rebranding design. The standards are not necessarily intended to have that effect, but the administrative process may hold the owner and architect to the letter of the law with little room for innovations that genuinely respect the spirit. These issues are more often encountered in new construction than rebranding projects, but at the very least, rebranding projects always seem to run into zoning issues with respect to signage. ![alt text][2]
*Rebranding is recreating lobbies and lounges as social spaces
where guests relax, meet and work.* The solution lies in strategic design and compromise Of course, rebranding often is dictated by corporate standards of design and service, which impose constraints on design decisions. It goes without saying: the brand's fundamental design standards must be met. Hotel executives understand that corporate constraints prevent a rebranding from being a true prototype. However, the design process, as described above, can arrive at a realistic solution that captures the spirit of the corporate design standards. For example, meeting a lighting standard may not be possible without adequate power available in the panels for that building, or the energy codes do not allow it. The owner may have to compromise on that standard. An even better solution is to work with the architectural team to rebalance the budget, enabling the use of LED lighting in that area. Meeting an aesthetic design standard may dictate a location and adjacency for a particular space, but this space may really need daylight to provide the desirable guest experience. Often the best solution requires moving or “trading” spaces. For example, an older hotel with a ballroom on an exterior wall is rebranded with the restaurant/lounge in that space, and the ballroom is moved to the interior. That said, owners are becoming interested in revisiting the traditional daylighted ballroom, without losing the opportunity to use this space for conferences as well. Architectural teams are achieving it through design solutions that take advantage of sophisticated mechanical solutions to shut out the daylight. However, when rebranding an existing building, a daylighted ballroom never trumps a daylighted restaurant. ![alt text][3]
*An older hotel with a ballroom and an exterior wall
can be rebranded as a restaurant/lounge area.* **The Meeting of Social Space and Technology** Design of social space is undeniably important in communicating the owner's rebranding vision. The space that was traditionally given over to the guest “business center” is being transformed into social space. After all, the smart phone is a pocket business center. Even laptop users do not want to be stuck in a business center. They want to be free to go anywhere. Rebranding is recreating lobbies and lounges as social spaces where guests relax, meet and work. Architectural and interior design solutions are incorporating the fiber optic infrastructure, wireless broadband technology and special furnishings that enable social space and business technology to meet. For example, some hotel lobby spaces include communal tables, with power outlets and data ports, often at bar-table height. It's not unusual to hear the former “lobby” described as a “living room” to connote the social or work-play nature of the space. In fact, rebranding is enabling the use of digital technology everywhere, from reservation to check-in to guest room door access to energy, lighting and TV control. **The Journey to the Guest Room** Design also communicates the rebranding vision at key mileposts in the journey to the guest room: curbside arrival, check-in and, surprisingly, the guest floor corridors. **Curbside arrival:** logistics create a lasting first impression. Even if the guest has made a reservation by telephone and viewed the images and copy on the website, curbside arrival is his or her first three-dimensional experience of the brand. What does this guest desire and anticipate—and how does the arrival experience deliver on the brand's promise? Yes, the design — including scale and materials of the facade, porte-cochere and entrance, signage and lighting — work hand in glove with the presence or absence of parking valets, bell staff and door staff to communicate the brand. These are undeniably important. So are the logistics of the arrival experience, which depends on space planning that includes the following aspects: - Vehicular circulation that enables self-parking guests to intuit the route to the parking garage or surface parking area. Space for a queue of private cars, taxis, and perhaps also buses, airport and/or hotel limousines. - Space for arriving guests and valets to efficiently move cars out of the drop-off area without gridlock. Space between the curb and building to allow the bell staff to neatly and safely store carts and carry out their duties without getting in the guest's way, whether they are couples and families on vacation or single business travelers. - Similarly, pedestrian circulation that enables guests entering and exiting to intuit how to get where they are going, avoiding confusion and delays. These may seem like mundane operational issues, but they are essential to a positive arrival experience and a good first impression. Certainly, rebranding an existing property can be challenging in this respect if the new spatial requirements greatly differ and there is little flexibility to reconfigure the site. **Reception/Check-in:** The architecture also works with staff culture to communicate the new brand with respect to personal service versus guest independence in the following ways: - A fairly monumental, formal one-piece reception desk with three people behind it is very different from three individual check-in stations which conveys a more intimate relationship with the person behind it because of the ability to step around it, greet and shake hands. - If the single desk is in a grand hall, then it could “feel” much like an airline ticketing counter, and like many airline travelers, many guests are likely to opt for self check-in if there is a kiosk available (or a smart phone app that does the job). - However, if the space scales down over the big desk, and there are details of texture and more subdued lighting, then guests will perceive it as a place where they will receive personal attention as staff checks them in. **The Guest Floor Corridor:** a Surprisingly Rich Opportunity to Differentiate the New Brand.: While effective application of the new brand standards in terms of furniture, fixtures and equipment cannot be underestimated, the layout and design of the guest room in an existing building are difficult, if not cost-prohibitive to reconfigure. The guest room corridor and door drops are a different story, and an opportunity that is often overlooked. Consider the possibilities to rebrand the character of the experience in the following ways: - Lower or perhaps raise the corridor ceiling, depending on the layout of the fire sprinkler system and air handling system, to create intimacy or a sense of greater volume and space. - Choose bright or subdued lighting; overhead lighting or wall sconces at the door drops... or in between. - Choose a colorful palette or serene, monochromatic palette... patterns or solid colors... smooth or richly textured wall finishes ... natural or high-tech materials. - Continue the rebranded image at the door drop with an appropriate choice of door and hardware. The most successful rebranding projects hinge on a process in which the owner and architecture team collaborate in developing a design that communicates the brand. And when the design effectively communicates the owner's rebranding vision, the guest will say,, “What a great 'new' hotel!” [1]: http://www.hotelexecutive.com/images/business_review/suggs_june_1b.jpg [2]: http://www.hotelexecutive.com/images/business_review/suggs_june_1a.jpg [3]: http://www.hotelexecutive.com/images/business_review/suggs_june_1c.jpg [4]: http://www.hotelexecutive.com/images/business_review/suggs_june_1b.jpg

Terms & Conditions

The following are terms of a legal agreement ("Agreement") between you and HotelExecutive. By accessing, browsing and/or otherwise using this web site, HotelExecutive, you acknowledge that you have read, understood and agreed to be bound by these terms and conditions, and to comply with all applicable laws and regulations, including U.S. export and re-export control laws and regulations. If you do not agree to all of these terms and conditions, you may not access, browse and/or use HotelExecutive. The material provided on HotelExecutive is protected by law, including, but not limited to, United States copyright law and international treaties.

These terms of access apply to your access to and use of HotelExecutive and do not alter in any way the terms and conditions of any other agreement you may have with HotelExecutive for products, software, services or otherwise, unless otherwise directed by HotelExecutive. If you breach any of these terms and conditions, your authorization to use HotelExecutive automatically terminates and you must immediately destroy any downloaded or printed materials and discontinue use of any hyperlinks to HotelExecutive.

1. USE RESTRICTIONS

Copyright. All Site materials, including, without limitation, text, pictures, graphics and other files and the selection and arrangement thereof are copyrighted materials of HotelExecutive © 1996-2016, ALL RIGHTS RESERVED, or by the original creator of the material. Permission is granted to display and use the materials on HotelExecutive for private individual, educational and noncommercial use only, provided you do not modify the materials and that you retain all copyright and other proprietary notices contained in the materials. You may not, however, distribute, copy, reproduce, display, republish, download, or transmit any material on HotelExecutive for commercial use without prior written approval from HotelExecutive. You may not "mirror" any material contained on HotelExecutive on any other server without prior written permission from HotelExecutive. Any unauthorized use of any material contained on HotelExecutive may violate copyright laws, trademark laws, the laws of privacy and publicity and communications regulations and statutes.

Trademarks

The trademarks, service marks, trade names and logos (the "Trademarks") used and displayed on HotelExecutive are registered and unregistered Trademarks of HotelExecutive. In addition, all page headers, custom graphics, icons and scripts are service marks, trademarks and/or trade dress of HotelExecutive, and may not be copied, imitated or used, in whole or in part, without the prior written permission of HotelExecutive. You acknowledge that the Trademarks used and displayed on HotelExecutive are and shall remain the sole property of HotelExecutive or the Trademark owner. Nothing in this Agreement shall confer any right of ownership of any of the Trademarks in you. Further, nothing in HotelExecutive shall be construed as granting, by implication, estoppel or otherwise any license or right to use any Trademark used or displayed on HotelExecutive, without the express written permission of HotelExecutive or the Trademark owner. The misuse of the trademarks displayed on HotelExecutive, or any other Content on HotelExecutive, is strictly prohibited.

Hyperlinks

You are granted a limited, nonexclusive right to create a hypertext link to HotelExecutive provided that such link is to the entry page of HotelExecutive and does not portray HotelExecutive or any of its products or services in a false, misleading, derogatory, or otherwise defamatory manner. This limited right may be revoked at any time for any reason whatsoever. You may not use framing techniques to enclose any Company trademark, logo or trade name or other proprietary information including the images found at HotelExecutive, the Content of any text or the layout/design of any page or any form contained on a page without HotelExecutive's express written consent. Links to third party sites on HotelExecutive are provided solely as convenience to you. If you use these links, you will leave HotelExecutive. HotelExecutive has not reviewed all of these third party sites and does not control and is not responsible for any of these sites, their Content or their policies, including, without limitation, privacy policies or lack thereof. HotelExecutive does not endorse or make any representations about third party sites or any information, software or other products or materials found there, or any results that may be obtained from using them. If you decide to access any of the third party sites linked to HotelExecutive, you do so entirely at your own risk. You acknowledge and agree that HotelExecutive shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by, or in connection with the use of or reliance on any such third party sites.

Downloadable Materials

Any software, including codes or other materials that are made available to download from HotelExecutive, is the copyrighted work of HotelExecutive and/or its suppliers and affiliates. If you download software from HotelExecutive, use of the software is subject to the license terms in the software license agreement that accompanies or is provided with the software. You may not download or install the software until you have read and accepted the terms of the applicable software license agreement. Without limiting the foregoing, copying or reproduction of the software to any other server or location for further reproduction or redistribution is expressly prohibited unless otherwise provided for in the applicable software license agreement in the case of software, or the express written consent of HotelExecutive in the case of codes or other downloadable materials.

Limited Access

Except as otherwise expressly permitted by HotelExecutive, any access or attempt to access other areas of HotelExecutive computer system or other information contained on the system for any purposes is strictly prohibited. You agree that you will not use any robot, spider, other automatic device, or manual process to "screen scrape," monitor, "mine," or copy the Web pages on HotelExecutive or the Content contained therein without HotelExecutive's prior, express, and written permission. You will not spam or send unsolicited e-mail to any other user of HotelExecutive for any reason. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of HotelExecutive. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on HotelExecutive's infrastructure.

Additional Use Restrictions

You shall not post, transmit, e-mail, re-transmit or store material on or through any of the services provided by HotelExecutive (the "Services") which, in the sole judgment of HotelExecutive: (i) is in violation of any local, state, federal or non-United States law or regulation, (ii) is threatening, obscene, indecent, defamatory or that otherwise could adversely affect any individual, group or entity (collectively, "Persons") or (iii) violates the rights of any person, including rights protected by copyright, trade secret, patent or other intellectual property or similar laws or regulations including, but not limited to, the installation or distribution of "pirated" or other unauthorized photos or software products that are not appropriately licensed for use by you. You shall be responsible for determining what laws or regulations are applicable to its use of the Services. In addition, you may only use the Services in a manner that, in HotelExecutive's sole judgment, is consistent with the purposes of such Services. If you are unsure of whether any contemplated use or action is permitted, please contact HotelExecutive at editor@HotelExecutive By way of example, and not limitation, the following uses described below of the Services are expressly prohibited:

A. upload, post, e-mail or otherwise transmit any information, data, text, software, music, sound, photographs, graphics, video, messages or other materials (collectively, "Content") that is unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another's privacy, hateful, sexually intolerant or racially, ethnically or otherwise objectionable;

B. impersonate any person or entity, including, but not limited to, a Company official, forum leader, guide or host, or falsely state or otherwise misrepresent your affiliation with a person or entity;

C. forge headers or otherwise manipulate identifiers in order to disguise the origin of any Content transmitted through the Services or develop restricted or password-only access pages, or hidden pages or images (those not linked to from another accessible page);

D. upload, post, e-mail or otherwise transmit any Content that you do not have a right to transmit under any law or under contractual or fiduciary relationships such as inside information, proprietary and confidential information learned or disclosed as part of employment relationships or under nondisclosure agreements;

E. upload, post, e-mail or otherwise transmit any Content that infringes any patent, trademark, trade secret, copyright or other proprietary rights of any party;

F. upload, post, e-mail or otherwise transmit any unsolicited or unauthorized advertising, promotional materials, "junk mail," "spam," "chain letters," "pyramid schemes" or any other form of solicitation;

G. upload, post, e-mail or otherwise transmit any material that contains software viruses, worms or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment;

H. interfere with or disrupt the Services or servers or networks connected to the Services, or disobey any requirements, procedures, policies or regulations of networks connected to the Services;

I. intentionally or unintentionally violate any applicable local, state, national or international law, including, but not limited to, regulations promulgated by the U.S. Securities and Exchange Commission, any rules of any national or other securities exchange, including, without limitation, the New York Stock Exchange, the American Stock Exchange or the NASDAQ, and any regulations having the force of law;

J. 'stalk' or otherwise harass another user of HotelExecutive or Company employee or official;

K. promote or provide instructional information about illegal activities, promote physical harm or injury against any group or individual, or promote any act of cruelty to animals. This may include, but is not limited to, providing instructions on how to assemble bombs, grenades and other weapons, and creating "Crush" sites; and

L. effecting security breaches or disruptions of Internet communication. Security breaches include, but are not limited to, accessing data of which you are not an intended recipient or logging into a server or account that you are not expressly authorized to access.

M. advertising to, or soliciting any user of HotelExecutive to buy or sell any products or services through the unauthorized or impermissible use of the Services. You may not transmit any junk email or chain letters to other users. If you breach this Agreement and send unsolicited bulk email, instant messages or other unauthorized commercial communications of any kind through the Services, you acknowledge that you will have caused substantial harm to HotelExecutive, but that the amount of such harm would be extremely difficult to ascertain. As a reasonable estimation of such harm, you agree to pay HotelExecutive $500 for each such unsolicited email or other unauthorized commercial communication you send to each user through the Services.

2. DISCLAIMER WARRANTY

HotelExecutive, including all software, functions, materials, and information is provided "as is" without warranties of any kind, either express or implied. HotelExecutive disclaims all warranties, express or implied, including, but not limited to, warranties of non-infringement and implied warranties of merchantability, fitness for a particular purpose, non-infringement, title, merchantability of computer programs, data accuracy, system integration, and informational Content. HotelExecutive does not warrant or make any representations regarding the operation of HotelExecutive, the use, validity, accuracy or reliability of, or the results of the use of the materials on HotelExecutive or any other sites linked to HotelExecutive. The materials of HotelExecutive may be out of date, and HotelExecutive makes no commitment to update the materials at HotelExecutive. HotelExecutive does not and cannot guarantee or warrant that the files available for downloading from HotelExecutive, if any, will be free from infection, viruses, worms, Trojan horses, or other code that manifest contaminating or destructive properties. HotelExecutive does not warrant that HotelExecutive, software, materials, products, or services will be uninterrupted or error-free or that any defects in HotelExecutive, software, materials, products, or services will be corrected.

3. LIMITATION OF LIABILITY

In no event will HotelExecutive, its suppliers or other third parties mentioned at or in HotelExecutive be liable for any damages, including, without limitation direct, indirect, special, incidental, or consequential damages, damages resulting from lost profits, lost data or business interruption arising out of relating to the use, inability to use, or resulting from the use of HotelExecutive, any web sites linked to HotelExecutive, the materials, software or other information contained in any or all such sites, whether based on warranty, contracts, statutes, regulations, tort (including but not limited to, negligence) or any other legal theory and whether or not advised of the possibility of such damages. If your use of the materials or information from HotelExecutive results in the need for servicing, repair or correction of equipment or data, you assume all costs thereof.

4. REVISIONS TO THIS AGREEMENT

HotelExecutive may revise this Agreement at any time without notice by updating this posting. By using HotelExecutive you agree to be bound by any such revisions and should therefore periodically visit HotelExecutive and page to determine the then current Terms of Access and Use conditions of use to which you are bound.

5. TRANSMISSIONS

Any idea you transmit to or post on HotelExecutive by any means will be treated as non-confidential and non-proprietary and may be disseminated or used by HotelExecutive or its affiliates for any purpose whatsoever, including, but not limited to, developing and marketing products. You are prohibited from posting or transmitting to or from HotelExecutive any unlawful, threatening, libelous, defamatory, obscene, scandalous, inflammatory, pornographic, profane material or any other material, including but not limited to any material that could give rise to any civil or criminal liability under both domestic and international law.

6. YOUR WARRANTIES

You warrant to HotelExecutive that:

You are the sole owner of all rights in the materials posted or uploaded by you (including all related copyrights) or that you have the absolute right to license their use as provided in this section. While you will retain ownership of the copyright in the materials posted or uploaded by you, you agree that all materials posted or uploaded by you shall become part of a database, and that HotelExecutive will own the compilation copyright in that database. In addition, you hereby grant HotelExecutive a perpetual, worldwide, irrevocable license to use, reproduce, modify, publish, publicly perform, publically display and distribute such materials, and portions of such materials and any derivative works created from such materials, in print, electronic and other media, by any means now known or developed in the future. We may sublicense all of our rights and licenses or assign them to third parties. Neither HotelExecutive nor any third party using the materials in accordance with this section will be obligated to pay you any royalties or other compensation for use of the materials.

You will comply with these Terms of Access and Use including, without limitation, the USE RESTRICTIONS set out in Section 3 above;

You agree to indemnify and hold HotelExecutive harmless from any claim or damages (including any legal fees in relation to same) made by a third party in respect of any matter in relation to or arising from your use and/or membership arising from any breach or suspected breach of these Terms of Access and Use by you or your violation of any law or the rights of any third party.

7. ACTIONS WE MAY TAKE AT OUR SOLE DISCRETION

HotelExecutive may take any or all of the following actions at our sole discretion:

Remove any member profile (including photographs) or other material that, in our sole discretion may be inappropriate or we suspect to be illegal, subject us to liability or which may violate these Terms of Access and Use or where required to do so by law;

Issue members with verbal or written warnings and may take such further action as we deem appropriate if such warnings are not heeded;

Suspend or terminate a member's access to the members's area of HotelExecutive or a member's account without notice at any time;

Inform the appropriate authorities and provide them with information regarding any suspected illegal activity; or bring legal action against a member or other user of HotelExecutive in relation to any breach of these Terms of Access and Use or any illegal or suspected illegal activity.

8. GOOD SAMARITAN CONTENT AND COMPLAINT PROCEDURES POLICY

A. Policy

We have provided opportunities for you to contribute Content to our Site. It is our policy, however, not to allow any Content which may constitute intellectual property infringement; violations of federal, state, or local law; obscene or defamatory material, or may otherwise be unacceptable or inappropriate. Upon learning of such Content, we will attempt, and you hereby give HotelExecutive the right, to delete, edit, remove, disable, change, or restrict access to or the availability of the Content, which in our sole discretion, is otherwise unacceptable or objectionable. We may or may not notify you about what action we take with respect to the disputed Content. The provisions of this section are intended to implement this policy but are not in any way intended to impose a contractual obligation upon us to undertake, or refrain from undertaking, any particular course of conduct.

B. Complaint Procedures

If you believe that another user or other third party has posted Content which violates this policy or specifically the USE RESTRICTIONS in Section 3 above, you may notify HotelExecutive via e-mail at editor@HotelExecutive . In order to allow HotelExecutive to respond effectively, please provide HotelExecutive with as much information as possible in your correspondence, including: (1) the nature of the right infringed or violated (including any applicable registration numbers of the federally-registered intellectual property allegedly infringed), if applicable, or the unacceptable or inappropriate Content; (2) all facts which lead you to believe that a right has been violated or infringed, if applicable; (3) the precise location where the offending Content is located; (4) any grounds to believe that the party or user which posted the Content was not authorized to do so or did not have a valid defense (including the defense of fair use), if applicable; (5) if known, the identity of the party or user who posted the infringing, offending, or inappropriate Content; and (6) in the case of alleged copyright infringement claims, information sufficient to identify the work and your claims to ownership.

C. Indemnification/Waiver of Certain Rights

By contacting HotelExecutive and complaining of an alleged violation, you agree that the substance of your complaint shall constitute a representation made under the pains and penalties of perjury pursuant to the laws of the State of California. In addition, you agree, at your own expense, to defend and indemnify HotelExecutive and hold HotelExecutive harmless against all claims which may be asserted against HotelExecutive, and all losses incurred, as a result of your complaint and/or our response to it.

D. Waiver of Claims and Remedies

We expect all users of our Site to take responsibility for their own actions and cannot and do not assume liability for any acts of third parties which take place at our Site. By utilizing the Good Samaritan procedures set forth herein, you waive any and all claims or remedies which you might otherwise be able to assert against hotelexecutive under any theory of law (including, but not limited to, intellectual property laws) that arise out of or relate in any way to the content at hotelexecutive or our response, or failure to respond, to a complaint.

E. Investigation/Liability Limitation

You agree that we have the right, but not the obligation, to investigate any complaint received. By reserving this right, we do not undertake any responsibility in fact to investigate complaints or to remove, edit, disable or restrict access to or the availability of Content. We will not act on complaints that we believe, in our sole discretion, to be deficient, incomplete, or otherwise questionable. If you believe that Content remains on HotelExecutive which violates your rights, Your sole and exclusive remedy shall be against the user or other party responsible for said content, not against HotelExecutive. your sole and exclusive remedy against HotelExecutive shall be to terminate your use of HotelExecutive and service.

Digital Millennium Copyright Act Compliance. As set forth in Subsection (b), you must contact our agent if you believe that a work protected by a U.S. Copyright which you own has been posted on our Site without authorization or that our Site, in some material way, contributes to its infringement. It is our policy in appropriate circumstances, if possible, to terminate the access rights of repeat infringers and other users who use HotelExecutive in an inappropriate or objectionable manner.

9. COOPERATION WITH LAW ENFORCEMENT

HotelExecutive reserves the right to fully cooperate with any law enforcement authorities or court order requesting or directing HotelExecutive to disclose the identity or other information regarding any user or member alleged by any governmental entity to be using HotelExecutive or any Content or materials available in, at, through or in association with HotelExecutive in violation of any law or regulation, or in violation of this Agreement, including, without limitation, the posting of e-mail messages, or publishing or otherwise making available any such materials. By accepting this agreement you waive and hold harmless HotelExecutive from any claims resulting from any action by HotelExecutive during, or as a result of, its investigations, and from any actions taken as a consequence of investigations by either HotelExecutive or law enforcement authorities

10. APPLICABLE LAWS, VENUE, JURISDICTION & MANDATORY ARBITRATION

If any provision(s) of this Agreement is held by a court of competent jurisdiction to be contrary to law, then such provision(s) shall be construed, as nearly as possible, to reflect the intentions of the parties with the other provisions remaining in full force and effect. HotelExecutive's failure to exercise or enforce any right or provision of this Agreement shall not constitute a waiver of such right or provision unless acknowledged and agreed to by HotelExecutive in writing. The section titles in this Agreement are solely used for the convenience of the parties and have no legal or contractual significance. This Agreement may be assigned in whole or in part by HotelExecutive. This Agreement may not be assigned in any manner by you without the express, prior written permission of HotelExecutive.

Any and all disputes or controversies of any kind, including but not limited to any performance, duty, obligation or liability arising under or related to this Agreement which are not first resolved informally, shall be determined by binding arbitration in San Francisco, California, in accordance with the rules of the American Arbitration Association. The final award in any such arbitration proceeding shall be subject to entry as a judgment by any court or competent jurisdiction, provided that such judgment does not conflict with the terms and provisions hereof. The jurisdiction of the arbiter (or arbiters) with respect to legal matters shall be limited only by the statutory and common law of the State of California and the United States.

Notwithstanding the foregoing, any and all disputes, which the parties cannot informally resolve, regarding the scope of issues or matter with the jurisdiction of the arbitrator, shall be resolved by a separate dispute resolution process whereby HotelExecutive, in its sole discretion shall elect the dispute to be resolved by either (1) a court of competent jurisdiction in the State of California or (2) a panel of three new arbitrators.

This Agreement shall be governed by and construed in accordance with the laws of the State of California notwithstanding any conflict of laws provisions. You and HotelExecutive agree that the venue for all legal disputes, controversies, actions of any kind arising under or related to this Agreement shall be San Francisco, California. You and HotelExecutive further agree that in case of any litigation regarding this Agreement, you irrevocably and unconditionally (i) consent to submit to the exclusive jurisdiction of the state and federal courts in the County of San Francisco, California for any litigation or dispute arising out of or relating to this Agreement, (ii) agree not to commence any litigation arising out of or relating to this Agreement except in the California Courts, (iii) agree not to plead or claim that such litigation brought therein has been brought in an inconvenient forum, and (iv) agree the California Courts represent the exclusive jurisdiction for all litigation relating to this Agreement.

11. MEMBERSHIP FEES

Hotel Business Review Subscriptions

If you choose to purchase a subscription, member subscription payments can be made in U.S. Dollars, as well as a variety of international currencies. Membership terms are Annual Recurring, and Monthly Recurring. The Annual Recurring subscription is an annual commitment and subscribers will be charged each consecutive billing cycle. Annual Recurring subscriptions can be cancelled after the first billing cycle and within 30-days of the billing date for a full refund. Monthly Recurring subscriptions are ongoing and subscribers will be charged each consecutive monthly billing cycle. Monthly Recurring subscriptions can be cancelled after the first month and within 7 days of the monthly billing cycle for a full refund.

12. PAYMENT AUTHORIZATION

Payment for the services provided to you in, at, through or in association with HotelExecutive may be made by automatic credit card, debit card, direct debit, bankwire or Paypal and other approved payment means offered in, at, through or in association with HotelExecutive, and you hereby authorize HotelExecutive and its agents to transact such payments on your behalf.

You hereby authorize HotelExecutive's Internet Payment Service Provider to charge your credit card to pay for your membership to HotelExecutive. You further authorize HotelExecutive's Internet Payment Service Provider to charge your credit card for any and all purchases of products, services in association with HotelExecutive. You agree to be personally liable for all charges incurred by you in association with your access or other use of any content provided by HotelExecutive or any third party in association with HotelExecutive. You acknowledge and agree that your liability for all such charges shall continue after termination of your access or any type of membership arrangement with HotelExecutive.

In the event that you have chosen to have your membership automatically rebilled, unless and until you notify HotelExecutive that you wish to cancel or terminate your membership to HotelExecutive, you hereby agree and authorize HotelExecutive's Internet Payment Service Provider to automatically renew your membership to HotelExecutive on a continuing basis and to charge your credit card (or other payment means you have selected) to pay for the ongoing cost of your membership. You hereby further authorize HotelExecutive's Internet Payment Service Provider to charge your credit card (or other approved payment means you have selected) for any and all purchases of products, services and entertainment provided to in, at, through or in association with HotelExecutive.

13. PRIVACY POLICY

The following is the Privacy Policy for HotelExecutive

We can be reached via telephone, email, or online at our contact page. When you visit our site we do not log any information regarding your domain or email address. Information Sharing: We do not share user information with any third parties other than via press release distribution as described below.

Hotel Newswire is a newswire service that distributes press releases on behalf of our users. If you decide to submit a press release for distribution through our system we will transmit your entire press release including any personal information therein contained to our media contacts and online distribution points including search engines. This is the only redistribution of your information that we engage in. Your submission of press releases through our system indicates consent with this policy. The information we collect during your registration process is used to notify users about updates to our service and inform users of any special events hosted by Hotel Newswire. This information is not shared with other organizations for commercial or non-commercial purposes.

Cookies: Our system requires the use of cookies to enable the user to log back into our website to access information from the newswire, without having to log in each time using the required username and password.

If you do not want to receive email from us in the future, please let us know by following instructions included in our communication with you. Users who supply us with telephone numbers online may receive telephone contact from us regarding their account, or informing them of new products and services available on the HotelExecutive website. If you do not wish to receive such telephone calls, please edit your account and remove your phone number from your account profile. This can be done from your user account menu.

Ad Servers: We do not partner with or have any relationship with any ad server companies. From time to time, we may use customer information for new uses not previously disclosed in our privacy notice. If our information practices change at any time, we will post the policy changes to our website to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our website periodically.

Upon request we provide site visitors with access to all information (including proprietary information) that we maintain about them. Users can access this information by logging in to their account.

Security: We always use industry-standard encryption technologies while transferring and receiving user data exchanged with our site. We have appropriate security measures in place in our physical facilities to protect against the loss, misuse, or alteration of information that we have collected from you on our site. We do not store credit card information in our systems.

If you feel that this site is not following its stated information policy, you may contact us.

Receive our Newsletter

Unplugging in the Digital Age: the Revolution of Automated Massage Technology

By Brynn Scarborough, President & Chief Executive Officer, WellnessJK

We are dominated by the relentless surge of advanced technology, where constant notifications flood our phone and computer screens, and digital demands invade every aspect of our personal lives, and the search for authentic, quiet opportunities to disconnect has become an ongoing pursuit. Amidst this constant digital barrage, finding small moments for genuine relaxation is not just a simple luxury but a true necessity. In this complex digital age, where screens dictate all of our time and attention, the therapeutic power of relaxing massage therapy emerges as a healthy escape, a reminder to unplug from our devices, and provides...

Nurturing Diversity and Inclusion in the Hospitality Industry

By Cynthia Schuler, Principal, IntegriStar HR Consulting

Before promoting an environment of diversity and inclusion, leaders in the hospitality industry must support the mission of creating and nurturing internal environments that are diverse and inclusive where all employees will thrive and successfully serve their external clients at an optimal level. To nurture diversity and inclusion, leaders must first commit to the mission of building a diverse workforce to service diverse clients. Only then will they be able to build their strategic plan around the vision of the organization as it relates to diversity and inclusion. Leaders will then have the ability to integrate diverse, equitable, and inclusive...

Hotel Marketing Trends to Help Increase Revenue Throughout the Year

By Kara Freedman, Complex Director of Marketing, Conrad New York Downtown & Conrad New York Midtown

The hotel industry has gone through a tremendous amount of change since March 2020. Depending on what market the hotel resides in, the ebbs and flows have varied by year and seasons, but as we enter into the end of 2024, things have leveled out. We, as an industry, have identified new need periods as a result, and can leverage marketing to help increase revenue with three key elements: consistency, planning and impact. Consistency is key in marketing. Maintaining uniform branding, imagery and messaging across all channels helps build trust with past and present guests. Relevant and regular...

Revolutionizing Tour Operation Management: Innovative Solutions for Hospitality Challenges

By Alex Barros, Chief Marketing & Innovation Officer, BEONx

Tour Operators: Vital Partners in Hospitality Embarking on a journey is not just about reaching a destination; it’s about immersing oneself in an experience that resonates long after the bags are unpacked. Tour operators create comprehensive tour packages for travelers, managing every aspect of a trip to ensure a seamless and enjoyable experience. They pre-plan all essential elements, including transport facilities such as flights, land transfers, and ferries, as well as accommodation, activities, and excursions. Additionally, they arrange meals and beverages, travel insurance, and offer assistance and guidance throughout the journey. This meticulous attention to detail allows travelers...

Scrolling to Selling: A Hotel Social Media Playbook

By Amy Draheim, Founder, ABD Creative

Social media marketing is a bit like sowing a garden. You don’t toss seeds in the dirt and expect to be slicing into heirlooms the next day. But if you work to create healthy soil and add fertilizer when it makes sense to do so, a healthy crop will take root and create the potential for bigger, better yields, year over year. There are a few different ways to navigate the social media landscape to drive top funnel interest and revenue, starting with the long game. Organic social media casts a wide net to an audience of people who...

Navigating Economic Turbulence: Financing Challenges and Opportunities in the Hotel Industry

By Shivan Perera, Managing Director of CRE, Bridge Marketplace

Most economists agree that a soft landing is imminent despite uncertainty about future rate cuts. What remains to be seen, however, is the glidepath to that landing. The final approach to a 2% inflation target has proved to be difficult and long. Against the backdrop of the hotel industry, the challenges associated with higher interest rates are present on two fronts. First, interest rate risk remains a standing issue as rates reset from deals that originated in 2020 and 2021, leading to margin compression. Second, hotels face higher costs as they try to finance overdue property improvements. It...

Recruitment Resources and Frameworks: Talent Management and Outsourcing Opportunities!

By Robert O'Halloran, Professor & Director, Hospitality Management, East Carolina University

Work force needs, recruitment and staffing have long been significant challenges in the hospitality industry. Despite its role as the main contributor to the national income in many countries, the hospitality industry has been facing issues linked to low productivity, high turnover and limited personnel capabilities. This issue has also been compounded by the COVID-19 pandemic and recovery to pre-pandemic employment levels is still a goal. Lodging decision makers and recruitment specialists need to plan and assess recruitment and staffing models, agencies, costs, environment, morale, and the effectiveness of talent acquisition alternatives. David Kong, former CEO of Best Western...

HOTEL BUSINESS REVIEW JUNE FOCUS: Hotel Design

How Design Can Communicate the Owner's Vision When Rebranding the Guest Experience

By Jim Suggs Associate Vice President, CallisonRTKL | June 2014

Terms & Conditions

Receive our Newsletter

HOTEL BUSINESS REVIEW
JUNE FOCUS: Hotel Design