Not every company out there has your best interests at heart, but it isn't always easy to tell if - or when - you've been deceived. In order to spot misleading marketing practices, hotels need to know and ask the right questions. We have detailed three examples that hotels can focus on when dealing with digital partners to ensure data transparency and to avoid long-term scams that prey on operators' trust and budgets. This way, hotels can focus on providing the best possible guest experience while trusting their digital partnerships are doing everything they can to improve business, particularly during difficult periods. READ MORE

Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky. READ MORE

As the battle between traditional hoteliers and alternative lodging providers heats up, the major players are experimenting with how to jump into each other's markets. In this article we explore how established and emerging brands stay true to the "experience promise" that remains critical to achieving customer satisfaction objectives and loyalty -- even as travel behaviors evolve. READ MORE

It is most effective when a company's branding aligns with the experience found within the establishment, giving consumers a full experience. Mark Natale, Smarthinking Inc.'s chief executive officer, says that to be successful, you must take the time to define your brand terms. In his authored piece, he details the crucial questions you should be asking yourself in order to create an unforgettable hospitality brand. READ MORE

How can hotels give guests the personalized and memorable experiences they want? Is Alexa the answer? What about Siri? Or maybe Cortana? Can any of them give hospitality and deliver those immersive experiences so you can delight your guests and improve your team's productivity. And what about privacy policies? Will a hotel be able to use Alexa to eavesdrop? These are the questions that every hotel will have to answer – and soon. READ MORE