Social media has fundamentally changed the consumer decision process, and in the last decade a more sophisticated view of how consumers engage with brands has emerged. This article describes this new consumer decision journey, and with examples from the tourism and hospitality sector, describes how savvy marketers are benefiting from social media engagement. READ MORE

On January 31, 2013, the U.S. Department of Justice ("DOJ") implemented revised regulations covering what is required by public accommodations to meet the Americans With Disabilities Act standards for accessible design. The new standards mandate for the first time that pools and spas be made accessible at most places of lodging, including hotels. Advocates for people with disabilities have made clear that the time has come for the hospitality industry to comply or face the risk of sinking in a pool of private lawsuits and federal enforcement actions. Here is what you need to know about the new ADA standards and what to do if your venue does not comply. READ MORE

A part of Glenwood Hot Springs, the world's largest hot mineral springs pool, Spa of the Rockies is an award-winning spa for good reason. Customers keep coming back for treatments they have a hand in creating. Guided by their own preferences, guests can choose ingredients and aromas for a customized treatment that is unique to each individual. Offering many options keeps spa guests engaged in their treatment, satisfied with the results and returning for the same treatment or to try something new. Either way, it's a win for both guests and the bottom line. READ MORE

Cupping, tarot card reading, glamour day, Thai massage, clinical sports massage, Chakra balancing, caviar facial and hypnotherapy… All wonderful spa treatments, but all on the same spa menu. Is this good business? Or is this a perfect example of a hotel spa trying to be all things to all people? The challenge hotel spas face is how to identify and then adapt to the needs and tastes of their guests without compromising the hotel's brand and the spa's identity within that brand. If this balance is not achieved, then the spa's product and services will be diluted, guests will be disappointed and ultimately revenue will decrease. READ MORE

As the leading luxury chain hotels continue to create amazing spa concepts to complement their beautiful properties throughout the untouched splendor of Africa, I suspect that they will be faced with serious challenges in finding suitable local spa therapists, if they wish to avoid the complications of hiring from abroad. But at the same time, this is a moment laced with great opportunity, should they decide to hire and - more importantly -- train the most motivated local applicants. READ MORE