Guides for hotels
Types of VIP in hotels: VIP levels that mean something
The VIP categories hotels use, what each level should trigger for every team, and a VIP matrix you can adapt for your property.
From operations to memory: where hotel technology goes next
Hotel technology has transformed reservations, rates and payments. The guest relationship still lives in people's heads. Here is why that is changing.
Guest personalisation in luxury hotels: what it actually takes
What guest personalisation means in a luxury hotel, why it breaks down between teams and stays, and the habits that make it consistent.
How to capture guest preferences before arrival
A practical guide for hotel teams: what to ask guests before they arrive, when to ask it, and how to make sure the answers reach the right department.
Repeat guests and direct bookings: why remembering guests pays
Why returning guests matter for a hotel's direct bookings, what the latest European data shows, and why recognition is what brings guests back.