“A customer is always right” means it’s up to you to ACKNOWLEDGE their feeling and impression. They are right when it comes to their own...

How to go from online follower to loyal guest??? Create DESIRE before they book. Sell them what they WANT. Build EXCITEMENT before they...

Authentic TO brand, culture, destination, the needs of individual, shared love towards something; what’s your perspective you’re...

Kids or no kids? Even when children are welcome, hotels don’t do much to accommodate their needs and wants. Not this hotel though. They...

A picture is worth a thousand words. But a thousand words YOU want your guests to say. Think of senses you are trying to evoke with a...

What I recently experienced in customer service – SARCASM, proving their point, proving me wrong and rude, showing as if they were on top...

“You don’t rise to the level of your potential. You fall to the level of your practice.” Standardization exists to support you, whether...

You might pay something CHEAPER NOW, but it will COST YOU LATER. Lack of features means cheaper production therefore lower price, but...

NOT every idea is good for every business. It depends on what values you promote and build your business around. Offering and promising...

“New York luxury, New Jersey prices.” “Luxury for the wise, not the wealthy.” “Luxury has just had seggs with affordable, and then gone...

Selling is hard. It’s EASIER to produce something and provide a service than to sell it. BUT selling a service that is NOT as good as you...

IF A GUEST NEEDS TO ASK FOR SOMETHING, THEY ARE ALREADY PAYING EXTRA. In a today’s world, where luxury is about convenience and...

The recipe for delighted guests is easy to say, a bit harder to do. First deliver, than over deliver. That’s it. First give them what...

Unique hotel concepts just amaze you. They leave you in wonder or feel deeply touched. They are nothing like you’ve ever SEEN. Whether...

Even if your guests are similar which they should be, they do not all want the same. If you are marketing your hotel well, you will...