How your hotel handles the guest relationship is one of the most critical components to running a successful property. Often, the approach that is taken with guests while they are on property is mirrored in the manner in which your property responds to online reviews. In this article, we break down some of the good, the bad, and the ugly responses that real hotels have made to negative online reviews and we discuss ways to limit the damage the original review may have caused, while also avoiding making things worse. READ MORE

The business of hotels is always in flux, consistently aiming to meet the growing needs of their guests, build loyalty and stand out from the crowd of competitors. With food expectations mounting, made popular via social media frenzy, the growing importance of food-rating apps and the heavy use of "top lists," providing round-ups of the best burger, ice cream cone or brunch in a state, city or neighborhood, travel destinations have had to tout their local food scene as a means to gain visitors. With hotels offering food and beverage options in highly-competitive markets, brands need to shift their restaurants to cater to the growing food culture. READ MORE

In today's interconnected world of marketing, social media remains a growing area for businesses to attract new customers on various platforms to grow their brand. Now companies in every industry are integrating Influencer Marketing within their campaigns as a new way to reach audiences on various platforms. As this practice evolves, there are various best practices that should be followed when executing an Influencer Marketing campaign such as picking the right platform and being aware of what metrics are crucial to monitor. This article will take you through the foundational do's and don'ts when it comes to working with an influencer to promote your business. READ MORE

Hoteliers must be plugged into social media 24/7 to know what's happening and be ready to provide meaningful and helpful posts when there's a crisis. Just as anyone with a social media account can post bad news, the same technology can enable organizations to defend themselves and share information that may help mitigate a crisis. Comprehensive social listening can help organizations gain insights about issues before they escalate into a crisis, provide advance warning that a crisis is brewing, help identify problem issues and provide enough information to develop a strategy to address them. READ MORE

Social media has opened up wonderful new opportunities for hoteliers, but has also exposed them to a range of new risks. Our reputations are closely linked to guest reviews, and our style of engagement affects how the public see our properties. Avenues for advertising have taken new shapes with the rise of social media influencers, while the forward march of technology and service trends is never-ending. It wouldn't be smart to plug your ears and ignore it all (as there is a lot of leverage to be gained through social media) but at what point does the noise become deafening? At one point should a hotel ignore the growing buzz and be loyal to its own identity? READ MORE