Guest Service & Satisfaction

Guest messaging to the rescue! How independent hotels master service recovery with Kipsu

Rectifying a bad experience can turn a one-timer into a regular and improve your customer retention, because righting a wrong builds trust. If your guest can trust that, in the event of a mess up, your staff will show up strong, that’s something to write home about. 

Preparing your hotel for peak summer travel

It’s that time of year - families are planning vacations, road trips are picking up, and guests are eager to relax and enjoy their time away from home. Yes, summer is the busiest season for hotels, and you want to see your guest satisfaction scores rise with the temperature, so let’s make sure you are prepared for the traffic. From staying ahead of maintenance issues, to seamless guest communication, here are a few ways you can prepare for the summer and make the season as stress-free as possible. 

Routine costs refined: how hotels can reduce routine expenses without compromising the experience

By reviewing operational costs regularly and making small, intentional adjustments, hotels can reduce waste, improve efficiency, and strengthen profitability - all while still maintaining a focus on the guest experience.

Sonja Swanson

February 2, 2026

Crafting immersive guest experiences at your hotel

5 tips to help guests experience your city like a local

As the demand for immersiveness continues to rise, use these tips to bring them into your world and a once-in-a-lifetime experience.

Sonja Swanson

January 12, 2026

Hospitality humanized: the value of authentic experiences

How authentic engagement is redefining the guest experience

By engaging with guests more deeply and empowering teams to be themselves, hotels can deliver experiences that feel real, authentic, and truly one of a kind.

Sonja Swanson

January 5, 2026

3 Ways hotels can improve the experience for international guests

Take your customer service to the next level with these tips

As international travel continues to increase, hotels can expect to see more guests from all over the world. This growing trend is a fun opportunity for travelers to explore a new country, and for you and your hotel team to connect with a wide range of people. It’s also an opportunity to improve your guest service to cater your international guests with respect and personalization. Here are three ways you can level-up their guest experience.

Sonja Swanson

November 10, 2025

10 ways hotels can support families during the holiday season

Elevate your hotel’s holiday hospitality and win over traveling families

For many families, the holidays are a time for togetherness: Thanksgiving dinners around the table, Christmas mornings in matching pajamas, and New Year’s countdowns with loved ones. And for some families, these moments start with travel. This is a golden opportunity to create experiences that not only ease the stress of family travel, but also sprinkle in a little holiday magic. Here are 10 ways hotels can deliver festive, family-centered hospitality during the holiday travel season.

Sonja Swanson

October 27, 2025

5 Hospitality “horror” stories your hotel can avoid

Don’t let negative reviews scare away your guests

Your hotel staff can prevent most negative reviews from happening with the right tools and tips. So, in honor of Spooky Season, let’s take a look at these five terrifying tales from guests and how you can avoid them.

Sonja Swanson

September 16, 2025

Why Marriott Guests Love Guest Messaging

Meet guests where they are at with guest messaging

From the moment guests arrive, they expect a high level of attention and care. That's why Marriott hotels are turning to guest messaging to provide the personalized and attentive service that modern travelers crave. When hotels use guest messaging, they see improvements in their survey scores and overall guest satisfaction.

Sonja Swanson

September 2, 2025

5 guest messaging features that create a luxury experience for IHG guests

How IHG hotels can leverage guest messaging at their upscale and luxury hotels

Whether it is food and beverage requests or team dashboards, these five guest messaging features are sure to make an IHG stay unforgettable.

Sonja Swanson

June 24, 2025

The cost of a negative review

A negative guest experience is expensive

Hoteliers know that reputation is everything. A strong reputation from positive reviews brings hotels guest loyalty and an increase in revenue. Adversely, even one negative review can bring a hotel increased costs to repair their reputation. How much does a negative review cost? It isn’t just a simple loss of a booking or a comped room; it can cost you much more.

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