Guest Service & Satisfaction

10 ways hotels can support families during the holiday season

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.

Why Marriott Guests Love 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.

5 Hospitality “horror” stories your hotel can avoid

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 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.

Sonja Swanson

May 19, 2025

Front desk responsiveness: why your hotel’s response time matters

And best practices when responding to guests

One of the most crucial aspects of that communication that guests will notice is your responsiveness. Are you responding to your guests quickly and appropriately? If guests feel ignored, they are going to leave negative reviews and look elsewhere for their next trip. If you want guests to be satisfied, you need to address their issues quickly.

Sonja Swanson

March 10, 2025

Hotel service recovery: 6 easy tips to stay ahead of guest complaints

For every customer complaint there are 26 other unhappy customers who have remained silent.

Service recovery is the process of addressing and resolving a customer issue in such a way that the customer leaves satisfied. While many hotels excel in this area, everyone can agree when it comes to handling potential guest complaints, it’s best to prevent the issues from happening at all. Here are 6 easy tips to deliver the heightened experience guests expect from your hotel, and prevent potential guest complaints.

Sonja Swanson

March 10, 2025

Real reviews and conversations showing the personalized experience guest messaging brings to hospitality

Hotel texting brings the personalization that guests want from their stay

Personalized service continues to be a growing hospitality trend in 2025. Guests are wanting to stay at hotels that elevate their experience through personalized recommendations, activities, and guest service. Hotels need to be bringing top-notch service that is customized to each of their guests’ needs in order to stay competitive. That is where guest messaging comes into play.

Sonja Swanson

March 3, 2025

Kipsu to the rescue: Guest messaging brings success to Marriott through service recovery

Marriott creates great reviews and brand loyalty with hotel texting.

Kipsu’s guest messaging has proved time and time again that it is an effective resource across Marriott properties for service recovery. Engagement between guests and staff, and keeping documentation of conversations, are very useful in rectifying bad experiences and preventing bad experiences in the future.

Sonja Swanson

February 3, 2025

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

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

When Hyatt guests book a stay at one of the luxury, lifestyle, or classics properties, they expect a next-level experience. Managing luxury and upscale hotels requires exceptional customer service and strong communication between departments, employees, and guests. From personalizing the guest experience through curated recommendations, to attending to requests efficiently across teams, it’s important that your team has a proper solution in place to maintain high-quality service. 

Sonja Swanson

January 9, 2025

5 hospitality trends you will see in 2025.

What are hotels doing this year to elevate the guest experience?

Welcome to 2025! Every new year brings with it new trends, topics, and new buzz-worthy talk tracks, and it’s no different for hospitality. Hotels need to keep up with the times to keep guests enjoying their stay and recommending the hotel to others. So what are some trends we expect to really take off in 2025? We’re placing our bets on these 5 hospitality trends in the new year!

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