April 10, 2019

As far as the public is concerned, housekeeping is the most fascinating aspect of hotel operations. Just search a phrase like “shocking hotel housekeeper secrets” and behold the plethora of results – many of them from major news outlets. People want to know what goes o...

March 19, 2019

Back in 2017, Cornell University did a study on reviews written by hotel guests. Researchers wanted to locate the pressure points – the key factors that cause guests to write the kind of reviews they do. Not surprisingly, comfort came first. Service also had an importa...

November 9, 2016

It used to be that hotel managers and owners eschewed rumours of ghosts and hauntings in their properties. You worked hard to maintain a good business, and the last thing you needed was someone avoiding your place due to a fear of things that go bump in the night.

This...

August 26, 2015

When I was new to the hotel business, people would start the booking process by cracking open a Michelin or AAA hotel guide. They would locate their desired star-rating, browse the hotels listed, and book a room according to annually published rates. No online ratings,...

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