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92% of Luxury Hotel Calls Capture No Guest Data, Luxury Marketing Is Structurally Incomplete, Your Largest Corporate Account May Be Your Worst Investment
Friday brought Revinate's mystery shopper study of 308 calls across 135 luxury hotels finding 92% failed to capture any guest contact details, exposing a direct booking loss hiding in plain sight, Americas Great Resorts on why luxury hotel marketing is built around conversion while the demand origin problem goes unsolved, and The Sales Leadership Brief's four-dimension framework for evaluating corporate accounts as investments rather than revenue lines. Kempinski's 2040 strategic analysis, Novotel's global longevity week, and openings from Budapest to Niseko rounded out the week.
When Analytics Walks Onto the Floor: Why Hotel AI Needs a Translator, Not Another Dashboard
The author argues that hotel AI's real value is bridging the 30-year gap between revenue management analytics and frontline operations through real-time translation, not better dashboards.
By Vassilis Syropoulos, Founder & CEO, Juyo Analytics
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Your Largest Corporate Account May Be Your Worst Investment
A framework for evaluating corporate accounts as investments across four dimensions: return, growth potential, risk, and strategic value, rather than room nights or revenue alone.
By Muhammad Tanveer, Author , The Sales Leadership Brief
Doug Kennedy’s Next Staff Training Webcast: Hotel Upselling 2026: Training Tips For Front Desk and Reservations Teams
Doug Kennedy's free 40-minute webcast on September 25 covers upselling tactics for front desk and reservations teams, arguing that human conversation now outperforms automated pre-arrival messaging.
Hotel vs Lodge: What's the difference? Your comparison guide
A practical comparison of hotels and lodges covering property types, guest expectations, and management strategies to help operators understand how distinctions affect pricing, distribution, and marketing.
By Jonathan Gough, Content Team Lead, Lighthouse
Recent Appointments
View AllStop Spending, Start Investing: How Digital Infrastructure Drives Commercial Value
Cogwheel argues hotels should reframe marketing as digital revenue infrastructure spanning the full funnel, reducing OTA reliance and compounding direct booking growth over time.
By Sienna Crawford, Senior Marketing Manager, Cogwheel Marketing & Analytics
Marking Its Second Anniversary, Gateway Signs a Hotel in Agartala Expanding North East Footprint
Indian Hotels Company (IHCL) , India's largest hospitality company, today announced the signing of a Gateway branded hotel in Agartala, Tripura. The brownfield project expands Gateway’s presence in the North East.
Step into Corbett Hideaway - IHCL SeleQtions In Uttarakhand
Indian Hotels Company (IHCL) , India’s largest hospitality company, today announced the opening of Corbett Hideaway, Jim Corbett - IHCL SeleQtions in Uttarakhand.
Taj Forays into Luxury Branded Villas with Taj Mount Kusur Resort & Villas, Lonavala; Developed by Amavi
Indian Hotels Company (IHCL), India’s largest hospitality company, today announced the launch of Taj Mount Kusur Resort and Villas in Lonavala, Maharashtra. Developed in partnership with Amavi, India’s only hospitality-backed real estate brand, the project marks Taj’s entry into the luxury branded villa segment.
Moxy Hotels Brings Its Playful Spirit to Japan’s Premier Alpine Destination with Opening of Moxy Niseko Village
Moxy Hotels, part of Marriott Bonvoy’s portfolio of over 30 extraordinary hotel brands, announces its Niseko debut with the opening of Moxy Niseko Village. Situated adjacent to the Niseko Village Gondola in the heart of Japan’s leading powder skiing destination, the hotel will bring Moxy Hotels’ bold, social spirit to the mountains, offering seamless ski-in/ski-out access and a fresh, energetic base for travelers seeking thrill both on and off the slopes.
Supplier News
View allNot every lost group deserves a follow-up email
The piece argues that sales teams should use meeting intelligence platforms to prioritize re-engagement with lost group accounts based on actual booking activity, not generic outreach schedules.
roommaster Reveals Its Reimagined Hotel Platform at Independent Hotel Show Miami 2026
roommaster will demo its rebuilt cloud-native PMS at Booth 419 and present a session on Revenue Per Available Guest (RevPAG) for independent hoteliers on September 16 in Miami Beach.
Otel AI Releases New Product Video: The AI That Gives You Your Morning Back
Otel AI's platform connects PMS, RMS, POS, and other hotel systems to automate reporting and run AI agents, with customers reporting 20+ hours saved weekly and RevPAR gains of 8.6% at The Alex Dublin.
Wooden Key Cards: From Access Credentials to Skillcation Markers
Hotels can reframe wooden keycards as collectible markers of skill-based guest experiences, linking tangible objects to workshops like pottery, weaving, or tea to deepen guest connection and encourage return visits.
OTAs already speak the language of AI discovery, and most hotel marketers don't
Hotel marketers are falling behind OTAs in AI search fluency, risking direct bookings as AI assistants increasingly surface inaccurate or OTA-sourced property information.
The Importance of the PMS User Experience
Poor PMS usability creates hidden operational costs, including supervisor interventions, data errors, and wasted staff time, that never appear in a technology budget.
Waldorf Astoria Bangkok elevates luxury guest experiences with IRIS digital ordering and guest directory
Waldorf Astoria Bangkok has deployed IRIS digital ordering and a Hilton-approved guest directory across all 171 guestrooms, integrating with Oracle MICROS POS to streamline in-room dining and reduce printed materials.
UrVenue Opens Las Vegas Strip Headquarters, Strengthens Commercial Team
UrVenue moves its HQ to the Las Vegas Strip and adds four hires across client success, business development, and marketing as it expands into hotels and resorts.
WTTC to Host More Than 200 Global Travel & Tourism CEOs and Leaders in Malta for Landmark Global Summit
The 26th WTTC Global Summit will convene 200+ travel and tourism CEOs in Valletta, Malta from 7–9 October 2026, with confirmed attendees from Hilton, IHG, Four Seasons, Marriott, and Expedia among others.
Rixos to open its first all-inclusive resort in Thailand
Ennismore, the fastest-growing lifestyle hospitality company, together with Central Group Capital, the fund management arm of Central Group — one of Thailand's leading international conglomerates — today announces the signing of Rixos Water World Phuket, marking the debut of Rixos, the pioneer of the luxury all-inclusive concept, in Thailand. Bringing Rixos' distinctive all-inclusive offering to a new destination, the signing underscores Ennismore's continued focus on Asia as a key growth region for its all-inclusive platform. The resort, currently managed by Ennismore, will launch as Rixos Water World Phuket in early 2028, following an extensive renovation. It will join the brand's growing network, further expanding its regional presence alongside upcoming destinations including Rixos Phu Quoc Vietnam, set to open later this year.
Hotel Erzsébet City Center Budapest opens as Hungary's first Radisson Individuals hotel
Hotel Erzsébet City Center Budapest, a member of Radisson Individuals, marks the debut of the Radisson Individuals brand in Hungary. Located in Budapest's historic District V, the 126-room hotel combines contemporary comfort with one of the city's most central locations, offering guests easy access to cultural landmarks, shopping streets, cafés and restaurants.
Blue Flag Capital Unveils Oyster Estate, a 34-Key Boutique Retreat on Long Island's North Fork
Blue Flag Capital, in partnership with in-house management company Collared Martin Hospitality, announces the opening of Oyster Estate, a reimagined 34-key boutique hotel in the heart of Greenport Village. Debuting as Blue Flag Capital’s third hotel on Long Island’s East End, Oyster Estate welcomes guests today with the opening of its guestrooms, public spaces, and courtyard pool. Fortune Favors, the property’s signature cocktail-forward dining destination, will follow later in September, completing the hotel’s food and beverage offering and social experience.
Kempinski 2040: Can a Luxury Pioneer Lead Again?
A strategic analysis of Kempinski's gradual loss of luxury market position since 2010 and whether new CEO Barbara Muckermann's brand, ownership, and flagship strategy can restore its relevance by 2040.
By Nikolaos Giannopoulos, CEO, Oenophorum
Catering to British guests
A London roundtable podcast featuring Jo Morgan of Meliora Consultancy covers British guest expectations, the staycation boom, and balancing operational growth with team wellbeing.
Ryan Haynes, Director/Lead Consultant, Hoteliers' Voice Podcast/ Haynes MarComs Ltd
Novotel Launches "Longevity Week"
Novotel launches an annual global wellness event across 630+ hotels (7-13 Sept 2026), anchored in sleep, nutrition, movement and social connection, supported by a 13,000-person global longevity study.
Development Drives St. Louis Hotel Outlook
HVS analysis finds St. Louis hotel market regaining strength through 2026-2027, driven by convention center upgrades, defense industry expansion, and over $7B in downtown and infrastructure development.
By Daniel P. McCoy, Managing Director, HVS
We secret-shopped 300+ calls. Here’s what we found.
A mystery shopper study of 308 calls across 135 luxury hotels found 92% captured no guest contact details, exposing major direct booking losses through poor phone handling.
Dylan Cole in conversation with Karen Stephens
Who Gets to Grow (And How It's Really Decided)
Promotion decisions are driven by invisible relationship paths, not merit alone, leaving unseen employees without advocates and formal talent reviews simply ratifying the bias.
By Mike Hohnen, Trusted Advisor￨Coach￨Trainer￨Keynote Speaker, Plays Well With Others