During our customer service workshops, we do an exercise we call the Moment of Misery™ Grid. The short version is that participants are asked to write down all the complaints they hear and how often they hear them. We then list them in order, with the most common complaints at...
News
U.S. hotels report first full-year occupancy, RevPAR declines since 2020
Annual U.S. hotel occupancy and revenue per available room (RevPAR) fell year over year for the first time since 2020, according to 2025 data from CoStar, a leading global provider of online real estate marketplaces, information, and analytics in the property markets.
A Hidden Saboteur is the Greatest Threat to Modern Hospitality
After years of rapid digital acceleration, infrastructure now constrains innovation more than imagination does. At the same time, the promise of artificial intelligence, automation, and hyper-personalisation has collided with an uncomfortable reality: many hotel technology environments can no longer support modern demands.
IHG Owners Association Announces 2026 Global Board of Directors, Led by Chair Prakash Maggan
The IHG Owners Association is pleased to announce the appointment of Prakash Maggan, Principal & CFO of Rainmaker Hospitality, as Chair of its Global Board of Directors for 2026. Maggan’s blend of financial discipline, operational experience and long-standing involvement with the Association position him to guide key initiatives and advocacy...
MGM Resorts Powers Up to 100% of Daytime Las Vegas Strip Electricity with Solar
MGM Resorts International (NYSE: MGM) ("MGM Resorts" or the "Company") has reached a significant milestone in its renewable energy strategy, now powering up to 100% of its daytime electricity needs on the Las Vegas Strip with solar energy. The achievement was made possible after the Company began receiving 115 MW...
Room for More: How Hospitality is Redefining What ‘Welcome’ Really Means
The hospitality industry has always been about one thing: making people feel welcome. But in 2026, “welcome” looks a little different than it did even five years ago. Today, it’s not just about offering a comfortable bed and a continental breakfast—it’s about creating experiences that are inclusive, personalized, and built...
Hotel Heron, An Aparium Group Hotel, Joins Curio Collection by Hilton
Hotel Heron, an Aparium hotel known for its thoughtful design and connection to the local community, has announced its transition to Curio Collection by Hilton, a global portfolio of individually remarkable hotels hand-picked to immerse guests in the world’s most sought-after destinations. The 134-room property will retain its distinct character...
Dunton Hot Springs Officially Completes Multi-Million Dollar Phased Renovation
Dunton Hot Springs, Relais & Chateaux, the storied 1800s mining town turned luxury mountain resort, proudly announces the completion of a multi-million dollar, phased renovation project that concluded with a refresh of its storied Potter House. This thoughtfully sequenced transformation, spanning three years, has breathed new life into Dunton’s most...
DoubleTree by Hilton London – West End Unveils Final Phase of £4 Million Refurbishment
DoubleTree by Hilton London West End - the 4-star hotel in the heart of the London heritage district of Bloomsbury - has unveiled the final stage of a £4 million refurbishment project. The project features the addition of 14 contemporary rooms, including two new Duplex Suites, along with a fully...
DoubleTree by Hilton London-West End unveils £4m refurbishment
DoubleTree by Hilton London West End - the 4-star hotel in the heart of the London heritage district of Bloomsbury - has unveiled the final stage of a £4 million refurbishment project. The project features the addition of 14 contemporary rooms, including two new Duplex Suites, along with a fully...