Insights & Writing

Perspectives on the Business of Hospitality.

Short pieces on the patterns we see across hundreds of audits - what guest reviews actually reveal, which operational fixes move ratings, and how reputation compounds over time. Written for operators who would rather understand than skim.

Featured
A softly lit hotel lobby - the setting where most of the guest experience signals we analyze are generated.
01Methodology

8 Diagnostic Dimensions of a Hotel Review

Every hotel review on Booking, TripAdvisor, or Google maps to one of eight dimensions. Here is the framework we use to turn it into an action plan.

April 1, 20268 min read
More Insights
A hotel breakfast buffet - the most-reviewed food and beverage touchpoint in the industry.
02Review Intelligence

Why Breakfast Breaks (or Makes) Your Ratings

Breakfast is the single most-reviewed F&B touchpoint in hospitality. Its influence on ratings is wildly out of proportion to what it costs to fix.

April 4, 20267 min read
A hotel front desk concierge under ambient lighting, ready to greet an arriving guest.
03Operations

Service Recovery: The LEARN Framework

A guest whose complaint is handled well rates higher than one who had no problem at all. Here is the LEARN framework, and why service recovery matters most.

April 5, 20269 min read
An opulent grand staircase rising beneath a crystal chandelier - a visual metaphor for the non-linear climb of rating improvement.
04Methodology

Rating Improvement Is Not Linear

A property at 6.8 on Booking and one at 8.6 face completely different problems. Here are the five zones of rating improvement and what moves the needle.

April 7, 20268 min read
A made hotel bed with carefully arranged pillows and an open book - the calm of a room waiting for an expected guest.
05Guest Experience

The 24 Hours Before Check-In

The day before a guest arrives is the most influential and most ignored moment in the guest journey. Here is what great properties do in that window.

April 9, 20267 min read
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Whether you're a boutique property looking to break through 8.0 or a hotel group seeking consistency across your portfolio - we have the methodology and the track record.

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Advising independent hotels across Europe, Asia-Pacific, the Middle East, and the Americas.