The Biggest Drawback of Every Major Hotel Rewards Program
Hotel loyalty programs are easy to appreciate in theory: Earn points, get rewarded, stay loyal, and reap the benefits. The reality is a little messier.
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Hotel owners say Marriott’s reward program is ripping them off
A group of hotel owners are sick of footing the bill for Marriott customers who cash in their credit card points for discounted stays.
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Bulgari brings its signature hotel scent to the public for the first time
Luxury hotels are often remembered for their design, service and atmosphere, but scent also plays an important role in shaping the guest experience. Smell is closely linked to memory and can instantly bring people back to a specific place or…
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I’m a hotel expert. Here’s why I hate in-room technology
At the newly opened Treehouse Hotel in Manchester, the rooms are designed to look like… well, treehouses. But the feeling of arboreal living was disrupted when I tried to order room service, which you must do through the TV…
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$11B in Unredeemed Points Reshapes Hotel Industry
Major hotel chains hold $11 billion in unredeemed loyalty points in 2026, with Marriott and Hilton accounting for over $7 billion. This unprecedented figure reveals the strength of global hotel rewards programs…
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The Top 10 Reasons Customers Leave a Brand or Business
This article answers the question: What are the top 10 reasons customers will stop doing business with you or leave for another brand?
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Are Points Programs Ruining Luxury Hotels? This Seems Like A Bad Take…
Publication Air Mail ran a story entitled “The Bonvoy Problem,” with the subheading being “Points programs are destroying the luxury-hotel experience. Can anything stop the freeloaders?”
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Hotel staff reveal 6 behaviors that instantly label guests difficult
Most travelers genuinely believe they are reasonable, low-maintenance guests. Check in, sleep well, check out. Simple. Yet, behind the polished smiles and crisp uniforms at front desks around the world, hotel staff are quietly having a very…
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Top Five Dishes That Sell in Every Restaurant Concept
You do not need a sales mix report to know what your top sellers are…
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Hotels are getting rid of proper bathroom doors and guests are revolting
First they came for the closets. Then they took the bath tubs. Now, hotels are stripping away the only thing separating us from the animals: the bathroom door.
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Entering the Era of Stagnation: PR and Communications Predictions for 2026
Midas PR founder Dr Karine Lohitnavy-Frick offers a different perspective on the year ahead
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Australian travellers looking to stretch their holiday budget a little further have a new loyalty program to keep an eye on – one that’s built on the idea of not being loyal at all.
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Hotel subscriptions are becoming popular but are they worth it
With industries like airlines to chain restaurants now selling subscriptions to their regular customers, hotels have become the latest to enter this space with membership programs in which one can pay a monthly or annual fee to get access to…
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Did a Hotel’s Request for Survey Responses Cross an Ethical Line?
Have we, as a society, reached peak customer satisfaction survey? It’s not unexpected to be asked to submit feedback, either on an internal system or on a public-facing website like Tripadvisor, for everything from a hotel stay to a technology…
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Roundtable: “The changing face of luxury service”
From a more relaxed service style to empowering your team members, how can luxury hotels ensure they are providing the kind of service that modern guests want? In partnership with Leading Quality Assurance (LQA), Boutique Hotelier gathered industry…
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Hotel groups grow loyalty membership despite 'points fatigue'
Accor is targeting more than €100 million in revenue from loyalty partnerships in the next 18 months…
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Choice Bumps Hyatt From Best Hotel Program, New Study Says
The Choice Privileges rewards program for hotel guests beats out the World of Hyatt for the No. 1 ranking among major lodging companies, according to a study released Wednesday.
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Moving beyond points: The state of hotel loyalty programs
The points-based loyalty program—once the gold standard of guest retention—may no longer be the universal magnet it once was. In today’s fractured hospitality landscape, loyalty is becoming more personal, digital and increasingly shaped by real-time…
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