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  • 2 min

The Reality Rule: Treat Customers Right Without Expecting the Same In Return

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  • 10 September 2025
I recently wrote about the Reality Rule in my Forbes column. Apparently, I hit on a topic that resonated with the Forbes readers, which prompted me to write a version for our subscribers to The Shepard Letter.
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  • 4 min

A Sanctuary Reimagined: COMO Shambhala Estate Unveils a New Era of Holistic Wellness

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  • 10 September 2025
etreat for personalised wellness journeys in vitality, growth and transformation — has revealed a fresh new face. The 22-acre natural sanctuary is proud to unveil not only renovated accommodation but the reopening of its therapeutic heart: the Ojas wellness centre. The redesign, masterminded by Atelier Ikebuchi, masterfully blends gleaming white Carrara marble, bold black Corian cladding, and rich natural teak wood to create a space that balances contemporary luxury with organic warmth.
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  • 3 min

Accor Strengthens Partnership with Elanor Through the Rebranding of Four Hotels Across Australia

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  • 10 September 2025
Accor and Elanor Investors Group (Elanor) today announced the strategic repositioning and rebranding of four properties within the Elanor Hotel Accommodation Fund (Fund). The properties will be managed by long-standing operating partner 1834 Hotels and will officially join Accor’s network in October 2025.
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  • 2 min

Eha – The New Estonian Retreat Redefining Nordic Wellness

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  • 10 September 2025
Set to open in summer 2026, Eha is a new wellness retreat on Estonia’s unspoilt Hiiumaa Island, a UNESCO Biosphere Reserve. Here, guests embark on a journey of renewal, guided by a philosophy deeply rooted in nature and the rhythm of the seasons. Encircled by the Baltic Sea and steeped in centuries of local tradition, Hiiumaa is one of Europe’s quietest islands, with some of its darkest, clearest skies. Two-thirds forested, with wild beaches and rare biodiversity, it offers the space and stillness that set the tone for every stay.
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  • 9 min

Decoding AI’s Impact on the Changing Guest Journey

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  • 10 September 2025
The traditional guest journey, a straightforward path from dreaming and discovery to conversion and experience, is being fundamentally reshaped by AI. Large Language Models (LLMs) are creating a new, non-linear journeys by delivering multimodal, personalized, and conversational experiences right from the discovery phase. This shift is happening quickly, with the ’hockey-stick’ growth in traffic driven by LLMs showing that AI is set to become a major force in driving web traffic.
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  • 3 min

Banyan Group Marks 20 Years in China ahead of Its 100th Global Property

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  • 10 September 2025
Banyan Group (“Banyan Tree Holdings Limited” or the “Group” – SGX: B58), an independent global hospitality company, celebrates its 20th Anniversary in China with an immersive journey through Yunnan Province’s Ringha in Shangri-la and Lijiang — the Group’s first destinations in the country. The anniversary comes as the Group prepares for the Grand Opening of its 100th global property in November.
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  • 1 min

Marriott International to Debut Fairfield by Marriott Brand in Taiwan’s Tainan Science Park – Advised by PKF Hospitality Group

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  • 10 September 2025
The PKF hospitality group is proud to announce its advisory role in bringing the Fairfield by Marriott brand to Taiwan’s dynamic Tainan Science Park — home to some of the world’s leading high-tech companies, including TSMC and other global innovators.
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  • 3 min

From Service to Experience: How Hospitality Brands Can Win in 2025

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  • 10 September 2025
In the world of hospitality, offering “great service” used to be enough. Guests wanted clean rooms, friendly staff, and maybe a complimentary breakfast. Fast forward to 2025, and the game has changed. Today’s travelers aren’t just looking for a place to stay—they’re searching for experiences that make them feel seen, valued, and inspired.
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  • 1 min

Hotel Solea, Autograph Collection, to Debut in Spring 2026 Following Multi-Million-Dollar Transformation in Carlsbad, California

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  • 10 September 2025
North County San Diego is set to welcome a new luxury destination with the debut of Hotel Solea, an Autograph Collection property, opening Spring 2026 in Carlsbad, California.
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  • 3 min

The Shilla Hotels & Resorts Celebrates the Opening of Shilla Monogram Gangneung in South Korea, Ushering in a New Phase of Brand Expansion

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  • 10 September 2025
The Shilla Hotels & Resorts (The Shilla H&R) has officially celebrated the opening of Shilla Monogram Gangneung, the second property under its upper-upscale Shilla Monogram brand, on July 31, 2025, in Gangneung—one of South Korea’s most celebrated coastal destinations.
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