Amy Branford Sarah Came

📝 Booking.com updated its guest review score system at the end of January. Scores are now weighted more towards recent reviews. About 50% of properties saw no change, while 4-5% experienced significant shifts. Feedback from partners prompted this change to make scores more dynamic, reflecting real-time guest satisfaction. Hoteliers should prioritize guest experience, prevent negative reviews, and use in-stay surveys. Responding to reviews is essential, even if it doesn't yet affect scores. Online reviews are increasingly integral to revenue and operational strategies.

🏨 Four industry experts discussed AI in the hospitality industry, addressing its impact on guest experiences and operational efficiency. José Soares (The Capital Hotels), Louise Hibbert (SHR), Michael Cowen (Terraflow.ai), and Amy Branfield (GuestRevu) recommended implementing AI where it solves specific problems, enhancing rather than replacing human capabilities. AI-powered tools can personalize guest experiences, but hoteliers need to weigh cost, complexity, and data management. The panel remained optimistic about AI's role in hospitality, emphasizing core values and smart tech integration.