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The word “Experiences” has been cheapened. It’s plastered on every brochure, website, and PowerPoint slide, a lazy substitute for actually delivering something memorable. I see it and I’m left wondering,…

I want to talk about “time”. The ultimate commodity, the one thing we can’t buy more of, and a concept we seem to have utterly lost control of in our…

This hotel hasn’t even opened yet. And yet—here we are. Google is already showing guest reviews. Verified ones, with shiny little stars. The funny thing? Nobody has ever stayed there.…

Messrs Soler and Loeb ask me to contribute each week with a bit of a rant and rave on a topic. Sometimes these are serious topics. Sometimes tongue in cheek.…

Not long ago, I clashed with a client. They wanted to rename their boutique hotel with a “catchy” name suggested by an agency still stuck in the era of glossy…

It’s truly remarkable, the collective pat on the back our industry often gives itself for “mastering” distribution. This quiet satisfaction that we’ve somehow reached the holy grail of digital capability,…

Have you ever watched a hotel receptionist scanning your passport and wondered: “Right, but where exactly does this stuff end up?” I have. Always. Then I usually get distracted by…

The big announcement from Homeland Security: the dreaded “shoes off” rule at U.S. airports is finally, mercifully, being put out to pasture. For the first time in nearly two decades,…

Ready for some joy? You land after a long-haul flight, muscles aching, brain fuzzy, all you want is to get rolling in your pre-booked, pre-checked in rental car. You picture…

Year of Our Lord 1999. Setting: a hotel run by Trappist monks. The website was an HTML liturgy: silence, hospitality and… keyword stuffing. Initiated into the sacred nonsense, I would…