Creating unforgettable guest experiences at a small hotel doesn’t require a loyalty program, a chatbot, or a big hotel budget. You just need to pay attention There’s a moment; you’ve probably felt it somewhere; when a place seems to already know you. The pillow is the right firmness. There’s a small card with your name…

You evicted the problem guest. You documented everything and did it right. However, the next morning, the reviews told a different story; and none of them were about the guest you removed. So, how do you recover a guest complaint at your small hotel? I use the LAST + Follow-Up approach. Early in My Career,…