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Hospitality Is Not Reciprocal or Reactive Over this summer, our team responded to just over 250,000 reviews, and this year, Travel Media Group will respond to just under 600K guest reviews on behalf of our hotel partners. More than 78% of them were positive, a powerful reminder that great stays still happen every day across our industry. However, upon reading the remaining reviews, a clear pattern emerged. Guests weren’t just upset about a broken air conditioner, a noisy hallway, or a delayed check-in. They were frustrated by something deeper: “I was treated rudely.” “It was only after I complained to the manager that they did something.” “They asked me, ‘Why didn’t you tell us last night? We would have moved you.’” Each of these comments highlights the same issue: a lack of connection and urgency to deliver a positive experience. Guests didn’t feel seen until they made themselves heard. The Danger of Transactional Service When service becomes transactional, empathy gets replaced by efficiency. “Let us know if you need anything” becomes a passive promise rather than an active mindset. Guests stop feeling cared for and start feeling like they're being processed. Hospitality isn’t about waiting for a signal; it’s about reading the room. The best teams don’t ask, “Why didn’t you tell us?” …they ask, “What could we have done to notice sooner?” A Better Way Forward As we analyze thousands of reviews each month, one truth stands out: Travelers forgive imperfection, but not indifference. They’ll overlook a small inconvenience if they feel the team truly cared, but they’ll remember forever when they had to fight to be acknowledged. Hospitality isn’t reciprocal or reactive. It’s intentional. It’s proactive care that makes guests feel valued before they ever need to ask. Closing Thought In today’s world of choice and visibility, a hotel’s true reputation isn’t built by the number of reviews it receives; it’s built by how it makes guests feel. Not how fast we react, but how consistently we care, without being asked.

In 2026, here’s the ultimate digital marketing playbook that I think hotels should adopt 👇 Trust-led Multichannel Growth (TMG) approach Over the past decade, hotels have mastered the mechanics of digital channels, from OTAs to meta to paid media Yet the landscape has reached equilibrium Every channel is crowded Every dollar is measured Every campaign is optimized And still, many hotels struggle to grow sustainably That’s because the real bottleneck isn’t traffic or technology, it's TRUST The next S growth curve of hotel marketing has to be supercharged by trust --- This TMG approach is based on a simple but powerful principle: when travelers trust your brand, every channel performs better Trust amplifies conversion, strengthens loyalty, and stabilizes revenue across uncertain market cycles Laozi said, “The way never acts, yet nothing is left undone” Marketing that tries to *force* outcomes often burns out Marketing that aligns with the natural flow of traveler behavior and meets them where attention and intent already exist, compounds The TMG approach isn’t about chasing attribution It’s about building a SYSTEM that balances: - short-term bookings and long-term brand growth - revenue and cash flow - pouncing and preserving - doing less and achieving more A system that works by design, not by grinding A system that does not break when you're not in the room When your hotel’s marketing becomes trust-led, growth follows naturally I'm excited to share that my detailed breakdown is now live on Hospitality Net: https://lnkd.in/eS4xjFJH Would love to hear your thoughts on it!

The Suite Spot podcast, powered by Travel Media Group and hosted by VP of Marketing Ryan Embree, CHDM, had the opportunity to connect with Bill Ryan, Senior Vice President and CTO of Best Western Hotels & Resorts, at The Hospitality Show 2025 in Denver, Colorado. Bill and Ryan engaged in an insightful conversation about the state of technology in the hospitality industry. Bill shared how BWH is approaching AI and technology, highlighted exciting developments across the portfolio, and offered his predictions on what’s next for innovation in the hospitality industry. Click the link below to check out the full interview now, only on the TMG YouTube channel! 📺🔗 YouTube: https://lnkd.in/eDN4TwW4 #THS2025 #BestWestern #Hotels #Hospitality

Excited to share a major milestone: our Social Media team at Travel Media Group has officially surpassed $1 million in social media ad investment on behalf of our hotel partners. This speaks volumes about the scale of our strategy and the impact we’re making in helping hotels connect with the right guests on the right platforms. On an upcoming episode of the Suite Spot Hospitality Podcast, Ryan Embree, CHDM, and I talk about how paid media fits into our broader content creation process—and how we’re helping properties drive both engagement and bookings in today’s digital landscape. Everything we do is built on collaboration, smart strategy, and a deep understanding of the traveler’s journey. Proud (and grateful) to lead such a talented team that consistently goes above and beyond for our hotel partners. Keep an eye out for the episode next week! #SocialMediaMarketing #HotelIndustry #Hospitality #DigitalStrategy

The Suite Spot, powered by Travel Media Group, had the opportunity to cover The Hospitality Show in Denver, Colorado. There, I had the privilege of connecting with Tom Luersen, President of CoralTree Hospitality, who shared how his organization approaches AI and technology implementation across its portfolio. In an industry that’s often slow to embrace new technology, it’s refreshing to hear leaders like Tom leaning into this new era of hospitality. Excited to see what 2026 has in store for us! #hospitality #podcast #thehospitalityshow

This past year, I had the opportunity to lead our 2025 Social Success Series, a 5-part webinar series that covered topics ranging from growing a hotel’s online presence to creating video content that connects with and builds a brand travelers actually remember. It’s been exciting to see how many hoteliers are taking social media seriously and finding new ways to improve their online presence. One of my favorite additions this year was introducing the Hotel Social Media Champion Badge, a new recognition for professionals committed to mastering social media in the hospitality industry. I’m so grateful for everyone who watched, shared, and supported this series along the way. And the best part is, we are just getting started! The Social Success Series webinars will continue next year, but I’m also thrilled to share that I’ll be launching the Social Success Podcast powered by The Suite Spot and Travel Media Group. I look forward to continuing the conversation in 2026! Stay tuned for more details. Check out each session ➡️ https://lnkd.in/egMYyypu #SocialMedia #Hospitality #HotelMarketing