#guest-service

#guest-service

Luxury hotels are supposed to provide exceptional hospitality, yet many seem to prioritize profit over guest satisfaction, leading to feelings of exploitation during stays.

As congestion at major hubs continues to intensify - particularly for frequent business class travelers who often split their flying between commercial flights and business jets - we're seeing a growing shift toward these clients consolidating more, if not all, of their flying through XO.

"Storytelling has always been at the heart of the American West, and sharing a classic cowboy poem at turndown brings that heritage into the guest experience in a more personal way."

Christina Veira has earned prestigious recognition including the Roku Industry Icon award and Bartender of the Year honors. Rather than pursuing traditional expansion through multiple locations and pop-up tours, she operates Bar Mordecai in Toronto, featuring karaoke rooms, bingo nights, and innovative cocktails while prioritizing community engagement and advocacy.

Customer service skills define how effectively employees represent a brand and resolve customer needs. In every industry, these skills determine whether a business builds loyalty or loses trust. Customers today expect responsiveness, empathy, and accuracy across every touchpoint-from phone calls and chats to social media interactions.

It isn't a universal truth, but a vast number of goods and services have their own full-circle moments. While there are still plenty of travel agencies in the U.S., the overall number is still down considerably from a peak in the 1980s. For some industry forecasters, though, the future looks a lot like the recent past, except that instead of travelers trusting human agents with making their travel plans a reality, they'll use AI agents for the same purpose.

I was very concerned, very terrified. I still don't believe it's real. Singh, who had a layover in Doha while traveling home from a wedding in India, expressed her anxiety about the situation. Though she's been put up in a luxury hotel, she said it doesn't feel like a vacation because she is constantly updating family and wondering when she'll make it home to Texas.

When I tell fellow tech executives that every employee at sunday, from our engineers to our finance team, must complete a restaurant shift before they can fully onboard, I usually get confused looks. "You mean like, shadow someone?" they ask. No. I mean they tie on an apron, take orders, run food, and yes, deal with the 15-minute wait for the check that our product was literally built to eliminate.

David Lowy, the president of Vancouver-based Renshaw Travel, has spent his career planning trips for demanding clients who expect top-notch service. And while he considers himself pretty savvy-he's on Travel + Leisure's Travel Advisory Board, after all-something Lowy will often splurge on is an airport greeter. These concierge-style pros will meet passengers planeside, help them breeze through customs and immigration, and guide them to baggage claim-turning what can be a hectic and overwhelming ordeal into a soft landing.

Like Johnny Cash, San Jose Sports Authority Executive Director John Poch has been everywhere. He used to travel every month to different cities to see their sports events, looking for San Jose's next potential opportunity. And just about every city he went to had some sort of visitor center. But San Jose didn't have one - until this week with the launch of the Locker Room - a visitor center and merchandise store - in downtown San Jose.

That is one of several conclusions you're likely to draw after reading an article by Sheila Yasmin Marikar recently published in Air Mail. Marikar takes the reader into the world of small boutique hotels, the sort of establishment that attracts travelers looking for properties with an independent streak and a unique approach to doing business. The challenge here, though, is figuring out where that line exists, as some iconoclastic companies have acquired massive corporate parents over the years.

As summer school breaks stretch longer and childcare becomes harder to secure, some families are turning to an unexpected solution: hotels offering full-day, structured kids' camps that allow parents to travel, work and keep routines intact.

In the last decade, AI-powered chatbots have taken the realm of customer service by storm.

Customer service in the UK has a problem. According to recent survey data, almost half of UK customers have experienced poor customer service over the past year. That's not a minor data point, but rather a warning sign. Long wait times, unhelpful responses, and automated loops that dead-end are just the beginning, and they erode customer trust quickly. While many businesses have invested heavily in digital tools and AI to help address these problems, that comes with its own drawbacks.

For the traveler who finds romance in a curved wall, chases good lighting, and believes a space should quietly seduce, a good design-led vacation rental is the destination as much as the location around it. These are homes chosen for how they look, feel, and linger in our memory-where architecture, interiors, and setting shape the experience of travel itself. Across the sun-washed corners of Italy, Spain, Portugal, and beyond, today's most compelling rentals are as

As we look ahead, one of the air-travel trends worth watching has to do with airport lounges - and, more specifically, who can and can't access them. Later this year, American Express is updating its policies to make it a little harder for some travelers to access its Centurion Lounges. That's in keeping with broader trends in the industry, which makes it all the more interesting to see an airline going in the opposite direction.

Artificial intelligence is no longer futuristic-it's functional. Hotels are already utilizing AI to integrate siloed systems, such as PMS, accounting, CRM, and forecasting platforms, to drive faster and smarter decisions. Tools like Placer.ai and PredictHQ help identify ideal customers through demographic, behavioral, and geolocation data. As automation expands, the next opportunity lies in strategic human oversight: consultants and managers will interpret AI outputs, guiding capital investments and operational priorities rather than being replaced by algorithms.

Airbnb says its custom-built AI agent is now handling roughly a third of its customer support issues in North America, and it's preparing to roll out the feature globally. If successful, the company believes that in a year's time, more than 30% of its total customer support tickets will be handled by AI voice and chat in all the languages where it also employs a human customer service agent.

On a recent two-week trip to Japan with my fiancé - six cities, six hotels - every stay was gorgeous and perfectly appointed. We wanted for nothing. Except, in most cases, a proper bathroom door. Instead, we spent the better part of two weeks making accidental eye contact through frosted glass and translucent panels while one of us was otherwise occupied. A design choice, apparently. A test of intimacy, definitely.

As I'm stuck in my NYC apartment on a brisk day in January, I can't help but daydream about the Four Seasons Resort Palm Beach in Florida. I spent one night there in October 2025 and booked the cheapest available room for $920. Sitting in a cushioned rattan chair on my balcony as the sun went down, I could see the pool surrounded by palms and cabanas, tropical gardens, and the five-star hotel's private beach.

No doubt a response to the extreme digital connectivity of the world, but small and secret hotels have never felt more appealing than right now. The ultimate antidote to the 'see and be seen' scene. Extreme exclusivity is the name of the game here - where there's no waiting times for check-in, no scrounging around for a sun lounger, and staff greet you like family.