A reliable team is a MUST ✨

This article discusses the importance of the 'unsatisfied booking rate' as a key metric for evaluating customer experience in travel, particularly in Asia. The shift from 'search and buy' to 'discover and experience' means anticipating problems and providing proactive service is critical. Finally, AI is predicted to humanize travel, streamlining operations and freeing space for genuine human connection.

Mews founder Richard Valtr critiques the hotel industry's approach to AI, highlighting a lack of focus on the 'why' of consumer engagement. Many hotels miss the mark by focusing on search functions instead of understanding guest motivations. This insight suggests a need for STR hosts to critically evaluate their guest experience and communication strategies.