Suite Spot: A Hotel Marketing Podcast

Travel Media Group & Ryan Embree
Suite Spot: A Hotel Marketing Podcast

Tune into Suite Spot, the hotel marketing podcast by Travel Media Group. Twice a month, we’ll zero in on a topic relevant to hoteliers today. Learn about hotel marketing news and expert tips to help your hotel compete online. Topics we’ll cover include trends in social media, online reviews, and how travelers search for hotels online today to help hoteliers stay on top of industry trends and keep up with the competition. Suite Spot is hosted by Travel Media Group brand ambassador Ryan Embree, who is joined by other experts on all things hotel marketing. Have a question you’d like us to answer on the show or a topic you’d like to hear about? Text or leave us a voicemail at (407) 984-7455. For detailed show notes and transcripts visit http://www.travelmediagroup.com/suitespot/

  1. 6 HR AGO

    169 - NYU IHIF 2025: Key Takeaways

    The Suite Spot was live at the 2025 NYU IHIF conference last week, covering the event to bring hoteliers exclusive content and insight on the most prevalent topics and trends in the hospitality industry currently.  Tune in now to get the pulse on how investors, owners, hoteliers, and guests are feeling about the industry and where they see it heading in 2025 and beyond as Suite Spot host, Ryan Embree, shares the 2025 NYU IHIF key takeaways. Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Ryan Embree here with the Suite Spot. We are back here at our Travel Media Group headquarters in Maitland, Florida. Fresh off an incredible 2025 NYU IHIF. Uh, the conference theme was engagement drives returns. There was a ton of engagement. It was everything as advertised. And more. 2200 delegates, 400 plus investors, 20% of those being new investors. Almost every single brand, uh, major hospitality brand represented there, uh, with C-Suite leadership. It was an incredible couple days up in New York City. It was our first time covering the event. We got some incredible, amazing footage, exclusive interviews and insights, uh, and we're gonna share it all with you today. So, uh, thank you for joining me here on the Suite Spot for our five key takeaways. Uh, like I said, it was just an incredible couple days up in New York and really gave some perspective on how hotels are performing almost at the midway point of 2025, and what we have to look forward to. And that's really kind of my first takeaway, uh, is, you know, is is it really as bad as advertised out there? You know, one of the key sessions and, um, interviews that we spoke to was STR President, Amanda Het, uh, who, who really, uh, her message to the, the crowd out there in New York was, um, really don't read into the headlines as much as, uh, it's being said. Uh, you know, o obviously there are some, some, uh, outside major factors that are having some impact on our industry and, uh, will continue to impact the industry. But really year over year, there isn't too much of a difference there. Um, international travel did dip, uh, but there is a, a lot of, uh, positive sentiment that that seems to be returning. And hopefully in the future, those bookings will, will return here. 'cause that's obviously a major, major part of our, uh, domestic, uh, hospitality inventory and demand. Um, obviously there's also a lot of dependence on what market you're in, right? Amanda shared some incredible insights in our interviews of which markets are performing really, really well. She was talking about, um, San Francisco being one of those, uh, markets that little bit slower to recover last year. We've seen some headlines there, uh, but it seems to be, uh, really popping this year in 2025 up in the northeast. Some major bumps in New Orleans, obviously with the Super Bowl, uh, will continue to have to watch it, those big events as people can con continue to prioritize travel. But there is this bifurcation of demand between segments right now, and I think that speaks to maybe those headlines that of, of what's happening, um, tariffs, inflation, things of that nature, really impacting, uh, the economy and lower, um, lower middle class. Uh, maybe they are, uh, keeping their tight, their wallets a little bit tighter this year as far as travel goes, but the luxury, the ultra luxury segments are really, uh, enjoying those thousand dollar rates as we, we talked about, um, earlier in the year. Um, they're continuing to see growth. They're continuing to see, uh, incredible demand for their product, um, which is, which is fantastic. Now, hopefully, again, we can get a little bit, uh, more clarity and what our economic situation looks like so that people continue to prioritize travel. Um, but really, again, it, it's, it's not, it might not be as bad as it's made out to be right now.

    18 min
  2. 28 MAY

    168 - Suite Spot: Independent Hotel Show Series - Kat Woods

    Be sure to catch the debut episode of the all-new Suite Spot: Independent Hotel Show Series.  Suite Spot first-timer, and special guest, Kat Woods of NYC Women of Hospitality, joins the podcast to discuss critical topics including: The Importance of Women in Hospitality 2025 Independent Hotel Show Miami Social Media and Its Impact on the Hotel Guest Experience And much more. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree, introducing a brand new series. We are here at the Independent Hotel Show series. Now this is a series where we're talking to independent hoteliers, advisory board members, and really getting geared up for Miami in September, all leading up to that incredible show that the Suite Spot is gonna be a part of. And so will my guests that I'll bring on with me right now, Kat Woods of Bridgeton and New York City Women of Hospitality. Kat, thank you so much for joining the Suite Spot. Kat Woods: Thanks, Ryan. Excited to be here. Ryan Embree: Yeah, we've got a lot to cover, including that independent hotel show, uh, which we're gonna talk all about. But as it is tradition here on the Suite Spot, this is your first time. Would love to learn a little bit about your hospitality journey. What led you to Bridgeton in the New York City Women of Hospitality? Kat Woods: Sure. Thank you. So many years ago, um, I started my career with W Hotels. I actually started with W Barcelona in college and fell head over heels in love with the brand. I worked for about five years in rooms operations between the w New York Union Square and the w New York downtown here in New York City, and got a really great foundation for operating hotels in a nice corporate structure. But in the mid 2010s, the boutique lifestyle hotel scene in New York was really starting to grow, and 11 Howard was one of the hottest hotels opening at the time. I was able to join that team shortly after opening, and that was my first introduction into truly independent boutique hotels. I fell in love with it. There was so much creativity in the operation, so much creativity in the branding. Um, and that really started my career in independent and lifestyle hotels. After that, um, I was able to continue with, uh, l Howard up until the pandemic and throughout the pandemic I helped with a couple projects here and there, but ultimately landing with Bridgeton as the, uh, assistant general manager of their Walker Hotel, Tribeca Property, which is an incredible lifestyle property located in Tribeca. Um, and I've been with the Bridgeton team now in a variety of roles for about four years. Ryan Embree: That's awesome. And creative freedom is, you're right, such a draw for independent hotels and why some people like yourself Kat. Sounds like once you get a taste of that and the ability to really express and tell your story, which we're certainly gonna cover, and one of the, the foundational reasons why a lot of people are not just working, but also guests choose independent hotels is because of that, that story and creative nature. So it's, it's so cool to see. And again, this, this series is all about independent hotels and that that massive show that's gonna be happening in September. Now you're also the executive director of the New York City Women of Hospitality. For those who aren't familiar, talk to our audience a little bit about this organization and its mission. Kat Woods: Sure. So the New York City Women of Hospitality was founded in 2018 by Jolie Feld and Tiffany Perra. And the goal upon the initiation of the group was to create a supportive, safe space for women in the industry. It's no surprise that women are facing some battles that maybe their male counterparts don't. Um, and the idea was to create a community where we can bounce som...

    24 min
  3. 21 MAY

    167 - Suite Spot: Spotlight Series - Conrad Orlando

    The Suite Spot travels to the heart of Orlando, Florida, to visit the luxurious and one-of-a-kind property, Conrad Orlando!  This hotel and resort is unlike any other with its sensational amenities, lavish suites, breath taking beaches, and centralized lagoon right in the middle of the resort. General Manager at the property, Sean McCarron, joins the podcast to discuss the stellar guest experience offered to travelers, the Conrad brand, social media, and why this hotel is a must visit the next time you are in Orlando.  Tune in now. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree and I hope you are watching us today on our YouTube channel because as you can tell, we are not in the Suite Spot podcast studio. We are instead at the beautiful Conrad Orlando here with me, Sean McCarron, general manager of the Conrad Orlando.Thank you so much for being with me today. Sean McCarron: It's a pleasure to be here and thank you for coming and seeing us today. Ryan Embree: Yeah. Thank you for hosting us at this incredible property. We're gonna talk all about it today. This is our Suite Spot Spotlight series showcasing some of the most unique hotels. This one certainly fits the bill. But before we get talking about the property, what I love talking about, this is your first time on the podcast, hospitality people come from all different places. Sometimes they're born into the industry, sometimes they're jumping from brands. Tell us about a little bit about your journey behind the scenes. Sean McCarron: Well, I've been in the business for over 30 years, believe it or not and all in luxury. So I went to hotel school out in Switzerland, and once I graduated from hotel school, I came out and went back to the States and started with the Ritz Carlton. So I was with the Ritz Carlton Hotel Company in various different areas and opening hotels for about six years. And then went to Four Seasons and spent about 16 years with the Four Seasons hotel company, opening other hotels and again, you know, variety of different locations. And then started with Hilton Luxury at the Waldorf Astoria here in Orlando about nine years ago, and been on this project for the last three here at the Conrad Orlando. Ryan Embree: Incredible. And that taste of luxury from different brands, I'm sure that certainly gave you a unique perspective as your journey led you here at the Conrad Orlando. Sean McCarron: Oh, it certainly did. You get different viewpoints from every location that you, that one works in from urban environment to a resort environment to, you know, Las Vegas I spent some time in as well. Opening hotels, all of it kind of lends to a broader experience in order to open this beautiful property. Ryan Embree: Let's talk about the Conrad brand, right. It's unique, known for its design and how it's built. For those that may not be familiar with the Conrad brand, what's the flavor? What makes it unique? Why do travelers love this brand? Sean McCarron: Their main pillars for the Conrad as a brand itself, one of them is bold design, as you had, as indicated. Experiences are also a big part of what we do from a Conrad brand perspective. This hotel is no different than any of our others. I think it's quite unique in the fact that a lot of the design element is based upon water. So lots of blues and refractive lighting, very contemporary feel throughout the resort. Lots of natural light, floor to ceiling windows from a design element. From an experiences element, I mean, you walked around this resort, there's a stunning lagoon right down the middle of it with beaches surrounding it and a lot of activations and a lot of activities from a resort perspective here in Orlando that make it very, very unique. Ryan Embree:

    24 min
  4. 15 MAY

    166 - 2 Million Reviews Responded To Celebration

    The Travel Media Group digital solution has hit the monumental milestone of responding to over 2 million online guest reviews for our hotel partners. To commemorate such a major achievement, Chief Technology Officer, Jason Lee, and Director of Product - Respond & Resolve™, Jackie Avery, join the Suite Spot to discuss this accolade, what it means to the organization, and the future of review response. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree, here for a very celebratory episode. Today we're gonna have two guests with me, our first Jackie Avery, director of Product - Respond and Resolve. Jackie, congratulations, as the title says of TMG hits over 2 million online guest reviews. Thank you so much for being with me on the Suite Spot. Jackie Avery : Yeah, absolutely. Thank you. It feels so good to be here. Just really excited to celebrate this. Ryan Embree: Yeah, I think it was August 2022, where we were actually in our older building, before we moved into our podcast studio. Hopefully you were watching us on YouTube and celebrating 1 million guest reviews responded to, um, which just seemed like unfathomable to even think about that amount. So now here we are at 2 million in 2025 before the summer, which we're gonna talk about that, that flux of reviews that come in during the busiest time of the year for hoteliers and for travel. But talk to me a little bit about what this accomplish means, to you and, and your team and network of professional writers. Jackie Avery : Yeah. I mean, honestly, this is just one of the many milestones for the team this year. So I guess, like full of transparency, what it means is continued momentum. I think, you know, we're feeling pumped up. We're doing what we love, and it feels so good to, you know, help our clients and really just connect, you know, in a really authentic way with travelers all over the world. Ryan Embree: Yeah. And when we talk about a number, again, like 2 million, that is reviews, online reviews from across all different platforms. Recently added Medallia surveys as well for some of the brands. But obviously it's not just you and a couple people doing this. You've got a huge network of US-based writers that do this. Talk to us a little bit about the training that goes into this, Jackie, because I don't think I've heard one GM, or front desk manager, whoever is responding to those reviews saying that I got into hospitality because I wanted to respond to reviews. Right. They're more focused on the people and guests as they should be on site. What type of training and nuances goes into responding to specifically an online hotel guest review? Jackie Avery : Alright, well, I'll tell you a little bit, but you're not gonna get all my secrets. Well, the team, when they join us, they come already with extensive education. I feel like that's talked about a lot, but in reality, that's actually just like the baseline. That's where we start. And then from there, right, they need to know about hospitality, they need to know about different hotel brands. But there's also extensive training in, specific person to person communication to be able to connect with someone, in a genuine way. Of course. Like with the main focus being in the written form. Because, you know, the team of writers. But yeah, so I'd say, you know, being highly educated and having those degrees and level of experience with different forms of writing is really where it starts. And then we build off that. Ryan Embree: Yeah. And we've been hospitality specific Travel Media Group that is for 40-plus years. Again, there's a lot of nuances that if you're that US hoteliers kind of take for granted things like, taking it a deposit at the beginning of a stay and maybe that deposit not hitting back or get o...

    34 min
  5. 30 APR

    165 - Green Key Global

    On this special episode of the Suite Spot, Managing Director at Green Key Global, Anick Levesque, shares insight on several new programs and initiatives that hoteliers can leverage to bolster their sustainability efforts across their portfolios to make a significant impact on the environment.  This episode emphasizes eco-friendly implementation to clarify how seamless the integration of these processes at the property level can be.  Tune in now. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Welcome to another episode of The Suite Spot. This is your host, as always, Ryan Embree. Thank you for joining us today, recording here on Earth Day. Obviously not the day of release, but a very fitting day to be recording for this episode. In particular, I am very excited to welcome on our guest, Managing Director at Green Key Global, Anick Levesque. Anick, thank you so much for being with me, celebrating this 2025 Earth Day. Anick Levesque: Thank you very much for having me, Ryan. Ryan Embree: Very excited to talk about Green Key Global. We've gotten an exciting announcement that I've, that I've seen all over the hospitality circuit. You and your team have been doing a great job of putting that out. But before we get into that exciting announcement, this is your first time on the Suite Spot. Love to hear from our guests kind of about their hospitality journeys and what kind of led you to your role there as managing director at Green Key Global. Anick Levesque: Absolutely. Well, it's been an interesting journey as I embarked upon the next phase of my career, just about over a year ago now. I really wanted to leverage the experience that I had in helping businesses grow, which is essentially what I had done for the previous 30 years of my career. And apply that to purpose driven work. And so when the opportunity came to lead Green Key Global, an organization with an ambitious and socially driven mission, a strong legacy and deep roots in the hospitality sector, I just knew that it was the right fit for me. Green Key is a social enterprise that's focused on sustainability. It contributes to the ongoing well-being of our planet and our communities. While at the same time, companies who commit to sustainability and to certification, they benefit through tangible results. They benefit from increased bookings, lower operating costs, and higher property valuation. So that duality of being able to help businesses grow while also contributing to the wellbeing of our society, that's something that was very appealing to me. Ryan Embree: Yeah, I'm sure. And we're gonna get into detail about this, but it really is just a win-win for all parties with sustainability and really the way the future. It's very cool to, I'm sure be in a position. We talk about it all the time where, obviously there's equity and compensation out there. But you know, more and more people are now looking for that sort of fulfillment in their career. So to be able to be a part of a industry and program and organization that does such great work that obviously has such an impact on our world, I'm sure that means a lot. And it's very cool to and an honor to have you on and talk to us a little bit about Green Key Global. What I love about Green Key Global is there's so many just win-win scenarios in everything from the guest wins, with the sustainable practices, they feel a part of something. The hotel wins both with that intrinsic value, but also sometimes financially too, right? And savings and even just the expectations that it's setting now. Green Key Global's been around for decades, definitely heard of it being in hospitality, but didn't really know to the degree at some of the amazing statistics you and your team shared with me For our hotelier Suite Spot audience, share with us a little bit about the history of Green Key Global and ...

    24 min
  6. 23 APR

    164 - Suite Spot: Spotlight - Signia by Hilton Atlanta World Congress Center

    In the latest Suite Spot: Spotlight series episode, we travel to Atlanta, Georgia, to showcase the one-of-a-kind, AAA Four Diamond Hilton hotel - The Signia by Hilton Atlanta! Director of Sales at the property, Julia Austin, sits down with the Suite Spot to give travelers a keen look at why this newly built hotel not only broke new ground, but is also breaking records and setting the bar for guest experiences, being hospitality forward, and incorporating excellence in every square foot of the property.  Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree, and we are here on our Suite Spot Spotlight series at the beautiful Signia by Hilton Atlanta. I'm so excited to be here. We just got a tour of this incredible property. I'm here with the Director of Sales, Julia Austin. Thank you so much for having us here and hosting us at the Signia by Hilton Atlanta. Julia Austin : Absolutely. Thank you so much for being here. Ryan Embree: So before we get into this amazing property, and there's so much to cover, by the way, it is a history lesson just walking in, I love the term that was used during the tour of this is a love letter to the city. We're gonna talk all about this amazing property, but in hospitality, we know it's a big small world, right? We typically work for sometimes different brands. Sometimes we work for the same brand. I love hearing hospitality leaders and their journeys through their experience, and what led them to a new property like this. Julia Austin : Yeah, absolutely. So it is, it is such a small world and hospitality and, you know, I kind of came into the world by a dear friend of mine from college. I graduated and was trying to figure out what exactly to do next, and she introduced me to the world of hotels and I fell in love. And 15 years later, here I am miles away from home. I'm born and raised in Arizona, living in Atlanta, Georgia, and getting to be a part of this amazing signature hotel within the Hilton brand. It's been a wild journey, but I can now, looking back, can't imagine the last 15 years doing anything else other than working in such an amazing industry that the hospitality industry really is. Ryan Embree: Yeah. So many pieces of your stories echoed with industry leaders. I talked to first, sometimes a lot of hospitality industry people don't know what they're gonna do right outta college, fall into it, but fall in love to it and also heard that wild journey, to get you here at this incredible Signia by Hilton Atlanta. Let's talk about this for those, audience members that might not be familiar with Signia, because this is the first new build Signia, and for this brand. Talk to us a little bit about the characteristics, that make up what a Signia by Hilton is. Julia Austin : Yeah. You know, so when Hilton was really looking on how to expand the company and what we were going to do next, we really kind of reached out to the people, you know, what are you looking for when you travel? What are you looking for when you're planning meetings and events, when you're hosting galas or social events? And the resounding, you know, feedback that we as a company received was, we want something that is elevated, yet still approachable. So, you know, we wanna have these beautiful views, floor to ceiling, glass windows, you know, state-of-the-art meeting space and high level guest rooms. But we still wanna be able to feel like when we come to this hotel, even with just under a thousand rooms that we're family and that, you know, we belong here and, and we are really embracing ourselves not only in the brand and the hotel, but the community and the city that we're in at the time as well. So, and that's really kind of how Signia became to be. Ryan Embree: I mean, it again,

    23 min
  7. 16 APR

    163 - NYU IHIF 2025 Preview with Alexi Khajavi

    In this episode, Alexi Khajavi, President of Hospitality, Travel & Wellness at Questex, joins the Suite Spot to give listeners a preview of the upcoming NYU IHIF 2025 event taking place in New York City on June 1-June 3, 2025.  This industry event is one of the most elite hospitality investment forums in the world, so tune in to find out why you should attend and get your finger on the pulse of hospitality. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree. Thank you so much for joining me. We've got an incredible, amazing episode with a very familiar face. If you're watching us and subscribed to our Travel Media Group YouTube channel or hearing us on any of the streaming platforms. That's Alexi Kajavi, Questex President, hospitality Travel and Wellness. Alexi, thank you so much for being back on the Suite Spot. Alexi Khajavi : Ryan, good to be here. Nice to see you. Ryan Embree: We almost have to credit you now as a co-host. You've been with us so many times. We've got even though it's a familiar face, a new topic, which we're gonna go get into. You've been on the Suite Spot before. We've had a couple conversations talking about your hospitality journey, some of the mentors along the way. I figured we'd start out today talking about your role. I see you, follow you on LinkedIn, your jet setting, all over the place, thought leadership everywhere. It's gotta be pretty cool in that position. Give us a day in the life of your position and what you do. Alexi Khajavi : So Questex is a medium sized information services company. We're B2B media at our core. We inform and we connect buyers and sellers, professionals across six industries. So the three that you mentioned, hospitality, travel, and wellness, are the markets that I have the privilege of running. And then I've got a counterpart that runs our life sciences, healthcare and technology. And we do that by publishing, daily editorial, writing about the industries, the trends, the topics we research. We have over 6 million first party data records. So these are individuals, names, titles, emails, contact information, but also really more importantly, their demographics and their behavioral, information. So what content they read, what are they engaging with, what are the premium pieces of content or research that they're downloading. And we use all of that to inform us as to what are the trends and topics that are impacting that industry, or different segments or categories of businesses within a vertical. And then we use that in turn to develop our programs at our events, to develop our content strategy, whether that be in digital or print. And we then work with the brands, the sellers in those industries to connect with those buyers. So, you know, prime example in hospitality would be investors are, you know, looking for, you know, enhanced guest experiences. So what are the technologies and the solutions in, in hotels that can do that? We'll position those brands specifically to buyers with buyers intent in the marketplace, looking for things like that. So that's what we do, and it's a really incredible industry to be in, and very exciting. And at our core, it's a noble pursuit of informing and connecting professionals in these industries. Ryan Embree: Well, I'm sure, Alexi, you have a very unique perspective, getting to see really a 360 view of travel, hospitality, and wellness between all the data, the conversations that you're having with you know, some of these buyers and sellers. And that's really, is a great segue into what we're gonna talk about today. 'cause we're gonna turn our attention to the NYU IHIF event. Questex got involved with this event recently. You just preached the importance of using feedback and data. I'm curious,

    42 min
  8. 10 APR

    162 - AI & Guest Review Response: Latest Developments with Jason Lee

    Tune in to the latest Suite Spot episode featuring TMG’s very own Chief Technology Officer, Jason Lee, as he gives listeners the latest update on our newest innovation, SMART Response powered by TMG AI. Hear about the development, successes, and challenges of building a guest review response solution with the ingenuity of artificial intelligence. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Welcome to another episode of The Suite Spot. As you can see, if you're watching us on our YouTube channel, we are here in our Suite Spot podcast studio in Maitland, Florida, here with CTO, Jason Lee at Travel Media Group. Jason, thank you so much for being back on the Suite Spot. Jason Lee: Yeah, thanks for having me. In the seated position. Ryan Embree: Yes. I feel like we should be celebrating maybe like a 10th or 15th milestone of you coming on the Suite Spot or something like that. It's been a lot, but we're here to talk about a really important topic, something that's been bubbling up in conferences, conversations that we're having something that you're not a stranger to. You've been doing some research on this and, and have some updates for us. But AI, I mean, it seems to be the, obviously the, the hot topic, like I said, at these conferences or just in the industry, outside of the industry in general, and then pairing it with guest review response, something that Travel Media group obviously known for. We're coming up on the 2 million guest review mark. Which Is a fantastic milestone, really exciting milestone, but I figured we could start the episode by just kind of talking about how Travel Media Group got into guest review response. A lot of the stuff and solutions that we've talked about on this podcast have been through hotel your feedback. Talk to us a little bit about this journey in review response, and then we'll get to maybe where the state of the industry is now, and AI and guest review response. Jason Lee: Well, you know, working with hotels the way we have for a lot of years, almost 10 years ago, we were getting a lot of requests to do review response. And so, we're like, yeah, I think we can do it. And then as we got into it, we realized like, wow, this is complicated because every hotel's different. The vibe of the hotel is different, but also the amenities and policies, the quantities, the types of sites that are, have more text or less text ratings and like, I think even getting deeper into, you know, how a hotel wants to use language. And so like, it's even beyond voice, you know? So it's like it's literally grammar and also types of words. And so I think, so we started in this very simple place, very innocent, like, we can do this. This is gonna be awesome. And I think the first offering we had was 20 reviews. It was an SLA of 20 reviews a month. It was TripAdvisor only and . So we, like, we, we jumped to that and quickly, almost like instantly it was like, well, we need, we definitely need Google, and well, we definitely need Expedia. We definitely need booking. You know, so we had to adapt. And it went, the adoption was not just in the sites that we've brought on, it was also in the complexity of the response. It was also in then systematically creating a flow. So the review comes in, we have a writer that writes a response. That response goes to the property. So like, that stuff wasn't initially there. It goes to the property, the property can edit it, and then, and then it goes live back on the site. So that whole process was also sort of formulated during those first, that first year, and then has become very perfected over time where, where we've taken that and we have all sorts of mechanisms to make sure we capture hotel voice, make sure we're doing the right things, critical review pieces that we're doing. So all of these things to really sort of make it as authentic as possible...

    25 min

About

Tune into Suite Spot, the hotel marketing podcast by Travel Media Group. Twice a month, we’ll zero in on a topic relevant to hoteliers today. Learn about hotel marketing news and expert tips to help your hotel compete online. Topics we’ll cover include trends in social media, online reviews, and how travelers search for hotels online today to help hoteliers stay on top of industry trends and keep up with the competition. Suite Spot is hosted by Travel Media Group brand ambassador Ryan Embree, who is joined by other experts on all things hotel marketing. Have a question you’d like us to answer on the show or a topic you’d like to hear about? Text or leave us a voicemail at (407) 984-7455. For detailed show notes and transcripts visit http://www.travelmediagroup.com/suitespot/

You Might Also Like

To listen to explicit episodes, sign in.

Stay up to date with this show

Sign in or sign up to follow shows, save episodes and get the latest updates.

Select a country or region

Africa, Middle East, and India

Asia Pacific

Europe

Latin America and the Caribbean

The United States and Canada