Marketing & Guest Loyalty

Family holidays are all about making memories, relaxing together, and enjoying quality time - but anyone who’s travelled with a mixed-age group knows it’s not always as simple as it sounds.

Endless dial tones, repetitive hold music and confusing phone trees — these are the last things you want defining a guest’s first impression of your hotel. Yet for many properties, especially those facing staffing shortages, missed calls and delayed responses are daily realities.

Some industry experts claim that hotel guests are inherently disloyal, are interested only in the best deal, and, inevitably, end up booking with the OTAs — where they find the lowest rates.

There’s an old proverb that says if a stranger shows up at your door, feed them for three days before you ask who they are, where they’re from and where they’re going. And that’s a perfect illustration of true hospitality.

This year marks a milestone for us at The Bench as we celebrate 20 years in the UAE. Over the past two decades, Future Hospitality Summit (FHS) has evolved into the region’s most influential hospitality and tourism investment event, serving as a vital platform for leaders, innovators, and investors to connect, collaborate, and shape the future of the industry.

More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a great first stop for getting quick answers or resolving questions. After all, if you have a question, don’t you want it answered now?

One of the biggest changes in guest behavior is the expectation around hotel communication. In an always-on digital world, travelers expect to be able to message properties at any time of day, and to get considered responses quickly and in their own language.

In today’s digital-first travel landscape, your hotel’s social media presence is more than just a marketing tool—it’s an extension of your guest experience. A well-curated feed can inspire wanderlust, build brand loyalty, and even drive direct bookings. But with so many content options, what should you actually be posting?

Imagine this: two hotels side by side. Both boast rooftop pools, chic lobbies, and decent coffee. Yet one is bleeding profits while the other thrives, not by doing more—but by doing different. The latter doesn’t compete on price or amenities; it sails in its own Blue Ocean, where competition becomes irrelevant.

In the world of hospitality, sustainability is frequently discussed in terms of technology and operations such as LED lighting, water-saving systems, and local produce. These are meaningful steps, and many hotels across the Emirates have successfully adopted them. However, sustainability isn’t just a feature or a checklist; It is a mindset, and one that should be experienced by guests, not just practiced behind the scenes.