Deanna Ting

Hotels Find That Guests Won’t Wait When It Comes to Mobile Messaging

While we'd probably cut these response times in half or maybe more before we start to get frustrated, the importance of this survey lies not in how long people are willing to wait for a response to a hotel service request made by text, mobile apps, email, or social media. It's the fact that more hotels need to be paying attention to these channels and instituting better standards for addressing requests that come through them.

Interview: How Marriott Will Position Its 30 Hotel Brands

We're still sticking with our takes on which Marriott and Starwood brands will ultimately stay and which ones will ultimately go, but if you want to know what Marriott has in store for all 30 brands, as well as some other still-under-wraps initiatives it plans to launch, read on.

Wyndham Fails to Make a Play for Starwood Loyalty Members

If Wyndham had succeeded in luring away SPG members who aren't necessarily elite or top-tier-level members, that would have been a big win for the company, whose portfolio skews more toward economy and midscale brands. But alas, this promotion was proof that even the best-laid plans may not always work--and it pays to pay more attention to how you set it all up.