On Experience

Hotels

4-Hour Waits at Immigration and $27 Hot Water: Has American Hospitality Lost the Plot?

There's a worrying trend in American hospitality: Travelers coming to the U.S. from abroad often encounter sloppiness, rudeness, and ineptitude in stereo sound.

4-Hour Waits at Immigration and $27 Hot Water: Has American Hospitality Lost the Plot?

Hotels

The New Sound of Luxury

Sound is an opportunity area that luxury hoteliers haven't fully capitalized on. But they are perfect places to create unique, rarified experiences.

The New Sound of Luxury

Hotels

Luxury Hospitality’s Secret Sauce

True luxury doesn't come from glitz. It is generated by the 10% extra effort a team delivers beyond already high standards.

Luxury Hospitality’s Secret Sauce

Hotels

The Biggest Innovators in Travel and Hospitality

Big brands have a tendency for stasis: I'm particularly interested to see how AI and new technology will soften the ground for a new wave of hospitality entrepreneurs and visionaries to shape a very dynamic industry, particularly in emerging markets like Saudi.

The Biggest Innovators in Travel and Hospitality

Airlines

Alaska Airlines: Pacific Northwest Charm Can Beat Luxury

Alaska may not be the sexiest carrier in North America, but its brand management and consistent execution across various customer touch points is a masterclass.

Alaska Airlines: Pacific Northwest Charm Can Beat Luxury

Hotels

Peninsula Hotels’ Luxury Vision: ‘Finest’ Is Better Than ‘Best’

Peninsula has taken a slow, thoughful approach to expansion as other brands stamp out luxury hotels like razor blades. Key to the thoughtful brand management is the brands COO, Peter Borer, who is obsessive over brand clarity.

Peninsula Hotels’ Luxury Vision: ‘Finest’ Is Better Than ‘Best’

Airlines

Airline Loyalty Keeps Degrading: I’m a Free Agent and You Should Be Too

When it comes to airline loyalty, if everyone is "elite" no one is. As Delta rebalances its loyalty program, customers need to remember it is a business in the service of shareholders. I'm surprised it has taken this long for programs to arrive at this revenue-driven conclusion.

Airline Loyalty Keeps Degrading: I’m a Free Agent and You Should Be Too

Hotels

Cambodia’s Conservation: Modern Approach For High-End Travelers

Cambodia is in its earliest stages of establishing conservation during a precarious time. There are lessons to be learned in Africa, and David Steyn, GM of Shinta Mani Wild tented camp, is helping to broker them.

Cambodia’s Conservation: Modern Approach For High-End Travelers

Hotels

Modern Luxury: The Case For an Elevated Boutique Hotel

As the hyper luxury category spirals upwards, there is new white space for elevated boutique hotels that still offer five-star service. A new Paris opening is a perfect reference for what this category should look to.

Modern Luxury: The Case For an Elevated Boutique Hotel

Tourism

Biggest Innovators in Travel and Hospitality: Summer Edition

We're back with another installment of inspiration in hotels and hospitality, with an emphasis on craft and touch amidst a hyped-up business cycle for luxury. Here are a few brands, ideas, and services that deserved a hat tip in the first half of 2023.

Biggest Innovators in Travel and Hospitality: Summer Edition