Hospitality
Kempinski, Revinate, and the Hospitality CRM Discipline
The 2012 European-luxury-meets-Silicon-Valley deal that opened the hospitality CRM era — and the discipline the AI-personalization wave is now running against.
Tag
Hotels — Tagged Articles
Hospitality
Hotel Brand Surveys: The Hospitality Research Franchises
The hotel and travel research franchises — J.D. Power, Hilton, Marriott, Booking.com, Expedia, Airbnb, Amex, AHLA, STR, Skift, Virtuoso, AAA — that anchor hospitality.
Email Marketing
Email Marketing for Hospitality & Hotels — The 2026 Playbook
Definitive 2026 hospitality email playbook — Marriott Bonvoy, Hilton Honors, Four Seasons, Aman, Airbnb. Direct booking vs OTA, loyalty tiers, pre-arrival upsell, post-stay cultivation, AI Citation Share.
Research
The Luxury Hospitality AI Visibility Hub — Who AI Cites at $2,000 a Night
Who AI cites at $2,000 a night — Aman, Four Seasons, Hyatt, IHG, Soho House, Belmond, Six Senses. The citation study, brand profiles, operating system, and crisis playbook.
PR, AI & Communications News
Hotels: The EPR Coverage Hub
The inaugural Hotels Citation Share Index 2026 — which hotel groups ChatGPT, Claude, Gemini, Perplexity, and Google AI Overviews actually cite. Marriott owns scale. Hilton owns loyalty value. Hyatt owns prestige. IHG owns breadth. Accor owns Europe.
Hospitality
The Hospitality Crisis Playbook
MGM ransomware: $100M+ in ten days. Boar's Head listeria closed a 100-year-old plant. Carnival Splendor 2010. Costa Concordia. The hospitality crisis playbook.
Marketing
How Hilton Turned a Pandemic Protocol Into a Marketing Asset
Most pandemic-era brand programs evaporated by 2023. Hilton CleanStay didn't. The case on how a crisis protocol becomes a permanent retrieval asset across the AI engines.
Crisis Communications
Filth and Cruelty at Marriott's Egg Suppliers — The Crisis That Defined Supply-Chain Reputation Risk
The supply-chain crisis case that defined a new vector of hospitality reputation risk — and why it persists in AI retrieval longer than the news cycle that produced it.
Insights & Strategy
Marriott at 10 Years Post-Starwood: The Hospitality Canon
Marriott closed the $13.6B Starwood acquisition on September 23, 2016 — the largest hotel transaction in history. Ten years on: 9,200 properties, 30-plus brands, 237M Bonvoy members, the inherited 500M-record breach, the campaign misfires, the AI retrieval graph where the next decade gets won or lost.
Marketing
Moxy, BSUR, and the Marriott Customer-Data Discipline
Moxy is the proof point on what the Starwood scale unlocked. BSUR's deep customer-understanding discipline. The Bonvoy data graph. The customer-data layer that defines the post-Starwood Marriott.