How do you handle customer feedback?

In the hospitality industry, feedback isn’t just a formality—it’s the cornerstone of growth. As travel trends shift and guest expectations evolve, hotels must do more than simply offer a place to sleep; they must deliver experiences worth remembering. This means embracing every piece of guest feedback, not as criticism, but as insight into how to adapt and excel in an ever-competitive market. No one understands this better than Ricky Flores, Assistant General Manager of Glo Best Western, who shares how he turns guest reviews—good or bad—into opportunities for continuous improvement.

Recent Episodes

In the ever-evolving landscape of hospitality, staying competitive hinges on more than just great service—it requires smart, scalable technology. As guest expectations grow and labor markets tighten, hotels are turning to cloud-based solutions to simplify operations and deliver personalized experiences. The property management system (PMS) is no longer just a backend tool; it’s the nerve…

In the fast-evolving hospitality industry, seamless technology integration has become more than a luxury—it’s a necessity. Hotel managers face increasing pressure to keep up with new mandates, rising operational costs, and guest expectations that change faster than ever. Smart TVs, mobile check-ins, and streamlined communication platforms aren’t just nice to have; they’re critical touchpoints…

In today’s competitive hospitality landscape, hotels are under pressure to deliver seamless service while optimizing operational efficiency. Property management systems (PMS) like Visual Matrix are transforming how hotels run, offering powerful tools to manage everything from housekeeping to revenue tracking—all in one place. What makes systems like Visual Matrix so impactful is their intuitive design,…