Calm lake and fells at dusk, viewed from a hotel terrace

GuestStory Insights

Ideas on guest experience, hospitality marketing and the moments worth sharing.

Perspectives for hoteliers and venue owners thinking about the guest journey — from the moment of booking to the story guests tell afterwards.

Hotel waiter bringing bottle of champagne to a table on a terrace overlooking a scenic view

Guest Experience

4 March 20265 min read

The psychology of anticipation: why the days before arrival matter

The gap between booking and arrival is one of the most emotionally engaged periods of a guest's entire stay, and one of the most overlooked by hotel marketing.

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Guest's view from a luxury suite window overlooking the water

Social & Marketing

18 February 20264 min read

What guests actually share on social media (and why)

Guests aren't looking for an advert to repost. They're looking for something that reflects well on them. Understanding that distinction changes what's worth creating.

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Guest Experience

27 January 20264 min read

Beyond the confirmation email: rethinking the first touchpoint

The booking confirmation is the first thing a hotel sends after taking someone's money. It's worth asking whether it reflects the experience being sold.

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Exterior of a small independent country-house hotel

Hospitality Trends

9 January 20265 min read

How boutique hotels compete with bigger brands on guest experience

Independent and boutique properties can't out-spend hotel groups on advertising. They can out-personalise them if the guest journey is built to make that possible.

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