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service recovery

Service Sells: The Psychology of Service Recovery in Hospitality

Consumer psychology is a fascinating thing. Brands across industries harness the deeply rooted needs, desires, and even fears of the public to sell things...
Outdoor bathroom

Eight Ways to Foster Wellness and Interconnectedness Through Hotel Design

Beyond traditional amenities, guests want distinctive touches such as a connection to the local culture, wellness features, a place to connect with others, and...
Fontainebleau Miami Beach, The Marvelous Mrs. Maisel, Photo credit: Prime Video

Starring Role: Fontainebleau Miami Beach Hosts Film Crews and Guests

On top of hosting its usual guests last June, Fontainebleau Miami Beach welcomed production crews to the property, accommodating filming in the hotel’s lobby...
Courtyard by Marriott Super Bowl LIV Suite (Photo by James McEntee/ AP Images for Courtyard by Marriott)

Courtyard by Marriott Unveils Super Bowl LIV Suite and Contest Winner

Bethesda, Md. — Courtyard by Marriott, the Official Hotel of the NFL, announced the winner of its Super Bowl Sleepover Contest: Denise Ammon. Courtyard...
ARRIVE Wilmington Confessional

Guests Anonymously Share Secrets at ARRIVE Wilmington’s On-Site Confessional

There is a tiny room tucked into a nunnery-turned-hotel in Wilmington, North Carolina, where guests can anonymously exchange secrets with strangers. In what was...
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