Stories, tactics, and updates from the modern hotel phone.
Google now puts a Chat button on your Business Profile, so a guest can text your hotel straight from Search and Maps. Setting it up takes about two minutes, and the harder part is choosing a number that answers.
Read the postMews shipped a check-in link that works for any guest, regardless of booking source or the email on the reservation. Here’s how it changes the relationship with OTA-booked guests at our hotel.
Running a small hotel often means doing everything yourself, but it doesn’t have to. Here are the five automations running our hotel now, and what they freed up our team to do.
Most boutique hotel operators know missed calls are bad. Few have actually counted what they cost. The honest number is bigger than most expect, and it shows up in three places that don’t always make it onto the books.
Running a small hotel means your team has to be generalists. Here’s what happened when we shifted an existing team member into a guest-facing role — and what it revealed about how much Hello Hotel has changed.
We didn’t have a plan for 2am when we opened The Timberline. Here’s the coverage system we built — and why it matters for any small hotel running without a 24/7 front desk.
We tried to run The Timberline on email and apps alone. Guests kept falling through the cracks. Here’s what we learned about why text works — and when a phone call still matters.
We became Mews certified this morning. Here is why we chose to build our first PMS integration with Mews — and what it means for hotels running on Mews today.
Most hotels rely on OTA inboxes because that’s where bookings happen. But platform-controlled messaging costs operators more than they realize — and unified inbox tools don’t fix it. Here’s what a channel you actually own looks like.
Boutique and independent hotels have been quietly removing in-room phones for years. Here’s why that makes sense — and what the operator communication gap looks like when you do.
It’s the 11pm call, the text nobody saw, the desk run by one person who is also covering the laundry shift because someone called in sick. I write about those because I deal with them, and then I build the things that fix them. If that sounds familiar, give me fifteen minutes and I’ll show you how we’ve solved them.
