Hotelier Weekly Roundup: 15/08/25

Another exciting week in Australian vibrant and dynamic hotel industry!

August 15, 2025 • Estimated Reading Time: 5 minutes

What’s on my mind this week is the shifting nature of guest satisfaction and online reviews.
The Global Review Index (GRI) just hit a record 86.9% in Q2 2025—a strong sign that guests are, on the whole, happier than ever. But here’s the twist: review volume is stalling in key markets like North America and Europe. We're seeing what some are calling “feedback fatigue”—where guests are satisfied but not motivated to leave reviews. It’s a paradox: satisfaction is up, but feedback is slowing down, making it harder for hotels to showcase their progress and stay visible online.

Meanwhile, platforms like Google are surging in review share, and AI-powered responses are becoming the norm. Guests now expect quick, thoughtful replies—sometimes within hours, not days. AI tools have helped reduce the average response time from two weeks to just three days globally, but that speed must not come at the expense of authenticity. And while overall scores are rising, department-level scores (like Cleanliness and Room) are slipping. These are foundational elements—no amount of digital efficiency can make up for underperformance in the basics.

So, as we head into the busy season, the focus for hoteliers should be twofold: continue to elevate operational standards on the ground, and refine your digital response strategy across review platforms. Encourage quality guest feedback in ways that feel natural—not forced—and invest in systems that support fast, consistent, human-centred engagement. Because in the end, it’s not just about chasing 5-star scores—it’s about delivering a 5-star experience, online and on-property. 

🏨 Top 6 Hotel Industry News You Need To Know

🏆 Story of the Week

Checking In with Anthony & Glenn

🎧 Recommended Episode:
843 True Hospitality - Emotional Connections, Industry Insights, and Concierge Secrets
n this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, explores how brands can build loyalty through connection, exclusivity, and experience—not just points. She shares how partnerships with Rolling Stone and SailGP help create brag-worthy moments, while emphasising that tech should support, not replace, human interaction. With humour and authenticity, she explains what truly sets brands apart in a crowded market.

🔗 Listen on: Spotify | Apple

🗓️ Upcoming Industry Events

Did You Know? For a truly unforgettable experience, underwater hotels offer the chance to enjoy life beneath the sea without ever getting wet. One of the most famous examples is Conrad Maldives Rangali Island, which boasts an underwater suite with incredible views of coral reefs and marine life. These rooms feature floor-to-ceiling glass windows, allowing guests to marvel at the ocean's beauty while enjoying complete luxury. As underwater hotels gain popularity, more resorts around the world are likely to offer this unique and immersive experience for adventurous travellers.

Till next time,

Hotelier Roundup

Disclaimer: This content is carefully curated from publicly available sources and is provided for informational purposes only, while we try our best to verify all information presented, we cannot guarantee 100% accuracy or completeness.

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