The shutdown proved a proverbial death knell for hotels in the month. In addition to decreased occupancy, the market reported a consistent decline across all revenue centers.
When you read a cross-section of negative comments from online reviews and guest surveys, its easy to recognize a common theme across all lodging operations: 'Heart failure.' More specifically, I am referring to the failure to understand the true heart of hospitality, which is 'caring about as well as caring for others.'
With the advent of technology, many activities previously performed by live humans have been replaced by automated methods. Is it really an improvement, or has the industry gone too far?
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