The Accommodation Show · 2026-06-03 · 35 min
Speed has become a virtue all on its own. Everything has to be faster, cheaper, more automated, more efficient. And in the rush to optimise everything, we've quietly stopped asking whether the thing we're optimising actually matters. That tension is everywhere in our industry right now. Operators are pouring time into revenue management, dynamic pricing, OTA visibility, and direct booking funnels. All of it important. But while everyone is fighting for the booking, the part that comes after the booking, the actual stay, is often held together with manual workarounds and hope. In this episode I sit down with Corrine Harris, General Manager at Operto, to talk about the middle of the guest journey. The part that decides whether someone leaves a review, comes back, or quietly never books with you again. We get into why getting the guest into the property is still the biggest pain point, how to automate without losing the human touch, why guest expectations have quietly caught up with hotels, and why chasing every new AI tool is the fastest way to burn six months on the wrong project.
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