By Rohit Bhargava: You've heard of satisfied customers … but grateful customers? Those are the customers you really want. Here's how to get them.

By Danny King: Hotel grocery delivery is not just for select-service, extended-stay or family resorts anymore.

Carnival Corp. will spend $180 million on new exhaust cleaning technology on 32 ships to help it meet new environmental standards that threaten cruise itineraries near coastlines in North America.

By Jane Wakefield: In a modern spin on the tale of David and Goliath, a disgruntled customer has found a new way to use social media to take on a big corporation.

By feature writer Mike Oppenheim, M.D.:  “Come alone. Don’t bring any FBI or CIA” – not the words you want to hear as a hotel doctor.

Honeywell Aerospace released a survey that signals a shift among consumers in the definition of airplane passenger comfort and confirms an increasing demand for global, transoceanic, fast and consistent in-flight wireless connectivity. The research was conducted among more than 3,000 adults in the United Kingdom, United States and Singapore who have used Wi-Fi within the past 12 months.

Vacation is a time to indulge. For many, that indulgence may be lazing around in a beautiful place and doing nothing very much at all. For others, indulgence may come in a less… innocent… form. Whether your poison is liquid, herbal, material or menacing, here are the best cities to vacation in for your vices.

By feature writer Carla Caccavale: I know you know this hotelier.  You’ve met him (or her) at least once in your lifetime.  The one who is with a five-star hotel and lets you know it.  Repeatedly.  They would ink it across their forehead if facial tattoos were acceptable in their world, but guests and colleagues would probably turn an eyebrow up at it.

By feature writer Daniel Edward Craig: In researching ReviewPro’s Climbing TripAdvisor’s Popularity Index webinar last month, I asked a range of hoteliers how they achieved—and maintain—top-10 rankings. Their testimonials underscore that despite the disruptive force social media has had on the hotel industry, traditional hospitality has never been more important.

By feature writer Gary L. Jones: Whether you work for a small company or a large one, having unfilled positions can hinder your organization’s performance.  Unfilled senior level or critical positions can cause great problems in productivity and real revenue losses.  The term succession planning is used to describe the process used to identify key leadership positions (or critical positions), and define who will be able to move into those roles in the future.  A successful Succession Planning program will include the following components.