Discussions of guest expectations in today’s hotel industry often involve aspects such as hyper-personalization, digital transactions, guestroom entertainment, wellness, and sustainable practices. Perhaps because security is so fundamental to hospitality, it is less common as a trending topic. But the protection of guests and their assets will always be a priority, one that guests themselves are highly cognizant of. In fact, security deficiencies—perceived or actual—are among the most common complaints on guest satisfaction surveys, observed […]

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