The B2B magazine of generous hospitality® · 180+ articles published since 2011 · 10k newsletter subscribersHotel expertise
The technical backstage of luxury hospitality: field audits, mystery guest surveys and operational analyses, drawn from several hundred hotels visited.
Building a customer experience strategy in the hotel industry
Building a customer experience strategy in the hotel industry In an increasingly competitive sector, a hotel can no longer succeed by imitating its…
June 1, 2026 · 8 min read
Hospitality and the power of gestures: a sensory art to enhance the customer experience
When the gesture becomes a tribute to the other, it transcends mere action to become ritual, emotion and connection. In the world of hotels, restaurants,…
May 7, 2026 · 8 min read
When hospitality inspires craftsmanship: excellence in know-how to enhance the customer experience
Hospitality and craftsmanship excellence: how EPV know-how inspires the luxury hotel industry and enriches the customer experience.
March 12, 2026 · 6 min
Hotel Spa: Is Your Spa Really at the Service of Your Hotel?
The spa is no longer just a hotel amenity. Find out how it's becoming a strategic driver of profitability, customer experience and differentiation for hotels.
March 5, 2026 · 10 min
Case study of a mystery shopper in the luxury hotel industry: An in-depth analysis with DELPORTE HOSPITALITY
Discover the importance of mystery shopping in the luxury hotel industry with DELPORTE HOSPITALITY. Take advantage of a personalized audit to optimize the customer experience, identify strengths and areas for improvement, and maximize customer satisfaction.
February 8, 2026 · 5 min
Analyze mystery customer feedback to improve the customer experience
Find out how to use mystery shopper feedback to improve the customer experience and boost satisfaction.
January 4, 2026 · 6 min
The Mystery Guest, a Key Player in Hospitality: Beyond Inspection, a Vision of Excellence
At Delporte Hospitality, the mystery guest is not a judge but a demanding partner. My perspective on a mission built to serve a living, human hospitality.
December 15, 2025 · 5 min
Why organize a conference on the definition of luxury hotels?
Discover the DELPORTE HOSPITALITY conference which decodes the codes of luxury hospitality and helps teams understand, integrate and perform in the luxury hotel industry.
November 27, 2025 · 8 min
10 essential tips for improving the hotel guest experience
Laurent Delporte shares his 10 strategic tips to optimize welcoming, personalize service, and build guest loyalty in your hotel.
November 11, 2025 · 5 min
François Delahaye, a leading figure in luxury hospitality
Meeting with François Delahaye, general manager of Plaza Athénée and a key figure in French hotel excellence.
September 22, 2025 · 6 min
Successfully upgrading your hotel: a profound transformation in hospitality
Discover how to successfully transform your hotel's hospitality offering and ensure a sustainable upmarket positioning, focused on the customer experience.
August 25, 2025 · 8 min
How to Attract More International Guests to Your Hotel
I outline concrete levers, from SEO to social media and generous hospitality, to attract and retain an international guest base for your hotel.
April 17, 2025 · 4 min
Mystery Guest: A Key Tool to Measure and Improve the Luxury Hotel Experience
The mystery guest method offers an objective way to measure real service quality in luxury hotels, and to improve it detail by detail.
February 28, 2025 · 2 min
Hosting the Spa-A Quality Label Award Ceremony
A look back at the Spa-A Quality Label ceremony at Hôtel Le Bristol, hosted by Laurent Delporte alongside Marion Bartoli to celebrate excellence.
December 16, 2024 · 2 min
Sleep in luxury hotels: the real challenge of the customer experience
Laurent Delporte, French expert in luxury hotels, offers his advice in the selection of high-end bedding for hotels.
December 16, 2024 · 7 min
Trump Hotels: History, City Hotels and Golf Resorts
Discover my overview of Trump Hotels, covering its history, city and resort collections, personalized guest services, and sustainability challenges.
June 23, 2020 · 9 min
Ralph Radtke: Getting Back to Basics to Reinvent Service in Luxury Hotels
With Ralph Radtke, from the Ritz to the Çırağan Palace Kempinski, I revisit the essentials of luxury hotel service: keeping your promises before adding gadgets.
December 17, 2019 · 7 min
Virtuoso: Matthew Upchurch and Luxury Travel
Matthew Upchurch leads Virtuoso, the top luxury travel network with 17,500 advisors in 50 countries, championing sustainability and human connection.
December 6, 2019 · 9 min
Digital Technology at Raffles Europejski Warsaw
Thomas Guss, first General Manager of Raffles Europejski Warsaw, discusses digital technology, talent recruitment, and the hotel's 400 pieces of Polish art.
February 20, 2019 · 4 min
What Makes a Palace Hotel in France?
France's Palace label, created in 2010, now distinguishes 31 five-star hotels. Beyond the official criteria, I believe a true Palace is judged by the experience itself.
December 4, 2018 · 3 min
Digital Technology in Small Luxury Hotels of the World
Discover my interview with Filip Boyen on how Small Luxury Hotels of the World integrates digital technology and social media in luxury hospitality.
August 6, 2018 · 5 min
The Palace Label: A Distinction for Everyone?
Should every great French hotel chase the Palace label? My conversation with François Delahaye, one of its creators, on where it came from and where it is heading.
October 20, 2017 · 4 min
Mr. Ritz: The Visionary of Luxury Hospitality
César Ritz invented the codes of the modern Palace hotel. A look back at his visionary legacy, and what it still teaches us about reinventing luxury.
October 17, 2017 · 3 min
Water: A New In-Room Service for Tomorrow's Hotel
I imagine the hotel room of the future: free access to purified water, still or sparkling, to replace plastic bottles with a real guest service.
September 5, 2017 · 3 min
Thalassotherapy, a French Wellness Tradition
Meeting Marie-Cécile Blanchard, director of the Sofitel Quiberon thalassotherapy institute, the birthplace of thalasso, born in 1964 thanks to Louison Bobet.
April 5, 2017 · 5 min
Three New Palace Hotels in France
Three hotels win France's Palace label: the Cap-Eden-Roc, the Cheval Blanc Saint-Barth, and the Peninsula Paris. I look at what this distinction really changes.
July 25, 2016 · 2 min
Inspiration Notebook: The World of Hotel Spas
An inspiration notebook on the world of hotel spas: their rise in luxury hospitality, the profitability question, and what sets a real spa apart from a marketing gesture.
March 7, 2016 · 2 min
2014: New Palaces
In 2014, I break down Atout France's Palace distinction, its criteria of excellence, and why some great hotels prefer never to apply for it.
July 10, 2014 · 3 min