The Cancellation Chasm: How to Master the Pre-Arrival Experience

Booked, But Not Hooked — Yet. In this episode, we explore the often overlooked stretch between booking and check-in and how to turn that quiet emotional gap into one of your strongest tools for building guest loyalty.Why This Episode MattersMost hotels go silent after a guest books. But for the guest, that’s when doubts begin. We unpack The Cancellation Chasm—and how to close it using psychology, empathy, and a little finesse.Because before the welcome mat comes the welcome message. Hosted on Acast. See acast.com/privacy for more information.

Om Podcasten

Psycho Hospitality: Behavioral Insights for Luxury Hospitality flips the script on traditional guest experiences, revealing the psychology behind what makes a stay truly unforgettable. Hosted by applied creativity and hotel marketing experts Kim Bagayawa and Mike Dell of The Essential Hotelier, along with behavioural science whiz George Quicksmith of Quicksmith Consulting, we dive headfirst into the art and science of high-end hospitality.We believe that while hotels compete fiercely on tangible luxuries—beds can only be so soft, desserts so sweet, and infinity pools so ... infinite — the next level of luxury lies in the mind. From the Peak-End Rule to Loss Aversion & Uncertainty, we decode the principles that get inside guests' heads. Each episode explores how a deep understanding of human behaviour can elevate hospitality from good to mind-blowing, transforming simple stays into extraordinary experiences. If you’re a boutique hotelier, marketer, or industry leader, the Psycho Hospitality podcast offers practical tips for creating extraordinary stays that guests will rave about.Because it's not just hospitality, it's Psycho Hospitality.Subscribe to Psycho Hospitality wherever you get your podcasts. Hosted on Acast. See acast.com/privacy for more information.