The Changing Landscape of Hospitality in 2024: Embracing Authentic Experiences and Customer Feedback to Drive Innovation and Brand Evolution 

During our popular TrustYou User Meet-up, we met with professionals from the hospitality industry and discussed how customer feedback drives innovation and business performance. 

We asked a few experts at the meeting to share their ideas on how data shapes decision-making, what trends define the guest experience in 2024, and how they use guest feedback analytics to enhance guest satisfaction. 

The 2023 edition of TrustYou’s User Meet-Up was a great opportunity to catch-up with industry experts and discuss the latest customer feedback trends.

#1 A Dynamic Industry Shaped by the Ever-Evolving Guests’ Expectations

The hospitality industry is a dynamic and ever-evolving landscape, constantly shaped by the guests’ expectations and needs. One of the most exciting aspects of working in hospitality is the fast-paced nature of the industry. Each day brings new guests, innovations, and feedback, creating an environment where change is the only constant.

Sarah Besser Director Of Service Excellence Mandarin Oriental 1

‘’This dynamic excites hospitality industry professionals, as they strive to provide authentic and evolving experiences for their guests,’’says Sarah Besser, Director of Service Excellence at Mandarin Oriental

#2 Beyond Sustainability: Responsible Tourism as a Defining Trend for 2024

In recent years, there has been a shift towards focusing on authentic and local experiences in the hospitality sector. Guests seek more than just a place to stay – they search for meaningful and culturally rich experiences. This has led to the development of responsible tourism, where sustainability and responsible practices are at the forefront. The industry is adapting to meet these evolving demands in terms of accommodation, responsible flying, and other aspects of travel.

“Customer feedback has become an essential driver of innovation and improvement in the hospitality industry. ‘’By aggregating and analyzing guest feedback, companies can make actionable decisions that directly impact the guests’ experience,’’ says Céline Mamane, the Head of Digital Marketing at Meininger Hotels.

Celine Mamane Head Of Digital Marketing Meininger Hotels

#3 Embracing the Customer-Centric Mindset

This customer-centric approach has transformed the way decisions are made within the industry, focusing on areas of improvement such as cleanliness, comfort, and overall service quality. By embracing this customer-centric mindset, the hospitality industry is evolving into a more responsive and authentic experience for guests.

Frank Seedorf Chief Digital Officer Bb Hotels

Frank Seedorf, the Chief Digital Officer at B&B Hotels says ‘’Customer feedback is the core of developing the brand further. While working with the data, we manage to drive decisions differently. Customer feedback is the engine of the activation of innovation.’’


In the ever-evolving hospitality industry, embracing customer centricity is not only about meeting guests’ desires for improved comfort and service quality; it’s also about fostering authentic and tailored experiences. By leveraging customer feedback as the core driver of brand development and innovation, the hospitality industry of 2024 is poised to provide memorable and breathtaking experiences for every guest.

Trustyou User Meet Up 2023