While the UK enjoyed its warmest and sunniest spring on record, hospitality businesses—especially small hotels—have been grappling with stormier economic realities. Chief among them is the significant increase in wage costs brought on by April’s uplift in the National Living and Minimum Wages, alongside changes to National Insurance. For many, this has meant a sharp rise in operating costs, with labour now the top financial concern heading into the next 12 months.

Premier Inn’s slowdown offers a mixed message—here’s how small independent operators can respond.

As the UK’s largest hotel brand, Whitbread’s performance is often seen as a bellwether for the broader hospitality market. Their most recent quarterly results revealed a surprising slowdown in domestic demand, with UK accommodation sales down by up to 3% and total UK revenues dipping 5% year-on-year.

At first glance, this might sound ominous—but for small, independent hoteliers, there are insights and opportunities hiding in the numbers.

There’s a smart, cost-effective way to stop potential bookers from leaving your website for Booking.com. It’s a clever new service — and no, it doesn’t involve rebuilding your site. Instead, it gives you a clear, actionable overview of what’s happening on your web, pinpointing exactly what might be driving visitors away and showing you how to fix it.

Crafting a wine list for a small hotel is a delicate balancing act—part art, part business, and all about enhancing the guest experience. Done right, a wine list can elevate your dining service, boost revenue, and reflect the character of your establishment. Done wrong, it risks overwhelming guests and leaving staff scrambling for answers. Whether you're revamping your current selection or starting from scratch, here are some essential dos and don'ts to guide your way.

If the customer is at the desk and demanding to see you, even if the customer is upset or aggressive, your composed and attentive presence can instantly de-escalate tension. A simple line like, “Thank you for bringing this to my attention—I’m here to help,” can go a long way before you even get into the details. 

How you handle these stressful situations can make all the difference. Here are the 10 essential dos and the 6 don’ts for addressing dissatisfied customers effectively:

• Employers must pass on all tips to workers without deductions.
• Over two million workers in England, Scotland, and Wales will benefit.
• Employers must have a written policy on fair tip allocation.

• Cost-effective marketing for engaging past guests and driving repeat bookings.
• Strengthen guest relationships and foster loyalty through tailored offers and recommendations.
• Promote special offers and events boosting direct bookings.
• Gather valuable insights. Email campaigns provide analytics that help refine marketing strategies based on guest behaviour.

As of February 20, 2025, Google ended commission-based bidding for hotel ads. Previously, hotels paid only when a booking was made. Now, they must pay upfront for clicks (CPC) or set a revenue target (tROAS), increasing financial risk.

• An imaginative way to attract bookings during off peak periods. 
• Save on commission payments.

Imagine if a store card in a customer’s wallet didn’t just offer retail perks—but also unlocked exclusive savings on hotel stays. That’s exactly what Innfill proposes for John Lewis cardholders, offering them the chance to enjoy discounted leisure breaks when booking directly with you.

• Maximise Off-Peak Bookings during October.
• Align with National Trust to foster brand trust and repeat business.
• Get ready now for next winter months with this idea.

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