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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Hotels must find ways to make it easy for guests to stay active.

Hilton is bringing a new kind of customer experience into its guest rooms with fitness, according to Skift. The room is called Five Feet to Fitness and includes at least 11 items of exercise equipment.

In an interview with Skift, Ryan Crabbe, senior director of global wellness for Hilton, said, “The global wellness movement — (pushed forward by) people who are turned into health and better living — is a larger than it has ever been.”

For the hospitality industry, this means creating unique ways for guests to stay active while they are on vacation or traveling for business. Insights from online reviews can be part of understanding how satisfied guests are with your current fitness offerings.

To understand what existing and potential guests are saying online, hotel and hospitality executives must track customer feedback across all relevant platforms, including social media and online review sites for hotels.

See also our 2017 Hotel Reputation Management guide.


Megan Wenzl

Megan is the Associate Editor for ReviewTrackers. She's a writer who is committed to finding useful information to help your business succeed. Megan holds an M.A. in journalism from Columbia College Chicago.


  1. Amanda Eicher

    Fitness is such a huge part of many people’s lives. I love this idea by Hilton to improve their customer experience. It allows guests to keep up with their fitness routine while on their stay without having to leave their rooms. I think this is a brilliant idea and will soon be a trend you see in other hotel chains