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By Shreenidhi Jagannathan
Published on July 13, 2024
In the dynamic world of hospitality, the heartbeat of success resonates not just in luxurious amenities or picturesque locations, but in the invaluable feedback provided by guests. Customer feedback is the compass guiding the evolution of the hotel and hospitality industry, steering it toward excellence and unparalleled service.
Feedback isn't just about pointing out flaws; it's a beacon illuminating areas of improvement and celebration. Every comment, review, or suggestion is a treasure trove of insights, influencing the very essence of a guest's experience. From the moment a guest checks in until they bid farewell, every interaction shapes their perception, and their feedback serves as a roadmap for hotels to refine their services.
In the digital age, guest reviews wield unprecedented power. Online platforms serve as megaphones, amplifying voices and shaping the choices of future travellers. A single review can influence countless decisions, making feedback an instrumental force in shaping the reputation and success of a hotel.
Moreover, feedback fosters a culture of continuous improvement. Hotels that actively seek and value customer input are better equipped to adapt, innovate, and exceed expectations. They recognize the significance of understanding evolving guest needs and preferences, ensuring a tailored and memorable experience for each visitor.
Notably, feedback doesn't just impact individual establishments; it influences industry trends and standards. Trends emerge amenities evolve, and services adapt—all in response to the collective voice of customers. As hotels strive to meet and exceed expectations, feedback becomes the cornerstone of innovation, driving the evolution of the entire hospitality landscape.
However, feedback isn't a one-way street; it requires a partnership between guests and hotels. Encouraging guests to share their experiences, both positive and constructive, creates a symbiotic relationship. Guests feel heard and valued, while hotels gain indispensable insights to enhance their offerings.
Therefore, as patrons of hospitality, your feedback matters. Whether through online reviews, suggestion boxes, or direct conversations, your input shapes the experiences of future guests and guides the continuous improvement of hotels worldwide.
Let's embrace the transformative power of feedback. Every review, every suggestion, every comment is a stepping stone toward elevating the standards of hospitality. Hotels eagerly welcome your feedback, appreciating each contribution as a catalyst for growth and enhancement.
Next time you check out of a hotel, remember your feedback is a gift—a gift that holds the potential to shape and enhance the experiences of fellow travellers. Your voice matters, and hotels are grateful for the invaluable insights you provide. Together, let's continue to craft exceptional experiences and shape the future of hospitality through the simple act of sharing our thoughts.
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By Manu Vardhan Kannan
Published on November 1, 2026
India's east coast is facing growing challenges from unpredictable weather, warmer oceans and the threat of intense cyclones. For tourism, hospitality and seafood businesses across Andhra Pradesh, Odisha and Tamil Nadu, these changing conditions are no longer just environmental concerns. They are becoming operational and economic challenges that demand long-term planning.
The recent severe cyclonic storm Arnab, which made landfall on October 28, 2026, highlighted the difficulties coastal destinations face when storms intensify rapidly. With core wind speeds of 125–135 kilometres per hour, the storm brought more than 100 mm of rain to parts of Andhra Pradesh, including Anakapalli, Visakhapatnam, Kalingapatnam, Kakinada and Machilipatnam. Its rapid intensification also presented challenges for forecasters, with some models failing to anticipate its eventual strength.
The disruption extended beyond public safety. Beach closures, suspended transport, damaged roads and cancelled sightseeing activities affected tourism across coastal Andhra Pradesh and southern Odisha. Suryalanka Beach in Bapatla was closed temporarily, while landslides and road damage disrupted access to attractions around Araku Valley. In Odisha, tourism boat operations at Chilika Lake were suspended, while restrictions affected beaches and other tourist destinations. Flooding also disrupted travel near Puri and along parts of the national highway connecting Odisha and Andhra Pradesh.
For hotels, resorts and tour operators, such interruptions can quickly translate into cancelled bookings, lower occupancy and delayed revenue recovery. Even after a storm passes, damaged roads, disrupted flights, power outages and restricted access to attractions can prevent destinations from returning to normal operations. Businesses must also account for higher spending on emergency power, drainage, insurance, repairs and staff safety.
The risks vary across destinations. Visakhapatnam combines beach tourism, a major port, fishing activity and a growing hospitality sector, making it vulnerable to disruptions across several industries at once. Chennai faces a different but equally important challenge during the northeast monsoon, when intense rainfall and urban flooding can affect airport access, heritage tourism, events and restaurant businesses. Puducherry's boutique hotels, cafés and beachside attractions are also exposed to rough seas, coastal erosion and waterlogging.
In Odisha, Bhubaneswar serves as a gateway to popular destinations such as Puri, Konark and Chilika Lake. When coastal attractions close, hotels in the city may face itinerary changes, refund requests and guests unable to continue their planned journeys.
Fisheries and seafood supply chains face similar pressure. Rough seas and cyclone warnings reduce the number of safe fishing days, directly affecting fishing communities and the availability of fresh seafood. Flooding can damage fish-landing centres, ice plants, cold storage facilities and market access. Warmer sea temperatures may also alter fish distribution and catches, while shrimp farms in Andhra Pradesh and Tamil Nadu face risks from flooding, changing salinity and power interruptions.
The developing El Niño conditions add another layer of uncertainty. Forecasts cited by the Indian National Centre for Ocean Information Services indicate that Indian Ocean sea-surface temperatures could remain above normal into April or May 2027, with peak El Niño conditions expected during November 2026 to January 2027. Warmer waters can increase marine heat stress, while changing weather patterns may affect rainfall, fisheries and coastal operations. However, El Niño does not automatically mean more cyclones or heavier rainfall everywhere; its effects vary by region and season.
For India's coastal hospitality sector, preparedness must become part of everyday business planning. Hotels need reliable emergency power and water, clear evacuation procedures, weather-aware booking policies and transparent cancellation options. Tourism businesses can also reduce their dependence on beach activities by promoting inland heritage, cultural, culinary and nature-based experiences.
At the policy level, stronger coastal infrastructure, improved drainage, resilient fishing harbours, mangrove restoration and stricter development controls can help reduce long-term exposure. Regular use of India Meteorological Department and INCOIS advisories can also help hotels, tour operators and fishing communities make informed decisions before conditions deteriorate.
India's east coast remains an important destination for leisure travel, religious tourism and seafood production. Protecting its future requires a shift from repairing damage after every disaster to preparing communities, businesses and infrastructure before the next one arrives.
By Hariharan U
Published on October 31, 2026
Delhi's latest move to strengthen its Food Safety Department raises an important question for the hospitality industry: Is the answer to food safety simply more inspections, or does the system need deeper accountability across the food supply chain?
The Delhi government has announced plans to modernise the department's inspection system with advanced technology and increase its staff strength. Chief Minister Rekha Gupta said the measures are intended to ensure faster inspections and timely action against irregularities.
The announcement comes amid an ongoing crackdown on suspected food adulteration. In one recent enforcement drive, officials seized 948.9 litres of ghee from Bhogal Market, Najafgarh Market and Shiv Vihar. The government has also indicated that the campaign will continue throughout the year, with a helpline available for public complaints.
While the seizure highlights the importance of enforcement, it also raises questions about how effectively food quality is monitored before products reach consumers. A seizure does not, by itself, establish the extent of adulteration or identify where failures occurred in the supply chain.
For hotels, restaurants, catering companies and institutional kitchens, food safety is not limited to the final stage of preparation. It begins with sourcing ingredients, verifying suppliers, maintaining storage temperatures, preventing cross-contamination and ensuring hygienic handling throughout operations.
More inspectors and better technology could improve the department's ability to identify violations. However, the effectiveness of these measures will depend on how frequently inspections are conducted, how quickly complaints are investigated and whether violations result in consistent corrective action.
There is also a larger responsibility for food businesses. Establishments cannot treat regulatory inspections as their primary food safety mechanism. Regular internal audits, staff training, supplier verification and transparent procurement practices must become part of everyday operations.
For an industry built on consumer trust, a food safety incident can affect more than one establishment. It can influence public confidence in restaurants, hotels and the wider dining sector.
Delhi's proposed revamp is a necessary step. But the real measure of its success will not be the number of inspections conducted or the volume of products seized. It will be whether consumers can trust the food they are served, every day.
Digi Yatra is taking another step towards making airport travel faster and more convenient, with trials to extend its contactless passenger processing system to eligible international departures at seven Indian airports. The programme is scheduled to go live on November 1, 2026, following the beta phase, with trials planned through December.
The three-month programme covers Indian nationals holding e-passports who are travelling internationally on Air India and IndiGo. The trials will take place at Delhi, Bengaluru, Hyderabad, Cochin, Mumbai, Chennai and Amritsar airports. Eligible passengers will be able to use Digi Yatra at enabled terminal entry points, security hold areas and boarding gates, subject to infrastructure availability.
The programme will cover all international destinations served by Air India and select destinations served by IndiGo. Passenger feedback gathered during the trials will help inform plans for a wider rollout in 2027.
Digi Yatra uses facial recognition technology to verify a passenger's identity at participating airport checkpoints. After registering on the app and linking their flight details, passengers can use their face as a digital identity token at enabled touchpoints, reducing the need to repeatedly present a boarding pass and identity documents.
The system aims to simplify airport entry, security checks and boarding through dedicated lanes and contactless verification. However, as digital technology becomes a larger part of the passenger journey, its success will depend not only on convenience but also on public awareness, privacy safeguards and passenger confidence.
Building Trust Through Transparency
While Digi Yatra offers the potential for smoother airport movement, concerns around consent, biometric data and the handling of personal information have raised questions about how the system should be implemented.
Passengers have previously raised allegations of being registered for Digi Yatra by airport staff without their explicit permission or informed consent. Questions have also emerged around data governance, software ownership and the management of passenger information. Legal challenges have further brought attention to the collection, storage and processing of personal and biometric data. These concerns highlight the importance of clear guidelines and transparent communication from the Ministry of Civil Aviation and the organisations responsible for operating the system.
First, passengers should receive simple and accessible information explaining how Digi Yatra works, what information is collected, how it is used, who can access it and how long it is retained. The process for withdrawing consent and understanding available alternatives should also be clearly communicated.
Second, participation must be based on informed consent. Passengers should not feel pressured to register or use facial recognition technology to access airport services. Clear procedures should be established to prevent unauthorised enrolment and ensure that travellers understand their choices before signing up.
Third, strong data protection and cybersecurity measures are essential. The authorities should clearly communicate the safeguards in place, conduct regular independent security audits and establish accountability for any misuse, unauthorised access or data breach. Clear rules governing data retention, deletion and access by third parties would help passengers better understand how their information is protected.
The Ministry should also make information about the system's technical and operational safeguards available in language that ordinary travellers can understand. Transparency around software management, data custody and responsibility for protecting passenger information can help address concerns and strengthen public confidence.
Making Digi Yatra Accessible to Every Passenger
Awareness is equally important to ensuring that passengers can use Digi Yatra confidently. Airports and airlines should provide clear instructions through websites, mobile applications, airport displays, announcements and dedicated assistance counters.
The information should explain registration, flight-detail linking, facial verification and the locations where Digi Yatra can be used. Passengers should also know what to do if facial verification fails, their travel details do not match or the system is temporarily unavailable.
Senior citizens and passengers who are unfamiliar with digital services may require additional assistance. Dedicated help desks, trained airport personnel and clear step-by-step guidance can make the process easier for those who need support. Assistance should be available without making passengers feel obliged to enrol in the system.
Importantly, airports must continue to provide accessible alternatives for passengers who choose not to use facial recognition technology. Conventional document verification should remain available, with clear signage and sufficient staff to help passengers complete their journey without unnecessary delays.
Convenience Must Go Hand in Hand with Confidence
The expansion of Digi Yatra to international departures could make airport processes more efficient and reduce repeated document checks. However, the benefits will be meaningful only if passengers understand the system and trust the way their information is handled.
As the trials progress, feedback should be used not only to improve processing speed but also to identify concerns around privacy, accessibility and ease of use. A transparent complaints and grievance-redressal mechanism would give passengers a clear route to report problems and seek assistance.
Digi Yatra represents an opportunity to make air travel smoother through digital innovation. Building lasting public trust, however, will require the Ministry of Civil Aviation and the relevant authorities to place informed consent, data protection, accessibility and accountability at the centre of its expansion.
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