14 September 2017

Amba Hotel Marble Arch, London.


The Hotel Insights Forum is a full day event, driven by our exclusive customer insight data. Industry luminaries will tackle the threats, opportunities & challenges faced by the hospitality industry.

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Our 2017 programme includes market data, insight to influence brand strategy, UX, meetings industry and more.

State of the Nation

Cris Tarrant and David Bailey present their annual keynote into the state of the UK hotels market. Essential viewing for any 2017 business plan.

Meeting the future head on

Matt Costin and James Bland explore what’s next for this important segment, outlining the challenges it faces and the opportunities it retains. Followed by panel

Rise of the robots

Considering the impact that technology is set to have on hotels, hospitality and meetings. Followed by panel.

Optimising User Experience

BDRC draws from other sectors to look at how hotels can optimise the digital User Experience.

Winning the hearts of meetings bookers

We examine the latest drivers of advocacy from VenueVerdict and highlights the main ways to make event hosts and bookers happy.

In bed with the homesharers

Getting under the skin of those who have snubbed hotels in favour of the sharing economy to understand how (and if) it’s possible to win them back.

The numerous habits of highly effective (and defective) brands

A journey to the very heart of brands.

The power of words

We look at the impact the written word has on consumers, their perceptions and their purchase decisions.
And can you actually own the message?
Discussing the impact of online user reviews.

Components of brand trust

Unpacking the components of brand trust using qualitative research conducted by BDRC.

When things go wrong

Hotel Insights Forum has touched on the various digital and physical risks hoteliers face in this world before. This time we discuss how to pick up the pieces when things go wrong.

How do we know if it works?

Cris Tarrant presents the various ways that brands of all sizes can assess their performance (and shares BDRC’s assessments of some of the most well-known).

"I thoroughly enjoyed the Hotel Insights Forum in 2016. I learnt a great deal about current and future customer trends - without having to purchase an expensive research report and with the ability to ask questions about the findings. Highly recommended."

Tracey Stephenson, Staying Cool



David Bailey CBRE

David Bailey is a Senior Director at CBRE Hotels EMEA and heads the Consultancy Services area of the business. David has 25+ years' hotel consultancy experience, specialising in project marketing, financial and investment appraisal and strategy development.

James Bland BDRC Continental

As head of Hotels research, James oversees our customer experience, feedback and mystery shopping benchmarks. His industry background (first in operations and then brand marketing) brings real perspective to performance data, enabling hotels and meeting venues to reveal the key insights that will help them delight their guests.

Leonie Bulman BDRC Continental

Leonie is an Associate Director at BDRC - specialist in helping hotel, travel and leisure brands gain a competitive advantage by optimising customer experience, communications and routes to market.

Matt Costin BDRC Continental

As Director of BDRC's 'On the Move' division, Matt is an expert in the fields of branding and customer experience, and is a recognised authority on the hotel sector. Alongside management responsibilities, he works on consultancy assignments and BDRC’s global Hotel Guest Survey and VenueVerdict programmes.

Frank Reeves Avvio

Frank has acquired a reputation for being the hoteliers' brand.com champion. Since co-founding Avvio in 2002, Frank has led his team at Avvio to grow year on year, by developing cutting edge technologies that enable hotels to drive outstanding growth in direct bookings, while reducing their dependence on online travel agency channels.

Tim Sander BDRC

Tim is a Director at BDRC Continental expert in transport, hospitality, travel and leisure sectors, with specialisms in brand and product research. Over recent years Tim has helped brands to launch in new markets or to improve their market positioning.

Cris Tarrant BDRC Group

MRS Fellow and founder of the BDRC Group, Cris is a highly experienced and award winning customer insight professional with an outstanding reputation for pinpointing the business implications of research findings. Cris has extensive global experience including customer service and brand perception work.

Jon Young BDRC Continental

Jon is a Research Director at BDRC, specialising in Tourism and Leisure. He is the author of Holiday Trends, forecasting the nation’s holiday intentions, motivations and attitudes. Jon regularly manages projects with a focus on international tourism and is a respected authority within the industry.

Natalie Wiseman BDRC Continental

Natalie brings a decade of experience in mystery shopping and service environments to her role of Client Services Manager at BDRC. She works closely on the Hotel team’s suite of VenueVerdict modules, and her forensic approach helps to meet client objectives.

Previous Attendees

Abbey Hotel


Apex Hotels

Avington Financial

Bespoke Hotels

Boutique Hotel Media

Bridget Baker Consulting

Carlson Rezidor

Casna Group

Cathedral Hotels


Center Parcs

Charing Cross Hotel

Church House Conference Centre


Conference Centres of Excellence

Custard Communications

De Vere Hotel Group

De Vere Venues

Dolce Hotels & Resorts

Event Marketing Association

EPS Associates

etc venues

Firmdale Hotels

Frank Croston

Gallowglass Health and Safety LLP

glh Hotels


Harrison Clark Rickerbys

Hilton Worldwide

Hotel Analyst

Hotel Marketing Association



IM London

imago @ Loughborough


International Association of Conference Centres

Interstate Hotels & Resorts

Jersey Business Events

Jupiter Hotels

Kew Green Hotels

King Communications

KSL Capital Partners

Lime Venue Portfolio

M&IT Magazine

Macdonald Hotels & Resorts

Malmaison & Hotel du Vin

Marketing Planning Associates

Marriott Hotels

Menzies Hotels


MG Sales Performance

Mövenpick Hotels & Resorts

Nationwide Building Society

O'Callaghan Hotels

Park Plaza

Four Pillars Hotels

PKF hotelexperts GmbH

Puma Hotels Collection


Qbic Hotels


Quadriga Worldwide

Redefine | BDL Hotels

Richmond Hill Hotel

Robinson College

Rocco Forte Hotels

Roost Hospitality

SACO The Serviced Apartment Company

Shire Hotels


Starwood Hotels & Resorts

Sundial Group

The Apartment Service

The Beardmore Hotel & Conference Centre

The Gleneagles Hotel

The Landmark London

The Lensbury

The Link Hotel

The Profitable Hotel Company


Twickenham Stadium

Vision Hospitality Asset Management

Visit East Anglia


Warren House

Warwick Conferences

Woodland Grange

Zeal Hotels

Past Events


Path to purchase

Hotel guest priorities

Have I lost business to the sharing economy?

Successful loyalty programmes

Financial value of a brand


Hotel security

The inbound traveller

New hotel brands

OTA and hotel relationships

Performance of asset classes


Update on the UK hotel and travel market

Future of the meetings industry

Why venue bookers use agents

Meetings/conference bookers panel


Evolution of leisure marketing and the leisure consumer

What gets people talking about your brand

Mobile booking

Live focus group - frequent hotel stayers

Defining and implementing a leisure marketing strategy

News and views

Sustainable Tourism: Does anyone care?

4th May 2017

Do holiday-makers actually care about sustainable tourism? And, if so, do they care enough for it to influence their holiday choices? Jon provides insight from our latest Holiday Trends report.

How well are Hotel Brands performing #CX on #twitter? bdrc-continental.com/opinions/hotel…

Join in the conversation #2017HIF

14th September 2017

The Hotel Insights Forum has been providing the hotels and hospitality industry with market insight at an annual event for nine years now. The event is hosted by BDRC Continental, a market research consultancy with over two decades of hotels and hospitality research expertise.

Amba Hotel Marble Arch


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