EQ Insights

EQ Insights is where we post our latest insights, opinions, and trends from across the industry. We want to share with you what we're seeing across our landscape and in the world at large from our perspective as experts in the real estate space.

During my career, one of most challenging and enlightening positions I held was leading real estate development for a destination resort and spa; Canyon Ranch Resorts. When the customer has no contractual commitment to you beyond a night, operationally a hotel must deliver at the highest level every day or guests vote with their feet to a competitor and tell five people that the experience was subpar. Canyon Ranch, like most resorts, sought to please people every moment of every day. Our customers commonly arrived tired, stressed with a relatively low emotional capacity for uncertainty or missed expectations.