Crafting authentic brands that guests trust

In today’s hospitality landscape, guests form opinions long before they arrive, often based on what they see online. Yet too often, the digital story and the real-world experience don’t align.

In this session, renowned hospitality strategist Scott Eddy and Snapfix CEO Brett Robbins discuss how hotels can build authenticity, earn trust, and create guest experiences that live up to their brand promise.

Through honest insights and real-world examples, they’ll explore how storytelling, consistency, and genuine connection drive lasting loyalty. From social media strategy to brand perception, this conversation will show how being real, not just polished, is what truly sets a hotel apart in 2026 and beyond.

You'll learn how to:

Build genuine trust online and offline: Align your hotel’s digital story with real-world guest experiences
Create memorable, humanized guest experiences: Simple strategies to make your hotel feel personal and authentic.
Stand out in a crowded digital space: Turn social media followers into loyal guests with impactful storytelling.
Increase repeat bookings through consistency: Learn how operational and marketing alignment strengthens guest satisfaction.
Adopt top-performing habits: Discover the storytelling and branding practices successful hotels use to keep guests coming back.

Speaker

Scott Eddy

Global Hospitality Brand Strategist

Scott Eddy is one of hospitality’s most recognised personalities, known for his no-nonsense approach to social media, branding, and storytelling. With a career that spans luxury travel, digital marketing, and global brand building, Scott has worked with some of the world’s leading hotel groups and tourism boards to elevate their online presence and connect authentically with guests.

As a keynote speaker and consultant, he is passionate about helping hotels tell their stories with honesty and impact. Scott’s straight-talking insights have inspired thousands of hospitality professionals to embrace authenticity, build community, and turn followers into loyal guests.

Meet Your Host

Leading this Snapfix webinar is David Miley, an accomplished Account Executive with a rich background in B2B tech sales, customer service, and digital marketing. With experience from industry leaders like Hipages Group and Accenture, David brings a unique blend of skills tailored to helping businesses enhance efficiency and drive growth through technology.

Known for his strategic approach and deep commitment to understanding client needs, David is well-versed in guiding businesses through complex processes with clarity and precision. In this session, he’ll walk you through how Snapfix can streamline your operations, providing you with expert insights and practical tips to get the most out of the platform.

Host

Brett Robbins

CEO at Snapfix

Brett Robbins is the CEO of Snapfix, the visual-first operations platform used by thousands of hotels worldwide to streamline operations by improving maintenance, compliance, and communication.

With a background in technology and operational leadership, Brett is driven by one goal; helping hotel teams deliver exceptional guest experiences through simplicity and consistency.

Under his leadership, Snapfix has become a trusted partner for hotels seeking operational excellence through collaboration and productivity. Brett brings a practical, people-first perspective to how technology can empower staff, enhance consistency, and create guest experiences that truly match the brand story.

What customers are saying about Snapfix

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Brocket Hall Estate

“Snapfix has brought about a significant transformation in the way we manage our properties. With its user-friendly platform, we can now easily streamline our daily tasks, assign responsibilities, and communicate seamlessly across teams—leading to a noticeable boost in our efficiency and productivity levels.”

General Manager

Lee Williams

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InterContinental

"Snapfix is great for our hotel's maintenance and cleaning tasks. Using photos for communication is so easy and efficient for our team. I recommend Snapfix highly to any hotelier."

General Manager

Nicky Logue

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Highway West Vacations

“There are few software solutions in hospitality that qualify as easy wins, but Snapfix is definitely one of them.”

Corporate Director of Rooms

Nathan Harkins

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Eccles Hotel

David Manning

General Manager

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Skyview Bangkok

“Snapfix has become an integral part of our operations. We've rolled it out across every department, and the transparency, data, insights, productivity, and process improvements have been nothing short of remarkable. Most importantly, it's had a significant positive impact on our guest experience.”

Nathan Quinlan

Hotel Manager

Hotel Social Media & Marketing FAQs

Everything hoteliers need to know about building authentic brands, mastering digital storytelling, and driving more direct bookings in 2026.

How can hotels use social media to drive more direct bookings instead of relying on OTAs?

Hotels can drive direct bookings by turning social media into a trusted source of inspiration and information. Share real guest experiences, respond quickly to messages, and include clear “Book Direct” calls to action.

Consistent storytelling builds confidence, while linking posts and reels to your website or booking engine reduces dependency on OTAs.

What type of content performs best for hotels on Instagram, TikTok, and LinkedIn?

Authentic, visual content performs best across all platforms. Short videos showing behind-the-scenes moments, guest interactions, and staff personalities help guests feel connected before they arrive. On LinkedIn, focus on thought leadership and culture, while Instagram and TikTok are ideal for storytelling and emotional connection.

How do hotels build trust and authenticity with guests online?

Transparency is key. Use real photos, showcase genuine guest feedback, and highlight your team and community. Guests can spot staged content easily, so honesty and consistency across your channels are essential. When your online story matches the on-property experience, you create trust that leads to loyalty.

What are the most effective social media strategies for independent and boutique hotels?

Independent hotels succeed online by leaning into their uniqueness. Focus on local experiences, personal service, and storytelling that reflects your character and values.

Partner with local creators, use user-generated content, and keep your tone conversational rather than corporate. A smaller, engaged following is more valuable than a large, passive one.

How can hotels measure the ROI of social media and storytelling efforts?

Track both engagement and conversion metrics. Look beyond likes and follows to clicks on booking links, direct website traffic, and guest feedback mentioning social media.

Use UTM links and Google Analytics to measure the journey from post to booking. The true ROI comes when social storytelling drives repeat stays and referrals.

Webinar: Futureproofing Hospitality in 2026

Trends in Trust, Loyalty, and Guest Experience

Get Early Access

Crafting authentic brands that guests trust

You'll learn how to:

Speaker

Scott Eddy

Global Hospitality Brand Strategist

Meet Your Host

Host

Brett Robbins

CEO at Snapfix

See Snapfix in action

What customers are saying about Snapfix

Hotel Social Media & Marketing FAQs

How can hotels use social media to drive more direct bookings instead of relying on OTAs?

What type of content performs best for hotels on Instagram, TikTok, and LinkedIn?

How do hotels build trust and authenticity with guests online?

What are the most effective social media strategies for independent and boutique hotels?

How can hotels measure the ROI of social media and storytelling efforts?

Solutions

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Resources