Ucluelet, British Columbia, April 8, 2021 - At Black Rock Oceanfront Resort, every day is Earth Day. The popular Ucluelet resort is once again raising the sustainability game with its Refillable and Zero Waste programs reducing its ecological footprint and taking a load off the landfill while reducing plastic waste.

Spearheaded by Black Rock general manager Adele Larkin, the initiative is aimed at sourcing 100% natural, biodegradable, refillable products for its cleaning needs and guest amenities in 2021.

As one of the first resorts in Canada to adopt such a model, Black Rock turned to its own backyard for solutions. Thanks to a partnership with two forward-thinking Vancouver Island small businesses, The Den and Mint Cleaning, Black Rock guests are now enjoying refillable bathroom products such as Oneka shampoo, conditioner, body wash, and lotions, Cascades paper products, and Tru Earth laundry strips. At the same time, housekeeping staff now use earth-friendly, all-natural cleaning products.

“The Zero-Waste dream started with a conversation. It reflects how we feel about the natural environment and our desire to protect the rainforest and ocean,” Larkin says about this effort that builds on natural rainforest landscaping, energy efficient lighting, recyclable coffee pods, and many other green initiatives. “It’s better for the community, environment, visitors and our staff.”

Black Rock’s ongoing journey is being taken hand-in-hand with the District of Ucluelet, whose progressive council has also made sustainability and climate action a community cornerstone. When a resort puts sustainability under the microscope, it can inspire others in the hospitality sector to follow suit; when an entire community embraces sustainability, it can be a game changer for destination tourism. Ucluelet is a small, tightknit coastal town with big ambitions. The community is aiming to be a leader in adopting climate action standards on the provincial, national and international stage. As a signatory to the provincial Climate Action Charter, Ucluelet has already attained Level 3 Achievement of Carbon Neutrality through the purchase of verified carbon assets from The next goal is to reach Level 4.

“The conversations within our municipality and our hospitality sector are changing.  We all value the importance of sustainability and working together, and we know we are more powerful as a team,” says Mayco Noel, Mayor of Ucluelet.

As part of its efforts, the District purchased four Level 2 electric vehicle charging stations that support private sector investments in charging infrastructure. As of 2020, visitors and locals can now plug in at a total of nine Level 2 chargers and two DC fast-chargers, including stations at Black Rock, the Pacific Rim Visitors’ Centre and the Ucluelet Community Centre. This is a big leap forward for sustainable transportation, making it feasible for travelers to visit Ucluelet and Vancouver Island’s rugged West Coast by electric vehicle.

Ucluelet is going even deeper into sustainability and climate change resiliency. In January of 2021, the district adopted its first Climate Change Adaptation Plan, following a detailed risk assessment to identify current and future climate impacts to the coastal community.

Black Rock’s Adele Larkin believes strongly that when it comes to sustainability, together we’re stronger and more impactful.

“As a tourism destination we all recognize that the reason people come here is because they enjoy pristine natural spaces,” Larkin says. “This understanding is at the heart of all the decisions we make for our businesses, guests, staff, and the environment.”


COAST SALISH TERRITORY (Vancouver, BC) – March 24, 2021 - One of the world’s most prestigious travel magazines, Travel + Leisure, has named Keith Henry, CEO of the Indigenous Tourism Association of Canada (ITAC) a Global Vision Awards 2021 winner.

Henry has been recognized in the April issue for his work in raising awareness and developing Indigenous travel experiences, as well as advocating for government support. The Global Vision Awards 2021 recognize 30 individuals, companies and organizations making meaningful strides in responsible travel and sustainable living. To arrive at this year’s list of honourees, an esteemed panel of experts across the travel, hospitality, and retail industries, as well as the non-profit sector, submitted nominations, which were then narrowed to a select list of finalists vetted by Travel + Leisure editors.

“I’m very humbled to be selected for the Global Vision Awards and need to thank the team, as well as our board of directors at Indigenous Tourism Association of Canada for this award as it would not be possible without them,” said Keith Henry, CEO of ITAC and Global Vision Award Recipient. “My hope is this award creates more awareness to our sector that’s been devastated, and continues to highlight the importance of creating and supporting Indigenous businesses while continuing our path to resilience towards our post-COVID recovery”.

The Travel + Leisure Global Vision Awards 2021 are featured in the April issue where they include Henry in a feature story that shares stories from seven people making sustainability and social justice a priority. In the feature, writer Jeff Chu shares that “Henry also works directly with Indigenous nations, communities, and businesses to refine their offerings and broaden their reach.” Chu goes on to share several key initiatives that led to Keith’s nomination including ITAC’s marketing and tourism product development support. Read the full story here

“The work is not yet finished,” continues Henry. “Now more than ever our businesses need the leadership and support to recover from COVID-19 so that when the time is right, our members can welcome back travellers.”

For the full Global Vision Awards 2021 report and to learn about each winner, visit


After more than a year of canceling family vacations, postponing bucket-list trips or attending virtual conferences, travelers are looking forward to packing their suitcases and making new memories with family and friends. In fact, Hilton’s recent To New Memories campaign revealed that 94% of Americans surveyed plan on doing just that once travel restrictions lift, and that 91% of those who travel say that their hotel experiences are a memorable part of their trip. 

But how has the pandemic changed that hotel experience? And what can travelers expect as they hit the road now and in years to come?

As the company that introduced the world to travel standards such as room service, the minibar and a central reservations system, Hilton was quick to adapt and innovate when the pandemic struck. Now Hilton’s experts offer their predictions for which temporary adjustments will become permanent and the impact of the pandemic on hotel stays in the future.

1. Evolving Hotel Design – When You Step Foot in the Hotel Lobby

“First impressions are critical, and our lobbies are not only the heart of our hotels, but they are the first place our guests are welcomed and assured that they have made the right choice in where they will stay.  Everyone traveling today has a heightened sense of awareness of their own personal space and the cleanliness of their environments, and they will require additional assurances of their safety while staying with us. How do we deliver on these expectations while ensuring the welcome experience remains welcoming? That’s the challenge.”

– Larry Traxler, senior vice president, global design

Lobbies have historically been designed to encourage social interactions, but the pandemic has changed these expectations, and as people venture out of their homes, crowded spaces may deliver a sense of anxiety. But balance that with the basics of human nature: People ultimately will want to gather and engage with one another again. These human and cultural interactions are often one of the main reasons why people love to travel! 

That’s why the future of our hotel public space design will gracefully embrace social distancing, enable contactless guest journeys, and deliver innovative new ways of blurring the lines between indoors and out. Now, more than ever, spaces will be designed to give people the choice to socialize or not, to curate the landscape of their own experience, and to feel safe as they venture back outside of their isolated home cocoons.

For example, the lobby bar is often the epicenter of energy within our hotels, where people anticipate and seek out denser occupancy. By introducing the amenity of flexible and adaptable spaces, our guests will have the choice of personalizing their environment to deliver more connections or seek out protective comfort. The thoughtful introduction of architectural screens activated with biophilia and art will be coupled with smaller scale movable dividers and creative seating designs to allow for a more adaptable and customizable space for evolving guest needs. 

On a parallel design track, we are working hard with engineers and scientists to identify solutions to purify the air, ensure a variety of clean surface solutions and introduce biophilia. Providing more connections with natural light and air is not only helpful in delivering safer environments, but these venues are also the spaces that our guests find warmer and more inviting.

While the pandemic has fueled a dramatic evolution in how we approach design for our hotel lobbies, the changes are still consistent with our previous goals of creating warm and comfortable spaces that people will enjoy occupying and reconnecting with travel.

2. Contactless Guest Experience – From Check-In to Check-Out

“We will always be in the business of people serving people, but the pandemic has proven that many guests appreciate the ability to check-in, choose their room on their phone and walk straight to their room – where their phone is now their key. Fortunately, we are way ahead of the industry with so many of our hotels equipped for contactless arrival through the Hilton Honors app. Now we are working to make the experience even better.”

– Mike Gathright, senior vice president, customer experience

As consumer expectations shift, so does Hilton’s approach to providing the best guest experience possible – and this means that future travelers will experience a digital transformation in hotels.

Before even stepping foot on property, guests are quickly embracing and opting for a contactless experience with the ability to check-in and choose their rooms from the palm of their hand using the Hilton Honors app

When a guest uses the Hilton Honors mobile app to check-in online, they can also request a Digital Key on their smartphone to access their hotel room, fitness center, pool and other hotel areas requiring a key. After a long day of travel, Honors members can digitally check-in and swiftly bypass the Front Desk to head straight to their room, using Digital Key to unlock their door.

Since its 2015 launch, Hilton’s industry-leading Digital Key technology has expanded rapidly. It is now available to guests in 80% of Hilton’s more than 6,400 hotels in 45 countries around the world and has been used to electronically open more than 28 million doors.

The contactless options don’t stop there. Three years ago, Hilton announced the launch of its proprietary, first-of-its-kind, high-tech guest room that enables guests to personalize and control every aspect of their stay from their mobile device. This technology also helps to reduce contact with some of those high-touch areas such as light switches, thermostats and TV remotes, providing guests with extra peace of mind, particularly given the current circumstances. 

Aside from technology, travelers will also notice more minimalism within hotel rooms and community spaces. It has been a few years since Hilton removed extraneous items like throw pillows, but other similar items such as in-room notepads, pens, brochures and room-service menus are disappearing, too, replaced in some cases with QR codes.

3. Emphasis on Cleanliness – In Your Room Away from Home

"At its core, I think hospitality is about welcoming guests and anticipating their needs, cleanliness being one of those most important factors. That’s why Hilton CleanStay is a program that will continue to evolve over time, as more people start getting out and traveling.”

– Phil Cordell, senior vice president, brand development 

Guests will find that their future travel experiences will include more transparency regarding cleaning standards. In the past, cleaning was something that the industry tried to accomplish behind-the-scenes when few guests would be around to see it happen. Now, in a significant shift, guests find it reassuring to see housekeeping teams around the hotel as they carry out our more rigorous cleaning regimes as part of Hilton CleanStay – and this mindset is here to stay.

For example, guests will notice a room seal on their door signifying that the space has been thoroughly cleaned by hotel staff and is ready for entry. Rather than daily room service being the norm, guests will also have the opportunity to select which cleaning services or room materials they’d like to experience, or avoid, during their stay, such as replenishing soap or towels.

These new standards aim to provide yet another level of reassurance to hotel guests and will continue to evolve based on their needs.

4. Creativity at Play – Reimagining Dining

“The pandemic has pushed us to rethink and reimagine how we provide our guests with the services and experiences that they are looking for – resulting in high-end, to-go cocktails, expanded grab-n-go markets and personalized plating for meetings and events. When life returns to a more normal state, these new offerings won’t completely go away. They will continue to enhance our overall food and beverage programs, but as part of a much larger and enriching in-person experience.”

 – Adam Crocini, vice president and global head, food & beverage brands

Pandemic or not, humans have an innate need to connect with each other – and a passion for doing so with food or drinks. The hospitality and restaurant industries saw the extreme lengths that people will take to do so despite the current challenges, especially during the winter months as friends and families gathered outside in igloos or in parkas huddled around outdoor heaters.

Throughout this unique time, Hilton Team Members have employed some ingenious strategies to deliver exceptional food, drink and service. As an example, for events, Conrad DC used to regularly use buffet-style meal sets. Now, event attendees are presented with individually portioned food, properly presented and artfully as well as thoughtfully displayed. This evolved experience maintains the luxury standards while incorporating Hilton EventReady with CleanStay best practices. 

While moments like virtual wine tastings may fade, new products such as to-go cocktail pouches and grab-and-go meal sets are expected to have a place in the hotel experience as an add-on to a guest’s stay or event offerings.

5. Trusted Brands Become Home Base for “Comfort Travel”

“After a year without travel, people are excited to get moving, but they are out of practice. Many will be seeking out ‘Comfort Travel,’ with a return to familiar places and brands. Checking into a familiar, friendly hotel for a night’s sleep during a road trip or re-visiting a favorite resort backed by the reassurance of a trusted brand will help people regain their travel savvy.”

– Matt Schuyler – chief brand officer 

Recent surveys from around the world show that people are eager to travel – and are already planning their trips. The biggest motivator? Reconnection with the people and places they love.

Stepping out into the world again will require courage for some, however, and they will look to brands like those in the Hilton portfolio to ease them back into travel – hotels that allow them to maintain the routines that have brought them comfort over the past year. Will the hotel be clean and disinfected? Is the staff ready to welcome visitors back? Can they go contactless with their check-in and use their phone as their room key? What if they need to change or cancel their trip? Can they maintain their fitness and wellness routines while on the road? 

A familiar name like Hampton by Hilton, DoubleTree by Hilton, or Homewood Suites by Hilton has never been more important to many travelers. 

Hilton has placed an emphasis on programs such as its Digital Key and contactless check-in, enhanced booking flexibility, additional training for Team Members on the latest health and safety protocols and new approaches to fitness centers and dining. Even the marketing campaign, To New Memories, is designed to remind people of what they love about travel and reassure them that Hilton is ready now for their return. 

Additionally, the pandemic has changed the way the world works out. From Shanghai to New York, in just a year, people dramatically adjusted their daily exercise routines and creatively reimagined their living spaces to make room for stationary bikes, yoga mats or just a place to take a deep breath from time-to-time – uninterrupted. 

Programs like Hilton’s Five Feet to Fitness, which offers a fully equipped workout space just five feet from the bed, seem especially prescient. Available in select hotels, Five Feet to Fitness rooms feature more than 11 different pieces of fitness equipment and accessory options.

6. Flexible Offerings – Attending a Meeting or an Event

“When it comes to Hilton EventReady, we’re in it for the long haul. Event planners are looking for hybrid solutions, and our new suite of offerings continues to gain a lot of traction. Our plan is to continue to expand the EventReady Playbook to address our customers’ evolving needs.”

– Kelly Knowlen, executive director, sales engagement & special events

Over the course of the year, people around the world have truly embraced a new-found sense of flexibility, growing increasingly comfortable with meeting using online video and gathering attendees from home offices across the globe. And, while the convenience of turning on your computer five minutes before a meeting has, at times, been appreciated, the power and importance of in-person events, and the subsequent connections that arise from them, is undeniable.

As the world emerges, the current untethered office is going to start to merge more with in-person events – making the ability to successfully deliver truly hybrid events even more critical. Already, event planners are looking for spaces that allow a combination of on-site and expanded on-screen attendees, as well as seeking expert support to help them execute the events.

As part of Hilton EventReady with CleanStay, Hilton’s approach to elevated cleanliness and customer service as it relates to meetings and events, the company recently launched a set of EventReady Hybrid Solutions. This new suite of offerings directs event planners to Hilton’s hybrid-ready hotels while also providing them with planning resources, including an expanded Hilton EventReady Playbook and flexible customer offers. And the results? While these resources continue to expand and evolve, first-adopter event planners enthusiastically report expanded attendee numbers, high engagement and positive attendee satisfaction – all during an incredibly complex time.

7. Exclusive Perks and Ongoing Support for Loyalty Members – When Booking a Stay and Beyond.

“During the pandemic, we wanted to take care of Hilton Honors members, our best guests, even when they couldn’t travel. Loyalty is a two-way street, and we wanted our Hilton Honors members to know that we were loyal to them, just as they had been loyal to us.”

– Jennifer Chick, vice president and global head, Hilton Honors and customer engagement 

The pandemic provided an opportunity for loyalty programs to prove their value and commitment to their members. Time and again, Hilton was among the first to offer reassurance that the company was on the side of travelers, even when they couldn’t travel. Some of these modifications include automatically extending Point expiration dates and status, and rolling out 2021 program changes to provide greater flexibility for Hilton Honors members.

Whether travelers choose to stay for one night on a business trip, or over a long weekend with their families, one thing is for certain – Hilton Honors members will continue to enjoy exclusive access to flexible benefits, special offers and elevated experiences. Members will also always get the lowest price on all Hilton branded hotels when they book directly on or the Hilton Honors app. 

Additionally, the award-winning guest-loyalty program for Hilton’s 18 brands will continue to provide members with the ability to earn Hilton Honors Points on eligible Hilton hotel spend, as well as with relevant partners, to redeem for free nights across more than 6,400 Hilton hotels and with select partners.

Hilton Honors continues to evaluate the program to meet the needs of its members and provide greater value. For 2021, Hilton Honors cut the status qualifications in half, lowered milestone bonus night thresholds, and extended Free Weekend Night Reward certificate expiration dates for Hilton Honors American Express card members, among others – and this commitment to provide members with flexibility and value will continue into the future.



The travel and tourism industry was one of the hardest-hit industries by the COVID-19 pandemic and the world’s most visited travel and tourism website was not spared. TripAdvisor had one of its worst years and experienced a historic drop in revenue. According to data presented by, TripAdvisor experienced a 61% YoY decrease in revenue in 2020, a loss of almost a billion dollars in one year.

Lockdowns Crippled Global Mobility Dealing Massive Blow To The Tourism Industry

At the beginning of 2020 countries around the would shut their borders in an attempt to mitigate the already devastating effects of COVID-19, crippling the strong momentum of the tourism industry. Tripadvisor, one of the most popular travel booking and accommodations websites globally, was not immune to the effects of the pandemic and suffered tremendous losses in 2020.

Since 2014, Tripadvisor and the travel industry in general, have been trending upwards in many economic and financial metrics. That year marked the first time Tripadvisor earned more than $1B in revenue, a figure it has not gone below of until the events of 2020. Tripadvisor posted revenues of $604M in 2020, almost $1B less than 2019’s $1.56B revenue. This is a 61% YoY drop from 2019 and nearly a 62% drop from the record high of $1.61B set in 2018.

The revenue set in 2020 is the lowest since 2010 when the company was merely 10 years old.

Cost Cutting Measures By Tripadvisor - Almost 40% Drop In Employees and Over 50% Drop In Spending

Tripadvisor implemented several cost-cutting measures in response to the pandemic. Selling and Marketing expenses dropped to $316M in 2020, their lowest level since 2012 and 53% lower than 2019’s figure of $672M. The company also made the difficult decision to downsize its number of employees significantly, only a year after investing in its workforce.

In 2019 Tripadvisor increased its workforce by 25% reaching a little less than 4200 employees. Workforce reductions were then introduced in 2020, with the number of employees downsized by 38.1% to just under 2600. The figure is the lowest number since 2013 and 23% less than 2018’s number, the year prior to Tripadvisor expanding its workforce.

Despite these reductions, Tripadvisor still posted a significant net loss of $289M in 2020.

You can read more about the story with more statistics and information at:


World-leading augmented hospitality group Accor has announced the appointment of Mark Purcell as Senior Vice President, Development, North & Central America.
Purcell is a seasoned professional with an extensive hospitality background focused in the areas of development, acquisitions and finance. He has been a key contributor in Accor’s record-breaking growth in the region since joining the company in 2017, with notable projects such as Raffles Boston, the first Raffles Hotel & Residences in the U.S., slated to open in 2022; the conversion of the iconic El San Juan Hotel in Puerto Rico to the Fairmont brand in early 2020; and most recently the signing of Faena Hotel Miami Beach, among others.

“We are thrilled to have Mark leading the development team in an integral year for Accor as we continue to place a significant focus on our growth across North & Central America,” shares Heather McCrory, Chief Executive Officer, North & Central America. “Mark’s strategic vision and drive, his expertise in the market, and his keen understanding of Accor’s value proposition have uniquely positioned him to lead the charge in the growth of our portfolio, reinforcing our strength in the region.”
In his new role at Accor, Purcell leads the development team into a year focused on strategic growth and key hotel openings across North & Central America, including the highly anticipated Fairmont Century Plaza in Los Angeles and Novotel Mexico City Toreo. Purcell will also continue to support the growth of Accor’s lifestyle brands, a segment poised for tremendous growth, as the Group’s lifestyle hotel openings are slated to triple by 2023, further cementing Accor’s position as the second largest luxury operator and fastest growing lifestyle operator in the U.S.
“While 2020 was a trying year for the industry, it also opened up interesting opportunities for innovation and growth. Extending beyond what has traditionally been at the core of our development program, new developments and conversions, we are also doubling down on our expertise in lifestyle, soft brands and franchise," shared Purcell. "There is a palpable excitement for what is to come and I'm thrilled to explore opportunities to amplify Accor's foothold in this region and continue our path of record-breaking growth.”

Purcell brings more than 30 years of industry experience to his new role at the helm of Accor’s development team. Over the course of his 12-year tenure at Starwood Hotels & Resorts, he led the negotiation of more than 100 management and franchise agreements, adding more than 30,000 rooms to their portfolio, including notable transactions such as The Westin Denver International Airport and the W and Element Philadelphia. Earlier in his career, he was also instrumental in numerous mergers & acquisitions during his nearly two decades at Interstate Hotels & Resorts.


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