Jul 21, 2026 · 1:04:46 · Guest Experience · Technology & AI
Beyond the Star Rating
Stuart Greif · Chief Strategy, Innovation and Operating Officer, Forbes Travel Guide
About this episode
What does a five-star rating mean when guests expect instant everything? Stuart, previously Microsoft's global travel and hospitality executive, on legacy standards versus real-time sentiment.
In this conversation
- How rating standards keep pace with guest expectations
- What AI and social commerce change about booking decisions
- Where legacy trust systems still matter
- The gap between star ratings and live guest sentiment