Independent Hotel Show · Stand 1139 · 5–6 October 2026 · Olympia London
Mind
The Gap.
Find your route to an exceptional guest experience
LQA has spent 25 years inside hotels that care deeply about the guest experience. At IHS 2026, we’re running Gap Sessions at Stand 1139. Short, focused conversations to help you name the thing that keeps slipping.
- Is it how your team delivers the standard under pressure?
- Whether the culture holds when management changes?
- Whether improvements stick past the first month?
Book 15 minutes with us. Leave with a clearer picture.
The four gaps
Gap 01
The Experience Gap
Guests feel let down not by failures, but by moments that just didn’t land. The standard is there. The warmth isn’t.
Gap 02
The Delivery Gap
Standards exist. The team knows them. But under pressure, something slips between intention and execution.
Gap 03
The Leadership Gap
Culture is set from the top. When management changes or loses focus, the guest experience follows.
Gap 04
The Continuity Gap
Performance improves, then drifts. Training happened once. There’s no system keeping standards consistent over time.
Book a gap session
Tell us where
your gap is.
Pick a time and tell us where your gap is. It takes a minute to book your 15-minute Gap Session at Stand 1139.
Trouble booking? Open the booking page here