Posadas and Medallia presented a real‑time listening and action model designed to transform both the guest and employee experience—an approach that enabled the hotel group to reach a Net Promoter Score (NPS) of 63 points in 2025, placing it 15 points above the hospitality industry average.

The strategy was unveiled during the Medallia World Tour Mexico 2026, a specialized event focused on customer and employee experience in Latin America. During the session, Javier Barrera, Vice President of Experience at Posadas-Fiesta Americana Travelty , explained the evolution of the operational and cultural model implemented by the company.

The Company emphasized that today, the hospitality experience no longer depends solely on infrastructure or service, but on the ability to understand guests and respond to their needs in real time.