The Columns

I spent some time going through the data dump OpenAI published about how people use ChatGPT (they call it Signals). I was hoping for a travel section. There isn’t one.…

The sudden surge of operators frantically slapping five-star gold leaf onto their digital collateral while utterly gutting back-of-house service is nothing short of a systemic farce. Every property on the…

It’s an incredible exercise in frustration, isn’t it? Spend five minutes clicking through the average high-end hotel website and you’ll find yourself in a digital archaeological dig. We’ve become masters…

Just like the CIO of Hilton, I may have underestimated how quickly people would trust AI with their credit cards. My assumption was that agentic AI in travel would arrive…

The difficult truth about hospitality technology is the massive chasm between what an operation actually needs and what a vendor is desperate to sell you. I was catching up with…

A 4 AM stirring courtesy of transpacific jetlag is usually an exercise in quiet misery. But this morning, it handed me a rare privilege: standing at the doors of my…

The “pay-to-play” model has finally reached its logical, if entirely unappetizing, conclusion in hospitality. We’re being pushed, shoved really, toward a world where the fully prepaid stay is the default…

I recently wrote about preparing for AI that hotels should build the infrastructure to prepare for it. There is a layer to this that I think will become increasingly important: ontology.…