The PMS Wars and AI
I read The PMS Era Is Ending a few days ago and it raised good points, especially around how slow PMS innovation has been historically, I believe this problem alone…
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The Way We Were
In my mind I am hearing Barbara Streisand sing that classic lament. “What’s to painful to remember, We simply choose to forget”. I’m standing in a hotel lobby—after dragging my…
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Of Papyrus Fonts, Patriarchy, and “Attentive Female Staff”: When Luxury Hospitality Starts Looking Like a Cheesy Holiday Comedy
Still talking about fonts. Apparently, my typographic crusade has now evolved into something resembling a holy war—less Deus Vult, more “remove formatting” just to figure out how much a double…
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Dumb and Dumber
I was listening to a podcast the other day—Stephen Bartlett’s Diary of a CEO—hosting one of the foundational father figures of the AI movement. The conversation took a turn that…
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Unplugged Connectors: The Paradox of AI That Connects No One
I’m becoming increasingly convinced that we’re building the perfect ecosystem for users who don’t actually exist. A kind of digital town square where everyone talks about integrations, connectors, and apps…
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Every Robot was Kung-Fu Fighting!
Come recent news out of Shenzhen this week had me double-checking the calendar to ensure I hadn’t slipped into a Real Steel fever dream. But it’s 2026, and China has…
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Human-Out-of-the-Loop, or Human-Out-of-the-Job?
A couple of years ago, a client of mine (an RMS provider I’ll keep anonymous for obvious reasons) shared what looked like the perfect success story. The system goes live.…
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Square Peg. Round Hole.
You often hear people in this industry talking about technology as if we’re just trying to jam a square peg into a square hole. It’s a comforting, albeit lazy, metaphor.…
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Hotel Brands are Aggregators
We tend to think of hotel brands as, well, brands. Distinct identities. Lifestyle positioning. Design, tone of voice, target audience. But as I’ve repeatedly called them, they’re labels. Traffic data shows…
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Santanchè.exe Has Stopped Working. The System Hasn’t.
Years ago, I was kicked out of a WhatsApp group for suggesting that we were turning complex tourist destinations like Venice into theme parks for millionaire and billionaire adults —…
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