Overtourism or Under-vacationed?
I must admire the optimism. These campaigns urging travelers to explore the ‘other 99%’ of a country, to get off the beaten path and discover some hidden gem. It’s a…
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Brand story? No thanks. I’ll take a well-documented API.
This morning I booked a hotel.Well—I didn’t book it. A bot did, while I was having breakfast. To be precise: the brand-new ChatGPT Agent, freshly launched in Europe. I told…
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Angel of Death > Fix You(o: la moral Chris-marciana)
La escapada de Andy Byron y Kristin Cabot, retransmitida al mundo entero por la kiss-cam de Coldplay, parecía un reality show que se había quedado colgado. Julio de 2025, Boston:…
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Gastro-Nazism: A Pocket Guide for Star-Studded Führers
Suggested soundtrack for this rant: “Erika”: https://open.spotify.com/intl-it/track/6iUVUzg0c2O0KJjxdOvrdr?si=12b3596922464be4 It shares its name with a drink Americans stubbornly keep ordering after 11 a.m. Unfortunately, it doesn’t share the taste.It’s the Chef who,…
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Hands Up!
📱 Thirty-eight years ago, check-in took two minutes. Today, CitizenM's CEO claims "19 different systems" complicate front desk operations. The issue isn't tech; it's poor demand management. A Property Management System (PMS) should suffice. The industry risks losing its purpose if it offloads guest interactions to tech instead of integrating two efficient systems and managing guest flow properly. Hospitality success hinges on mastering the basics, not surrendering to complexity.
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Think Default™: From Genius to Emoji, Without Even Noticing
Remember when Apple was cool?“Think Different,” they used to say—and they meant it. Black-and-white commercials, copywriting that gave even seasoned Wieden+Kennedy creatives chills, and that thrilling sense that the world…
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Saboteurs!
It’s a disturbing problem I see everywhere: the lack of discipline in our industry’s technology adoption. Promising programs, initiatives meant to propel us forward, get systematically undermined by ill-considered decisions.…
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Unfriendly
✈ Consumers often prepay a four-figure sum for airline services, with the actual costs incurred by the airline only when the service is consumed. The article focuses on negative customer experiences with United Airlines, highlighting their complex 15-tier boarding system and customer treatment, including being labeled a security risk for complaints. It calls for sweeping changes in airline industry governance and customer accountability due to systemic issues leading to poor service. Author: Mark Fancourt.
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Best of….
💻 Mark Fancourt discussed "Best of Breed" in hospitality technology with Martin Soler in Berlin last week. This industry phraseology signifies selecting top technological solutions for specific roles, but is now being overshadowed by the broader "Platform" concept, which spans multiple business functions. The shift from "Best of Breed" to platforms reflects industry trend towards consolidated technology and enterprise approaches, signifying a major change in technology selection and architecture. "Best of" remains subjective and scenario-dependent.
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Distribution Sandwich
💸 Sabre, a travel tech company focusing on airline distribution, announced the sale of its hospitality division this week due to sector challenges. The company and others face the hurdle of integrating top-down airline distribution tech with bottom-up property management systems for effective hospitality sales. Hospitality's shift towards a personalized shopping cart model for inventory-based offerings contrasts with the standardized approach of the airline industry. This model aims to enhance personalization and unique guest experiences for increased revenue. Mark Fancourt highlights the trend towards a digital shopping cart in hospitality tech.
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