Innovation

🏨 March 22, 2026: AI's impact varies by industry. Pure software and consulting firms may struggle, as AI efficiently handles tasks like coding and data analysis. However, hospitality thrives, emphasizing human presence and experiences. Hotels will evolve into two models: budget hotels using AI and automation for efficiency, and premium hotels focusing on human touch, with AI in the back office. The key is understanding each hotel's identity and maintaining its unique value proposition in an AI-driven world.

🏨 Who? Hospitality professionals. When? March 31 at 12:15. Where? #HT360 Hospitality Tech360, ExCeL, London. What? Session on “#HumansAsLuxury: Redefining Value in an Automated Hospitality Future.” How? Exploring topics like #ReverseUncannyValley and the evolving role of humans in hospitality. Why? To discuss how care, attention, and human presence in hospitality could become luxury elements. Bonus: Visit the #DavidBowie exhibition at V&A East Storehouse. Special thanks to Pieter Baecke, Terence Ronson, and Bruno Saragat.

📅 Atlanta to San Francisco, reflecting on the Hunter Conference this week. The organizers elevated the event, incorporating a "neighborhood" theme with diverse food, drinks, and engaging activities. The closing night featured Hunter x Graduate Hotels x Ludacris with chicken & waffles. AI in revenue management presents substantial opportunities, with tools like Claude enhancing productivity. Industry leaders stress the importance of data collection and proactive issue management. Key insights from Peachtree Group, Sonesta, and Coury Hospitality. Kudos to emcee Glenn Haussman and event leader Rachel Griffiths.

🛍 ChatGPT is developing a new shopping homepage at /shopping, although it's not live yet. Users can explore two dozen product categories, such as gifts for coffee-loving friends, with prompts like finding options under $100. This user-friendly feature mirrors Microsoft's Copilot. Expect additions like price tracking and deals. The service is called "ChatGPT Shopping, AI Shopping Assistant," enhancing product discovery without integrated checkout.

📄 In a hotel, invoice automation processed 7 files uninterruptedly before pausing at a CloudBeds folio. It identified an error: a walk-in guest, initially logged as one adult for two nights, actually involved two guests due to a tax discrepancy. The system manages diverse invoices and files data into Google Sheets and Drive. Transitioning from a linear script to an agentic workflow, it corrected the guest count error. This shift in automation strategy has proven more reliable, reducing error risks.

📈 Google launched Ask Maps, powered by Gemini, in the US and India covering 300 million places. Lighthouse introduced a booking app inside ChatGPT, offering direct bookings with no commission. The technology uses MCP, an open protocol by Anthropic, adopted by OpenAI, Google, Microsoft, and AWS. While independent hotels can use this via Lighthouse, major chains like Accor and Hyatt have their own apps. The independent direct AI distribution window is open but may close soon.

🏨 At Ponte Vedra Inn & Club in Northeast Florida, major renovations include a new oceanfront Surf Club and state-of-the-art Sports Club. Planning for such projects typically begins at least three years prior. Clear communication with staff and guests is essential, using tools like town halls and augmented reality. Instead of lowering rates, add value with promotions like food & beverage credits or stay extensions. Creativity in offers is key to maintaining luxury during renovations.

💻 SAN FRANCISCO, California—In early 2026, Canary Technologies conducted a global survey of over 400 hotel IT decision-makers, revealing that 71% see AI as significantly transformative. Notably, 85% plan to allocate at least 5% of their IT budgets to AI tools. The study shows 82% anticipate increased AI use in the next year, with benefits like saving staff time, boosting guest satisfaction, and increasing revenue. This shift from exploration to execution is reshaping the hospitality industry.

📍 Google Maps introduces Ask Maps, a conversational feature, transforming map interactions. Users can ask complex questions and receive personalized, real-time answers. It offers customized maps, directions, ETAs, and tips, enhancing trip planning. The feature taps into data from over 300 million locations and insights from 500 million contributors, making navigation and exploration easier. This marks Google's most significant navigation upgrade in over a decade, integrating their advanced Gemini models for an intuitive driving experience.