Innovation

📈 ChatGPT, now with 800 million weekly users, is reshaping travel planning. The shift involves AI terms like MCP, GEO, and Agentic AI, crucial for direct hotel bookings, bypassing OTAs with their 15-20% commission. Understanding these terms, hotels can leverage AI for real-time data, accurate rate displays, and seamless AI integration. As AI channels like ChatGPT, Claude, and Gemini evolve, hotels must adapt to maintain competitive advantage and maximize revenue potential.

🏨 Jordi Caralt Coloma, Corporate General Manager of Hidden Hotels, emphasizes the evolution of luxury hospitality towards emotional and authentic experiences over material excess. With over 30 years of industry experience, Jordi advocates for leadership that inspires through authenticity and empathy. Hidden Hotels, with properties like Gran Hotel Inglés and Posada Terra Santa, prioritize personalization and sustainability. The future of luxury hospitality will focus on emotion, sustainability, and meaningful connections, becoming "emotional sanctuaries" that prioritize people and the planet.

💻 Langham Hospitality Group, as of 2025, is deploying AI tools across 31 hotels globally, covering brands like The Langham, Cordis, Eaton Workshop, and Ying’nFlo. The tools, launched after previous tech investments, support guest inquiries via text, offer staff operational data access, and analyze booking data for commercial decisions. Langham's CEO, Bob van den Oord, emphasizes these tools enhance guest care and decision-making by adapting to modern information access trends.

💻 Mews and Flexkeeping are transforming hotel housekeeping through tech innovation. In episode 55 of Matt Talks, Flexkeeping CEO Luka Berger discussed using modern PMS and tech for housekeeping efficiency. Flexkeeping automates tasks, reducing errors, with one hotel automating over 14,000 tasks in three months. Mews powers over 12,500 customers in 85+ countries. The partnership enables real-time updates and AI communication, revolutionizing housekeeping operations and guest satisfaction with a future vision of AI and robotics.

🏨 OTH Hotels Resorts expands its East Coast presence by managing the 179-room Crowne Plaza Hotel & Suites Pittsburgh South. Located in Pittsburgh's South Hills, the hotel offers 13,000 sq. ft. of event space, a restaurant, fitness center, and more. This partnership aims to enhance guest experiences and property performance. Interior enhancements are planned for 2026. Founded in 2019, OTH manages 20 hotels and 38 restaurants across the eastern U.S.

💻 Only 28% of hotel chains use process automation, per h2c’s Global AI & Automation Study. RobosizeME helps hotels eliminate manual processes, saving 72 human days monthly in rate code management and 49 days annually in commission reconciliation per hotel, at $10,492 savings. Automation freed 20 employees from profile management, improving efficiency and guest experiences. Setup costs $5,000, with a $179 monthly fee. This enables hoteliers to focus on strategic tasks rather than repetitive ones.

💻 Pertlink Limited, based in Hong Kong, launched a new brand identity and strategic business evolution aimed at the hospitality sector, focusing on AI integration. Celebrating 25 years in service since October 23, 2000, Pertlink offers AI Playbooks for various hospitality roles, helping to improve productivity and control costs. These playbooks include guides for Housekeeping, Engineering, and more. Founder Terence Ronson emphasizes practical AI applications to support industry transformation.

✨ Youri Sawerschel, founder of Creative Supply, reveals 8 shifts in brand management in the AI era through a webinar, featuring a döner kebab shop rebrand as a case study. Learn how AI can enhance brand strategies when aligned with human intention. Creative Supply is a Zurich-based agency collaborating with notable brands like UBS and LVMH. It educates thousands through workshops and is featured in major publications. 🌍 [creativesupply.ch](https://creativesupply.ch)

🛳 Dolphin Dynamics, in collaboration with UK-based Widgety, launched the Cruise Content Capture module. This tool auto-populates Dolphin with updated cruise data, eliminating manual entry and speeding up bookings. The new Cruise Lookup tool uses Widgety’s database of over 1,000 ships. Guy Novik of USAirtours highlights the efficiency gain, cutting data entry from hours to minutes. Chuck Richardson of Dolphin Dynamics emphasizes improved accuracy and scalability for cruise agents.

📅 In 2025, a GlobalData survey highlighted that nearly 33% of travelers consider personalisation crucial for travel purchases. AI-driven hyper-personalisation is transforming the industry, with features like eSIMs and real-time itinerary adjustments. Technologies such as deep learning models and conversational tools enhance customer experiences. Collaboration across the travel sector, including in payment methods like Alipay and GrabPay, is vital. The future of travel is predicted to be hyper-personalised, hyper-local, and AI-powered.