Innovation

📱 Hotels are using WhatsApp to enhance guest communication, boosting online check-in rates, improving service, and increasing on-site sales in locations like Germany, the Netherlands, and Belgium. WhatsApp offers a 24-hour free response window for incoming messages, while outbound messages vary in cost by campaign type and location. Only 12% of hotels currently utilize WhatsApp, suggesting a potential opportunity. The tool is part of a broader communication mix that includes email and SMS, tailored to guest preferences and hotel needs.

📊 TrustYou's SummaryAI, integrated into the Customer Experience Platform (CXP), revolutionizes how hoteliers manage guest feedback. Weekly summaries transform thousands of reviews from platforms like Booking.com and TripAdvisor into actionable insights, saving hours of manual work. This AI tool offers actionable suggestions, aligns HQ with on-site teams, and tracks recurring issues, thus enhancing guest satisfaction and response times. Its seamless integration with CXP features, including SentimentAI and Competitor Benchmarking, ensures comprehensive data flow and improved decision-making. Book a demo to experience this game-changer.

🤖 Shangri-La Traders and Shanghai Hongqiao Airport Hotel, China, recently inaugurated with KEENON Robotics’ XMAN-R1 humanoid greeter. The hotel, opened earlier this week, marks Shangri-La's fifth Shanghai property and the debut of the refreshed Traders brand. XMAN-R1 uses KEENON's KOM2.0 model for interactive tasks. Supported by robots like W3 for deliveries, S100 for luggage, and C40 for cleaning, the initiative showcases enhanced hotel operations and guest experiences.

💻 The Institute of Travel & Tourism (ITT) partnered with SystemsX to offer the Sense AI platform to students at over 35 UK universities and colleges. This initiative aims to enhance travel and tourism students' skills through interactive learning and instant AI feedback. Claire Steiner of ITT highlighted the importance of this tool for real-world experience. The platform, now live, will prepare students for careers in the industry as they train with technology used by travel companies.

🤖 2025, Boom introduces BAM, the first Business Agentic Manager targeting the Short-Term Rental industry, enhancing autonomy and efficiency. The innovation follows a $12.7 million funding round led by Avenue Growth Partners. BAM automates 75% of guest communications and completes 100% of review management autonomously. Report times drop from hours to under a minute. The shift to Business as a Software (BAaS) allows property managers to focus on growth and strategy, boosting satisfaction and retention.

🗺️ Dida Holdings, a leading AI-driven travel tech group, unveiled a new structure to unify its brands under Travel, Technology, and New Ventures. Following Daryl Lee's appointment as CEO in October, the company aims to be the top travel ecosystem partner using AI and automation. Core divisions—Dida Hotels, Flights, Go, and Experiences—will expand globally. Operating across Asia, Europe, and the Middle East, Dida focuses on AI in pricing, connectivity, and sustainability.

🏢 84% of consumers prefer rewards over issuer reputation. 55% dine/drink pre-flight, 60% (71% Gen Z) want streamlined experiences. Wellness tourism is projected to grow from $637 billion (2022) to $1.35 trillion by 2028. 62% might switch cards if benefits are lost. Personalisation and partnerships are key for loyalty programs. AI enhances experiences, offering lounges, spas, and local discounts. Loyalty is evolving to include wellness and personalisation, aligning with broader lifestyle trends.

🛫 As of 2025, 60% of travelers use AI responses for travel planning on Google. Google’s AI Mode, launched earlier this year, enables dynamic searches like “family-friendly tours in Costa Rica.” Less than 10% of bookings via AI Mode go through traditional OTAs, versus 56% directly with hotels. AI recommendations score over 4.3 out of 5 in trust. Average query lengths have doubled, emphasizing conversational searches. Propellic advises adapting strategies for AI-driven travel planning.