Innovation

Built on the Model Context Protocol (MCP), Apaleo’s new MCP server makes agentic AI more practical in hospitality by giving AI agents a standardised way to interact with hospitality systems.…

🚢 A-ROSA River Cruises, in partnership with German tech company Alyza, implemented AI in customer service. By mid-September 2025, AI analyzed 22,000 calls, reducing avoidable service calls by 45% and boosting booking completions by 89%. Calls averaged five minutes each. AI offers real-time metrics, improves booking efficiency, and enhances conversion rates. A-ROSA aims to reduce unnecessary customer contacts, allowing staff more time for personalized consultations, improving customer relations with practical coaching and tailored call center training.

🏨 K Avenue by Pinstay in Malaysia achieved a 10–15% boost in Average Daily Rate (ADR) within one month by using STAAH’s dynamic pricing tools. The platform streamlined operations with real-time syncing and a central dashboard, eliminating manual errors and overbooking risks. This integration improved online visibility and efficiency, enabling the team to focus more on enhancing guest experiences rather than administrative tasks. This has positioned them to confidently lead their market segment.

🛫 Companies are adapting to blurred lines between business and leisure travel, balancing policy compliance and traveler autonomy. Suppliers focus on small businesses, meetings, and hybrid travel. Travel managers should rethink policies and tech investments. The Phocuswright report offers forecasts and insights crucial for 2025–2028 strategies. Phocuswright Open Access provides unlimited access to research, supporting strategic decisions with comprehensive data and analysis.

🚗 Kiwitaxi partners with HeyTrip to expand ground transportation services across 100+ countries. HeyTrip users gain access to 12 car classes, 90 minutes of free airport waiting, and meet-and-greet services. This collaboration aims to enhance travel experiences globally, especially in APAC and EMEA regions. Marie Borisova (Kiwitaxi CEO) highlights growth in APAC, while BM Huang (HeyTrip CEO) emphasizes improved travel experiences. The partnership supports client-centric mobility solutions and global travel market expansion.

🌐 UK holidaymakers are increasingly using AI in travel, with a 61% rise in AI platform usage compared to last year. eDreams ODIGEO's study of 9,000 global consumers, including 2,000 from the UK, shows a 183% boost in AI adoption among 18-34-year-olds. Even 48% of those over 55 used AI for travel for the first time in the last year. Consumers demand smarter personalization, with 44% frustrated by traditional booking methods lacking this feature. AI platforms, like eDreams, handle 100 million daily searches, generating 6 billion predictions daily.

💻 TourMind's MappingMind revolutionizes B2B hotel distribution with a 99.6% mapping accuracy and 90% automation rate. Boasting a 500-millisecond response time, it outperforms by matching 46% more hotels. The system's deep learning models, trained on trillion-scale data, handle complex cases and ensure a 99.9% recall rate. Designed for hotel distributors and OTAs, MappingMind reduces costs and improves speed and accuracy, providing a seamless room selection experience.

💬 HBX Group reported record call attendance and customer satisfaction in 2025. From July to August, they managed over 500,000 customer cases, handling 200,000 calls with 98% answered within 22 seconds, achieving a 93% satisfaction score. AI was utilized to process simpler cases, allowing staff to focus on complex issues. Recently, HBX launched a GenAI trainer for customer service agents to improve response strategies. Their investment in AI and data analytics has significantly enhanced service quality.

🚂 Trainline Partner Solutions (TPS) is expanding its decade-long contract with American Express Global Business Travel (Amex GBT) into the EU by the end of 2025. Amex GBT customers will gain access to EU train bookings through TPS, featuring seat maps, SplitSave cost savings, and carbon emission calculations. The partnership aims to promote sustainable travel and assist clients in meeting carbon reduction targets, offering seamless ticketing across various operators and improving convenience for corporate travelers.

📅 Mews, a leader in the 2025 IDC MarketScape for PMS, released updates in summer 2025 to enhance guest experiences in hotels. Key features include self-guided ID and photo uploading, wallet-based room keys with ASSA ABLOY Vostio NFC locks, and personalized guest connections. Additional enhancements involve dynamic email conditions, billing automation, and automatic payment routing. These innovations aim to reduce friction, streamline tasks, and improve services without manual intervention. The release is currently live.