Innovation

📲 eviivo, an all-in-one property management system, launched an integration of WhatsApp and SMS into its AI-powered Guest Manager. This feature allows hoteliers to manage communications from one platform. WhatsApp is popular in Europe, SMS in the US, with SMS having a 98% open rate. Michele Fitzpatrick, CEO of eviivo, notes this update helps connect with guests on preferred platforms, enhancing guest satisfaction and communication across properties.

Melbourne 29 July, 2025 – RMS, a global leader in hospitality technology for hotels, motels, serviced apartments, outdoor lodging, and short-term rentals, has unveiled a bold new brand identity.  From its…

💸 Hotel Madeira's transformation showcases the power of adopting a revenue management system (RMS). By transitioning from manual processes to Duetto’s RMS, they improved efficiency and decision-making, increasing average daily rates (ADR) and financial control. Implementing in phases and training teams facilitated this change. Independent hotels can achieve similar success by assessing pain points, choosing appropriate systems, and optimizing processes, leading to enhanced revenue and guest experiences.

🚌 White Castle partners with Coco Robotics and Uber Eats in Chicago for its first autonomous delivery launch. Coco's zero-emission robots, operational in Chicago since 2024, have completed over 500,000 deliveries in various cities. Checkmate synchronizes White Castle's menu with Uber Eats for seamless order processing. Chris Shaffery, White Castle's VP, emphasizes efficiency and quality. Customers receive alerts to meet the robot via the Uber Eats app, with no extra fees or tips required.

🌐 journaway expanded to the UK market in 2025 after entering the Netherlands last year. CEO Marco Behrends highlights the British market's potential for the platform's curated, tech-driven travel experiences. Former Expedia GM Alex Platts, now Chief Commercial Officer, emphasizes the model's scalability and data-driven approach. Platts joined the Management Board last year to drive international growth. The platform focuses on individuality, planning security, and inspiration for multi-day trips.

✈️ SITA's 2024 revenue grew 8.3% to $1.6 billion, driven by strong performance across Airports, Borders, and Aircraft sectors. Global IT spending in air transport is estimated to reach $37 billion in 2024. Noteworthy acquisitions included Materna IPS and ASISTIM, while SmartSea expanded the portfolio to cruise and rail. CEO David Lavorel emphasizes the need for efficiency and sustainability as air traffic is set to grow 7% between 2025-2027, with investments in AI and digital innovations.

🛫 Travel Republic, owned by Emirates' dnata Travel Group, unveiled a brand refresh to address feedback that it was "too safe and bland." Improvements include an AI-powered chatbot for 24/7 support, a price calendar, and flexible payment options. Focus groups revealed 48% book package holidays for ease, while 39% prefer hotel-only bookings. The revamp aims to enhance travel simplicity, flexibility, and customer satisfaction, reflecting a fun and friendly brand identity.

📱 Great Wolf Lodge launched a tech-driven "High Paw" platform in March 2025, enabling guest and employee recognitions through a web portal without app downloads. Post-launch, over 40,000 peer recognitions and 20,000 guest "High Paws" were sent, impacting traditionally less interactive roles like housekeeping. 20% of 5-star Google Reviews across 22 U.S. locations are attributed to this program. This real-time feedback tool enhances employee motivation and meets evolving guest expectations effectively.

🏨 Mews CEO Matt Welle and Henry Blackman discuss hotel revenue strategies focusing on total revenue management. Simplifying data use, monetizing assets like parking and meeting rooms, and employing guest empathy drive revenue. Upsells, if timely and relevant, offer 10x perceived value. Key strategies include using AI for guest insights, automating systems, and experimenting with high-margin upsells. Mews integrates resources to aid revenue managers in optimizing performance, encouraging hotels to start with small tests for scalable success.

📱 Hotels face challenges like outdated technology, fragmented communication systems, and labor shortages. AI-driven solutions can address these issues by enhancing guest experiences and optimizing workflows. AI-powered tools help by scoring real-time customer interactions, customizing training, and intelligently routing communications. These advancements enable hotels to monetize rooms through digital marketplaces and targeted ads, boosting revenue. Embracing AI is essential for hotels to stay competitive and improve service efficiency in today's digital-first environment.