Innovation

💻 70% of U.S. travelers prefer self-check-in via app or kiosk over traditional hotel desks, with the number rising to 82% among Gen Z. A survey of 2,000 American travelers showed 82% of hotel loyalty members face issues like slow check-ins and outdated services. Mews Kiosks cut check-in time by 33%, with 30% of guests using the kiosks, boosting upsells by 25%. Mews aims to enhance guest-staff interaction by eliminating reception desks.

💻 Access Hospitality, including SHR, Guestline, and STAAH, unveils an innovative AI-powered booking engine that transforms hotel bookings into an interactive two-way conversation. Integrated into hotels' websites, it eliminates redirects and reloads, enhancing user experience. The engine utilizes specialized AI agents to personalize and optimize booking journeys in real-time, interpreting guest behavior and preferences. This system surpasses traditional chatbots by engaging guests in a seamless, human-like experience, supporting multi-property searches and dynamic recommendations.

🛫 Travel and Hospitality dominate luxury spending, capturing 20% of the market. The travel agent workforce has declined by 30% since the rise of online bookings. AI may not replace travel agents but could enhance their roles, handling research and itinerary assembly. AI-driven travel booking is anticipated in about three years, while current AI bots already access hotel websites for training. Direct-to-Consumer brands face acquisition costs over 50%, challenging their profitability.

🏨 Hilton Honors saw a 147% growth, adding 128 million members in six years, compared to Marriott Bonvoy's 119 million. The Feed Your Mind hotelier breakfast, hosted at One Hundred Shoreditch, highlighted redefining guest loyalty beyond points to experiences and recognition. Challenges include consolidating guest data and using AI for personalization. Notable participants: Sky Business, Cycas Hospitality, and others. Contact Sukh McLatchie for Sky Business insights or Katie Houghton for event details.

💻 The Hotels Network (THN) launches Superpilot, the first AI-powered recommendation system for hotel website personalization and direct bookings. 💼 Superpilot transforms marketing on direct channels by automating tasks like data analysis, strategic planning, and content creation. It offers features such as market analysis, local insights integration, and automated content creation. Juanjo Rodriguez, THN Founder, aims to empower hotels of all sizes to personalize their websites effectively, optimizing for direct bookings.

💻 Ice Travel Group (ITG) launched HolidayConnect at the Icetank in London, allowing influencers and brands to create custom holiday searches. The platform, utilizing ITG's proprietary tech, offers access to over 2 billion holiday deals monthly from 88% of the UK's ATOL-protected providers. Partners can integrate the tech into their sites without complex processes, earning commissions on referrals. Chelsea Dickenson of HolidayExpert.com is the first publisher to use HolidayConnect.

🛂 Europe reduced mishandling to 12.3 bags per 1,000 passengers in 2025, a 26% improvement from 2007. Globally, mishandling fell to 6.3 per 1,000 passengers, with 33.4 million bags mishandled in 2024. Over 66% were resolved within 48 hours. The baggage mishandling cost $5 billion in 2024. In 2024, 42% of passengers had real-time baggage updates. Airlines now offer 66% automated bag drop. Apple's Share Item Location was integrated with SITA WorldTracer for faster recovery.

📈 BWH Hotels GB, with over 230 independent UK hoteliers, is launching a redesigned website aimed at reducing OTA reliance. The platform promises faster load times, simpler bookings, and better image functionality, leveraging cloud-based technology. It supports hotel and regional marketing, with future AI integration. Expected outcomes include improved conversion rates and organic traffic. Angela Burns, CEO of Webb Hotel Group Ltd, highlights the importance of this upgrade for streamlining operations and enhancing guest experiences. Globally, BWH Hotels spans over 100 countries with 4,200 hotels.

🏨 Travel tech startup Speakspots.com launches a white-label AI agent for hotels, automating guest communications and driving revenue via WhatsApp. Initially tested at ARTIEM Asturias, this service is expanding to ARTIEM Carlos in Menorca. It offers real-time, personalized recommendations, overcoming language barriers and roaming fees. The AI agent also books restaurants and activities, aiming to boost local businesses. The pilot showed increased guest spending, covering 20% of its operating costs. This innovative solution targets rural, high-end hotels.

📈 Shiji launched its 2025/2026 Hospitality Distribution Technology Chart, marking its 10th anniversary. This edition introduces new sections: Marketplace, Social Media with Booking, and Upselling, highlighting non-traditional booking channels. Key trends: social media as booking engine, AI integration, and demand for open APIs. Platforms like Douyin and WeChat feature in new categories. The chart, initiated in 2015, helps hoteliers understand evolving tech landscapes, with input from global experts.