Innovation

🏨 Canary Technologies, an authority on generative AI in hospitality, introduced its AI Voice platform for hotels. The platform addresses industry issues like missed calls and the need for 24/7 guest interaction. With over 20,000 hotels including Marriott, Hilton, and Wyndham using its solutions, Canary has been influential in advancing AI in hospitality. Attitudes towards generative AI shifted 18 months ago when it became a practical tool. Hotel brands like BWH Hotels and Wyndham, with 80% of guest messages handled by AI, are embracing the technology, along with independent hotels. The industry is at a crossroads, deciding whether to build or buy AI tools, and the impact of these decisions will be evident in the next 3-5 years.

STUTTGART, 25th March 2025 – Germany-based hotel group McDreams has revealed that it is successfully operating a 131-room hotel in Stuttgart with only three on-site employees – 84% less than when it was under previous ownership.  The…

📡 AI in hotel marketing enables personalized guest communication, efficient data processing, and real-time market strategy adjustments. Hotels are advised to adopt a strategic approach, engage outside experts, and measure outcomes for full AI benefits. AI-driven chatbots offer instant responses, while data analysis of booking patterns and social media sentiment informs decision-making. AI enhances targeted advertising, content creation, and automates tasks like email and social media posting, optimizing marketing budgets and ROI, especially during high-demand periods.

🏨 Independent hotels can successfully compete with Online Travel Agencies (OTAs) for direct bookings by leveraging technology, marketing, and team alignment. Travelers often start searching for lodging through OTAs like Booking or Expedia, or via Google Maps, and prefer to book directly for better communication and pricing. However, direct booking is hindered by underwhelming hotel websites and complex booking flows. Direct bookings are not "free"; they include costs such as marketing, booking engine fees, and website maintenance. Investing in direct bookings results in a higher lifetime value (LTV) for guests due to the ability to remarket, upsell, and build loyalty. A focus on net profit, rather than revenue, is key, assessing the net revenue per available room (NetRevPAR). Tools like Demand Calendar can help measure Customer Acquisition Cost (CAC) across channels, leading to optimized marketing spend and distribution strategies. Practical steps for hoteliers include auditing channels for profitability, improving website user experience and booking processes, leveraging low/no-cost marketing, implementing business intelligence tools, and training staff to focus on profit-oriented goals. Overall, a strategic approach to direct bookings can increase hotel profitability and reduce OTA dependency.

🖨 Amazon introduced Alexa+, an AI assistant partnered with Tripadvisor and Uber, aiming to revolutionize user experience by managing entertainment, organization, and travel services. Over 600 million Alexa devices are enhancing customer lives, according to Amazon SVP Panos Panay. U.S. rollout will occur in the next weeks, free for Prime members. Alexa+ assists with Uber ride bookings and provides travel planning aid in conjunction with Fodors. Skepticism exists regarding AI's emotional connection in travel planning, but experts see potential for Alexa+ in voice-activated trip research. Alexa's previous integrations include hospitality services, flight information, and scheduling rides. Alexa's broader impact on travel commerce remains speculative.

📍 Hotelbeds, part of HBX Group and a global TravelTech leader, collaborates with partners like STAAH, operating in the B2B space and not competing for the end customer. It provides access to various travel products and works with 250,000+ hotels, reaching 60,000+ clients across 190+ countries. The partnership focuses on distribution strategy and APAC market expansion, aiming to drive growth and innovate within the travel industry.

💻 Christopher Sebes leads the Technology Practice at Results Thru Strategy and advises startups like Hellometer, GoTab, Bite Ninja, and TRAY POS. In 2006, Sebes developed the first graphical drive-thru timer and sold it to Hyperactive Technologies. As an advocate for open standards, he serves on the Restaurant Technology Network's Board of Governors, promoting industry-wide standards to enable restaurants to integrate different tech solutions seamlessly.

🔥 Anacove, a developer of AI-enabled energy management solutions, introduced the Anacove Smart Thermostat for hotels to reduce energy costs and maximize guest comfort. The IoT device monitors room conditions, integrates with existing Wi-Fi and HVAC systems, and is maintenance-free with Internet updates. In tests with IHG Hotels, the thermostat proved effective, leading to a 50% reduction in HVAC energy usage. It's part of a suite including Staff Safety Alerts, Toilet Leak Detectors, and Asset Tracking Services. Hotels using Anacove products typically see ROI within 12 months, with the potential for a 6-month payback in high energy cost areas. Anacove aims to help hotels save on average more than $2 billion annually in the US.

📊 At the 30th anniversary MURTEC 2025, Hospitality Technology interviewed Niko Papademetriou, Co-Founder and SVP of Qu. They discussed AI, data, and restaurant industry challenges. Qu, with its slogan "beyond POS," focuses on unified commerce for mid-market and enterprise restaurant brands, enhancing fast casual and quick-service chains. Key discussions included restaurant challenges (50s), benefits of a unified data platform (2:20), system integration (2:30), implementation (4:00), and a case study on Golden Corral (4:55).

💻 TrustYou's Customer Experience platform is a product of their restructured Product & Engineering organization, aligning with innovative, fast-paced approaches. The "Temporary Team" (TTeam) concept, a major change in recent years, involves limited-lifetime, cross-functional teams with a clear purpose, capable of disbanding after a few weeks once their goal is met. TTeams differ from long-lived teams, which focus on local changes, long-term technology strategy, and operations. A practical example is the "Mark a Survey review as inappropriate" feature, which was built by a TTeam of four engineers in three weeks, resulting in a successful, timely release. While the TTeam approach has improved focus and flow, challenges like managing too many TTeams and poor initial planning were also faced. The concept continues to evolve within TrustYou as part of their "Test & Learn" core value.