Innovation

📱 In 2027, hotels aim to enhance F&B profits by leveraging mobile ordering technology. Reports show a 20-40% increase in average transaction value with digital ordering. Integrating multilingual, digital menus and upselling features simplifies guest experiences and boosts revenue. Additionally, IRIS clients reported delivery-time savings of over 10 minutes per order. This shift turns all hotel areas into potential F&B revenue opportunities, while reducing staff workload and improving operational efficiency.

📚 Bethesda, MD | September 16, 2026 | Stayntouch achieved a Level 4 Global Customer Support Certification from Hotel Tech Report, scoring a perfect 34/34. Valid from July 2026 to July 2027, it reflects their robust support ecosystem, which includes 24/7 multilingual assistance, real-time SLA monitoring, and a strong NPS score. Over 100 reviews give them an average support rating above 4.5/5. Their customer-centric approach ensures seamless hotel PMS implementation and ongoing customer success.

🏨 IDS Next celebrates over 25 years of partnership with ITC Hotels, facilitating operations across 150+ hotels in 90+ locations, including India, Sri Lanka, and Nepal. The collaboration, noted for its use of cloud and AI technologies, has evolved to encompass wellness, sales, and catering. Amandeep Singh Sarna, ITC Hotels’ Chief Digital Officer, highlights IDS Next's understanding of hospitality needs. IDS Next's platform aids visibility, standardization, and data-driven decisions across ITC Hotels' seven brands.

💳 Hapi and Upgrade partnered to integrate modern payment options like Flex Pay into hotels' systems, automating Virtual Credit Card processes. The solution is already used in thousands of hotels, reducing payment errors and mishandlings. According to NerdWallet, 17% of travelers in summer 2026 plan to use Buy Now, Pay Later for travel. This integration streamlines payment processing, enabling hotels to support flexible payment options without changing existing systems, addressing an estimated $1.5 billion in reconciliation inefficiencies.

🤖 84% of U.S. customers believe AI in customer service should allow easy access to humans. 71% think AI makes reaching a person harder. Companies with accessible human support can gain a competitive edge. Shep Hyken emphasizes that while customers appreciate self-service, they value human interaction when needed. The notion of a “premium experience” emerges as human support becomes rarer. This balance can influence customer preferences and justify higher pricing for enhanced service.

💻 AI's integration with Property Management Systems (PMS) and Point of Sale (POS) systems in hotels is transforming operations. PMS data offers insights into guests' stay details, while POS data reveals their spending habits. AI can process these data points in real time to enhance decision-making. As hotels rely more on AI, they must consider operational events, permissions, and the timing of data availability. The focus is shifting from data collection to crafting the right operational context for decision-making.

📅 AI assistants like ChatGPT and Gemini are transforming hotel search behavior, moving from generic search terms to detailed, conversational queries. Examples include specifying needs like “family-friendly” or “breakfast included.” This shift reflects a more nuanced understanding of user intentions, contrasting with traditional keyword-based searches. AI now serves as a critical tool in identifying suitable accommodations by processing complex requests, marking a significant evolution in how travelers discover hotels.

📈 Cloudbeds launched its new RMS today, offering hoteliers a unified revenue management system. This system integrates real-time data, market intelligence, and automated pricing. Key features include enhanced pricing intelligence, automation with oversight, and streamlined action processes. Jason Richards, Cloudbeds' Chief Business Officer, emphasized the system's design for efficient and sophisticated decision-making without a large team. For more, visit Cloudbeds' website.

📈 Inn-Flow, based in Raleigh, announced enhanced integration between its Accounting and Procurement solutions for hotels. This new feature allows AI-powered budget, forecast, and purchasing data integration to streamline hotel purchasing decisions and manage costs effectively. For instance, if a $10,000 budget has $1,850 spent and $2,450 committed, $5,700 remains for purchasing. Their AI Cart Optimizer aids decision-making in procurement workflows. The AI-driven platform aims to unify financial and operational hotel management systems.

🏨 Neil Gallagher, CEO of Soneva, is featured in Hospitality Net’s Brand Insiders, hosted by Adam Mogelonsky. This hour-long video series explores innovative hotel brands through discussions with industry leaders. The interview focuses on "Bare Luxury" and the evolution of ultra-luxury in the Maldives. Watch or listen to the full interview on Hospitality Net. For further insights, visit Hotel Mogel’s website.