Innovation

📈 Dreamplace Hotels & Resorts leveraged Cendyn's Digital Marketing Platform to enhance direct bookings across various channels. In 2025, they saw a 10% increase in direct bookings and total direct revenue, alongside a 7% rise in conversion rates. Mobile clicks rose by 10%, and mobile CVR improved by 14%. The strategy yielded a 28x ROAS, with mobile ROAS reaching 29:1. The initiative improved revenue per click by 7% and delivered impressive metasearch performance overall.

📊 AI is transforming hotel discovery and booking by shifting search from keywords to conversational queries. ChatGPT, Gemini, and Claude, powered by large language models (LLMs), enhance travelers' search experiences with enriched information. Hotels can now leverage these conversational AI tools through Cendyn AI Connect and DirectBooker partnerships, allowing them to regain control over their brand narrative. This shift from traditional SEO enables hotels to craft more meaningful interactions and improve their visibility and bookings.

🛅 Model Context Protocol (MCP) is transforming hospitality by enabling AI assistants to interact seamlessly with hotel systems. Traditionally fragmented, these systems—PMS, CRS, and CRM—now communicate via a unified layer, reducing latency and maintenance overheads. MCP orchestrates real-time data interaction without replacing core platforms, streamlining AI-driven hotel bookings. Operational requirements include authentication and permissions. This innovation diminishes intermediary reliance, reshaping hotel distribution and guest experience by ensuring consistent data access and enhancing trust.

📝 In November 2024, Shiji and Globales Hotels initiated a phased rollout of the Guest Survey module across 47 hotels. The goal: transform guest feedback into a brand-wide asset. The project, featuring technical activation and design enhancements, aimed to boost engagement by optimizing surveys, redesigning invitations, and creating tailored messaging. The rollout, aligned with hotel opening calendars, focused on increasing feedback and standardizing surveys to strengthen guest relationships.

🏠 Airbnb Luxe generated $800M in 2025 by leveraging client data, offering personalization 10x better than traditional luxury palaces. A UHNW client in Dubai noted Airbnb's predictive understanding surpassing that of their favorite palace. This shift in client expectations poses a challenge for palaces to integrate AI and data with human service. While Airbnb Luxe sets a new standard, palaces have the advantage of physical and emotional connections, which AI can enhance further.

🛫 OpenAI's potential acquisition of Sabre is speculated due to Sabre's extensive flights cache, crucial for real-time data. Debates around air pricing involve the need for a comprehensive flights cache like those owned by Sabre, Amadeus, and Google. 16 years ago, Google acquired ITA to build Google Flights. Sabre's current trading price suggests OpenAI could consider purchasing it, although it may not be a priority.

📈 Hospitality leaders remain cautious despite a rebound in optimism in early 2026. The latest Business Confidence Survey from NIQ, CGA intelligence, and Zonal shows that 51% of leaders feel confident about business prospects over the next 12 months. This marks a significant recovery from the five-year low of 26% in October 2025. Solid trading in December and increased economic certainty contribute to this optimism.

🏨 Model Context Protocol (MCP) is a new interface in hospitality, connecting AI and hotel systems without replacing existing platforms like PMS, CRS, and CRM. It addresses fragmented integrations by combining data sources for real-time guest interactions, requiring authentication, permissions, and governance. MCP allows hotels to directly engage in AI-driven distribution, potentially reducing reliance on intermediaries like OTAs. Ensuring data consistency and optimizing for generative search are key steps for hotels to prepare for AI integration.