Innovation

💬 2025 trends show hotel apps are underutilized for in-stay communication. In a survey by eviivo, 60% of 450 travelers prefer SMS or WhatsApp, with just 4% opting for hotel apps. Global Business Travel Association found 61% of business travelers downloaded hotel apps, mainly for reservations and rewards, not communication. Instant messaging like SMS boasts 98% open rates. Operators are advised to focus on familiar channels and integrate AI for efficient, personalized guest interactions.

🤖 Langham Hospitality Group launched three AI agents to enhance guest interaction and staff support. Who? Langham Hospitality Group. When? Announced recently in 2025. Where? Hong Kong. What? Introducing AI tools: Experience Agent (multilingual guest interface), Knowledge Agent (staff support), and Insight Agent (real-time analytics). How? Phasing into 31 properties across continents. The Experience Agent supports over 50 languages, the Knowledge Agent assists staff with instant answers, and the Insight Agent analyzes booking and guest trends for better decision-making.

🚨 Security technology is critical for hotel emergency preparedness. Electronic key control systems are essential, reducing response times during emergencies like fires, floods, and theft. Implementing seven key strategies, including robust systems, emergency policies, and quarterly audits, enhances safety. First responders need full access for effective rescue operations. These systems, used globally, minimize risk, increase productivity, and prevent insider incidents, protecting hotel guests and staff. Investing in this technology is crucial for safety and security.

🏨 Q3 2025 Shiji Guest Experience Benchmark shows European hotels saw a +0.6-point boost in the Global Review Index (GRI) due to positive "staff" mentions, while globally, the GRI increased by +0.5 points. Positive staff acknowledgments significantly enhance online reputation and revenue. AI aids by handling routine tasks, allowing staff to create exceptional guest experiences. This synergy of technology and human touch results in efficient operations, empowered staff, and memorable guest experiences.

💰 Price and economic uncertainty are driving travelers to seek deals and immediate benefits. Sykes' Bloom loyalty scheme attracted 100,000 members in six months, with app users twice as likely to rebook. Technology and AI are enhancing personalized experiences. Success examples include Booking.com’s Genius tiers, Starbucks Rewards, and Amazon Prime. Sustainability is a growing loyalty driver, with Intrepid Travel benefiting from ethical initiatives. Forge invests in UK biodiversity and community projects, reflecting the rise of values-driven loyalty.

📰 Dec 1, 2025, the NYU SPS Tisch Center report reveals a shift among hoteliers towards Best-in-Class technology stacks. Surveying over 300 hotel professionals, 30% of All-in-One system users plan to switch to specialized systems. Only 34% expressed satisfaction with current support. All-in-One systems face higher guest issues. Larger hotels favor specialized solutions for scalability, while smaller ones prefer All-in-One for cost-effectiveness. Integration challenges persist, noted by 38%, with strong industry-academic partnerships emerging.

📖 135+ reports are available online, paywall-free, for the public. Contributors include Iolanda Carvalho from Portugal, Ci En L. from Singapore, Gonzalo Gregori from China, and Amy Daroukakis, who can be reached anywhere. The initiative encourages sharing through the hashtag #Trend2026 to ensure widespread accessibility.

💻 Danica Smith interviews Matthew Bell, Managing Director at Mollie's, discussing underperforming digital initiatives in hotels. Bell cites misaligned goals, over-engineered projects, and lack of value metrics as key issues. He advocates for an incremental, guest-led approach and highlights the importance of personal devices, identity, and authentication in shaping future guest experiences. This conversation provides hospitality leaders with a framework for tech stack evaluation, focusing on impactful results.