TOP NEWS

💻 Cecilia Betancourt, General Manager at Hilton Garden Inn Cancun Airport, emphasizes the importance of personalization in hospitality, facilitated by technology like modern PMS platforms. These systems enhance guest experiences by improving service personalization, reducing friction, and allowing better departmental coordination. Despite advances in digital check-ins and mobile interactions, the human element remains crucial. Challenges include training, organizational change, and integrating technology with existing systems. Sustainability is increasingly important for hotel evaluations.

📈 Over 50% of travelers use OTAs like Expedia and Booking.com as discovery engines, often visiting direct hotel websites for bookings. To maximize this, hotels should ensure optimized mobile experiences, rate parity, and efficient booking processes. A 3-step framework is recommended: capture guest data, offer exclusive booking codes, and maintain relationships with post-stay offers. RevOptimum's system addresses rate parity issues, boosting direct conversion rates by 18% with strategic incentives like flexible cancellations.

🏆 England's World Cup performance boosts the hospitality sector, despite challenges like long hours. Businesses see increased revenue simply by hosting fans during matches. The sector capitalizes on international football without direct costs, benefiting from the influx of customers drawn by the tournament.

🍻 Marriott International and The Coca-Cola Company announced a global beverage partnership on October 12, 2023, in Bethesda, Maryland, and Atlanta, Georgia. Coca-Cola will be the exclusive beverage partner for Marriott, covering carbonated drinks, hydration, and functional beverages. This partnership will roll out in guestrooms, restaurants, and events worldwide over the coming months, offering economic benefits to Marriott owners and operators. Marriott operates 9,100 properties in 142 countries.

📅 In 2025, 67% of guests globally prefer flexible check-in/out via smart locks or apps. Hotels using dynamic timing report a 186% increase in usage yearly and 22% revenue growth. For business travelers, 48-hour notice for early arrivals is common. Flexible options like early check-in and late check-out enhance guest satisfaction and increase occupancy. Data shows flexible operations reduce service complaints by 37%, with room readiness and ancillary revenue as key metrics.

📰 Doug Kennedy's next webcast on July 24 at Noon ET offers 40 minutes of sales training, focusing on proactive prospecting and overcoming inbox distractions. Learn to retarget lost business, seek referrals, and utilize CRM tools. Complimentary registration is available thanks to sponsors Travel Outlook and Track Hospitality Software. Upcoming sessions on August 21 and September 25 will explore humanification in tech and upselling strategies. Recordings are accessible on KTN’s YouTube and Spotify channels.

📆 In November 2026, the Hotel Owner Conference will be held in London, focusing on strategies for resilience and leadership amid rising operational pressures and technological changes. Simon Numphud, Managing Director at AA Media, discussed the launch of new sustainability marks and challenges like talent retention, cost management, and evolving guest expectations. The conference aims to inspire optimism by emphasizing investment in people, embracing change, and upholding hospitality principles for long-term success.

📈 Scottish hotels face a £63 million rise in annual business rates, totaling £295 million by 2026, up from £232 million in 2023. Rateable value increases averaged 27.3%. The Scottish Borders saw the highest rise at 45.7%, while Argyll and Bute experienced a 0.2% decline. Glasgow and Edinburgh rates rose by 41.9% and 38.9%. Appeals must be lodged by July 31, 2026. The revaluation reflects post-pandemic conditions, impacting operators with varying effects.

🛫 Travelers increasingly use AI tools like ChatGPT for trip planning, with 900 million weekly users. AI's generative models allow natural language searches, improving discovery. However, incorrect info can lead to "hallucinations," so keep your hotel details accurate. Connection to AI through APIs and MCP ensures direct bookings over OTA routes, cutting 15-20% costs. Direct connections lead to full revenue retention, unlike OTA commissions. Audit your online info now for better AI visibility.

🏨 The California Hotel & Lodging Association Hospitality Foundation awarded scholarships to 97 students from 18 colleges, totaling over $160,000, for degrees in hotel management, tourism, and culinary arts. Top schools: San Diego State (32), CSU Monterey Bay (21), and CSU Long Beach (11). The 2026 awards gala will be held on November 5, 2026, at Disney's Grand Californian Hotel & Spa in Anaheim. CHLA supports over 6,000 establishments and 235,000 workers statewide.