Our Selection: The most important news in hospitality

📊 U.S. News & World Report released the 2026-2027 rankings for Best Travel Rewards Programs on October 2023, introducing two new categories: Best Hotel Brands and Best U.S. Airlines for Business Travelers. American Airlines AAdvantage and Wyndham Rewards topped their respective categories. Marriott International and United Airlines ranked first in the new business traveler categories. Rankings were based on benefits, network strength, and value. These updates guide travelers in making informed decisions for leisure and business trips.

Recently, a story went viral across Russian social media that, at first glance, looks like a brilliant marketing success. In reality, however, it raises a far more important question for the entire hospitality industry. A guest booked a room at Moscow’s Maidens Hotel and listed an unusual purpose for her stay: “celebrating my divorce.” In the booking comments, she simply asked if the hotel could offer a little emotional support. The hotel responded in an unexpected way: upgrading her room, preparing a few complimentary amenities, decorating the bathroom with balloons, and leaving several handwritten notes of encouragement. The video of her stay generated millions of views, giving the…

Ask any general manager (GM) what they do on Monday morning, and their answer usually involves digging through 15 spreadsheets from finance, operations, and sales to piece together what happened over the weekend. By the time they have a clear picture, half the morning is gone—and the insights are probably already stale. This is dashboard fatigue in action. Hotels generate massive amounts of data every second, but for the people who need to make decisions, more data has paradoxically made clarity harder to achieve. There's so much information flowing in that leaders spend more time sorting through inputs than acting on them. This challenge is exacerbated by a bottleneck that has long…

The World Cup is a wrap! 104 Matches, 16 cities, 3 continents, and 1 unforgettable experience for football fans. Spain stands triumphant after beating Argentina 1-0 in the final on July 19th, and while the pundits are dissecting the performances on the pitch, we’re busy diving deep into the hotel data! When such a monumental and unique event impacts travel markets, there are always lessons to be learned, and while it may yet be another generation before North America gets another crack at The Mundial, hoteliers in host markets for the tournament’s 2030 Centenary should start planning now to maximize their performance. If you’re a hotelier who will be impacted by the 2030 World Cup,…

📈 Jul 22, 2026, by Markus Busch—Dynamic connectivity is key to resolving stale wholesale rates in revenue management systems. Systems like Duetto advocate for adaptable rates, addressing issues of outdated pricing. A live two-way connection between property systems and wholesalers ensures real-time updates but complicates system changes. Hotelbeds manages over 200 integrations, highlighting the difficulty of disconnecting once integrated. The dynamic system's ease of adoption contrasts with the challenges of disconnection.

We've learned to build hotels to last for decades. But the world they open into and operate in changes by the quarter. New guest expectations. …

In a world of endless data, dashboards, and reports, today’s challenge is no longer finding information, it's knowing what to do with it. As hotels look to strengthen every stage of the Find, Book, and Grow strategy, actionable intelligence will be the key to turning insight into impact. Every day, hotel commercial teams face the same challenge. Revenue managers are reviewing forecasts. Marketers are checking campaign performance. Commercial leaders are tracking market shifts. General managers are looking for opportunities to drive growth. Everyone has data. Yet many teams still start the day asking what the commercial priorities should be. The issue isn’t a lack of data. It’s…

The front desk at Kenilworth was handling a high volume of guest requests that had nothing to do with hospitality. The cost was not just operational, it was cultural. Staff felt like a switchboard, not a team. Joined by Nick Rubin Chief Strategy Officer at BGAM Hospitality and Daniel Ojeme Co-founder, CEO and CTO of Eccobell Limited, in this episode we look at How to recognise pain points in team morale Identifying hospitality vs administrative tasks Utilising tech to support hotel teams Providing better services to guests Belle went live at Kenilworth in August 2025 via QR codes placed in every guest room, stuck to the wall in a prominent position. Guests scan the code with their…

Chef Nobu Matsuhisa is the culinary world’s Madonna — he’s most widely known by his first name only. After emigrating to the U.S. from Japan in the late ’70s, Nobu built a high-end sushi empire that’s unparalleled; it now encompasses more than three dozen restaurants across the globe, from Malibu …

Kollective has completed the initial data collection phase of the Boutique Hotel AI Index , an independent research project examining how leading AI platforms recommend boutique hotels to travellers. As AI-assisted travel planning continues to grow, hotel marketers increasingly need to understand how AI platforms, including ChatGPT, Google AI Mode, Gemini, Google AI Overviews and Microsoft Copilot, decide which hotels to recommend. Despite growing interest in AI visibility, there has been relatively little independent research into how these recommendations are generated or how consistent they are across platforms within a hospitality-specific context. The Boutique Hotel AI Index was…

20 June 2026 : Hudini , a leader in digital transformation solutions for the hospitality industry, has entered into an agreement with Nobu Hotels to deploy its Staff Connect digital check-in solution across the brand’s global portfolio of luxury lifestyle hotels. The collaboration reflects Nobu Hotels’ commitment to elevating the guest arrival experience through a seamless and digitally enabled check-in journey. Staff Connect is designed to empower front desk teams with an efficient check-in workflow while enabling a more personalised and welcoming experience for guests. Hudini’s Staff Connect eliminates up to 90% of the manual check-in tasks and reduces the check-in process to less…

📈 On July 15, industry leaders discussed evolving hotel models at a webinar by HVS, Bird & Bird, and The Leaders’ Journey. Key points included a shift from asset-heavy ownership to flexible models, the increasing role of AI in operations, and the importance of unique guest experiences. Joe Pettigrew noted AI's impact on hotel recommendations. The panel stressed technology's role, but affirmed hospitality's human focus. The event highlighted adaptability and experience as crucial for future success.

🏠 Dream Vacation Orlando, managing over 120 properties in Greater Orlando, identifies a measurement gap in vacation rental earnings. Unlike hotels, where USALI provides clarity, rental management splits costs between management companies and owners, obscuring total returns. With high occupancy but declining revenue in Central Florida, operators lacking unit-level data risk unexplained margin compression. The new Owner-Adjusted Performance Report integrates management and owner data for clarity, enabling data-driven decisions over mere intuition.

📈 A premium coastal upper-upscale hotel improved its QA score to 94.7 in just 10 weeks, starting from one point above failing. Strategic Solution Partners deployed a Task Force General Manager to address issues in housekeeping, room condition, and maintenance. A $40K-$45K investment was approved for improvements. The hotel's brand standing was protected, and guest standards enhanced, emphasizing the significance of swift intervention to avoid substantial financial and reputational damage.

🏨 Jul 17, 2026, Expedia Group and RateHawk redefine connectivity as central to hotel distribution. Expedia surveyed 1,500 hotel decision makers, highlighting the shift from basic to full connectivity and unveiling autonomous distribution. RateHawk's research emphasizes standardized, machine-readable formats. Despite benefits like higher occupancy and reduced manual work, 32% of hoteliers fear losing pricing control. Connectivity is now essential for competition, with Expedia and RateHawk shaping how hotels operate commercially.

📈 In February, the Asian American Hotel Owners Association (AAHOA) appointed Mews as its official property management system (PMS), impacting nearly 20,000 hotel owners in the U.S. Mews President Mike Coscetta emphasized this partnership as a major growth opportunity, highlighting Mews’ ability to aid hotel owners with cost reduction and profitability through integrated solutions. The industry is shifting towards cloud-based systems and AI integration to enhance hotel operations, with Mews positioned to leverage these advancements.

🏨 Julie Kee, Director of Sales and Marketing at the Belize Collection, attributes the company's success to owning diverse real estate that ranges from jungle to reef to private islands. The organization collaborates authentically with local communities, enhancing their appeal.

📑 Mandarin Oriental Hong Kong, many years ago: A handwritten welcome note from the General Manager made a lasting impression, highlighting the power of emotional connection over mere amenities. In 1980, Harvard's Michael Porter introduced differentiation strategy, emphasizing unique experiences. AI can aid in personalizing guest experiences by anticipating needs. Hotels should focus on authentic human interactions and intentionally crafted guest journeys, drawing inspiration from the film industry to evoke memorable emotions and foster guest loyalty.

🏨 University communities, medical districts, and government centers exhibit repeat demand, sustaining hospitality markets with predictable visitation. Returning guests, valued for their emotional connection, prioritize familiarity and trust. Hotels, integral to community infrastructure, foster local relationships, supporting businesses and traditions. Key metrics remain occupancy and RevPAR, but emotional ties and recurring events offer strategic insights for long-term success. Strengthening these connections, rather than solely attracting new visitors, ensures lasting industry value.

🏨 During a Chamber of Commerce meeting, a hotel executive revealed that while hotel rooms didn't see a surge, food and beverage sales did during the World Cup. This highlights a broader trend: hotels are evolving into community hubs, offering spaces for events and social gatherings. With millions visiting host cities without booking rooms, public spaces in hotels capture demand. The shift emphasizes the importance of these areas for revenue and engagement, beyond traditional metrics like occupancy.

🏨 Ace Hotel, CitizenM, and 21c Museum Hotel exemplify using the "Third Place" concept to enhance guest experiences. Ace Hotel hosts public arts events to foster community connections. CitizenM's lobby is a 24-hour vibrant living room, encouraging longer stays with comfortable seating and technology. At 21c Museum Hotel, art and hospitality merge, offering galleries and cultural events. These hotels create inviting spaces, attracting both locals and travelers, integrating themselves into community life.

💻 Labor comprises 32.4% of hotel revenue and 51.7% of operating expenses, per CBRE's 2024 report. AI optimizes operations, reducing hours per occupied room by 7-15% according to a 2025 HotelData.com study. Predictive maintenance can extend equipment lifespans by 40% and reduce breakdowns by 50%. AI tools, like front desk co-pilots and housekeeping orchestration agents, enhance efficiency and guest experience without replacing staff, focusing on proactive rather than reactive service.

🏨 Duetto Revenue Strategy Seminar Vietnam 2026 spotlighted the need for hotel operational agility. Rapid changes in traveler preferences, booking behavior, and distribution channels challenge traditional planning cycles. Southeast Asia sees robust regional travel interest, with domestic tourism playing a key role. Modern technology architecture, integrating real-time data and workflows, enhances response speed and guest experiences. Hotels diversifying distribution and maintaining consistent digital content are better placed to capitalize on shifting demand and ensure long-term growth.

💻 Jamie Lane, Chief Economist at AirDNA, discusses AI's impact on hospitality and travel demand in STR Global Unlocked. AI-driven productivity, job shifts, and income distribution changes could reshape travel trends, affecting who travels, how often, and where they stay. Lane's insights, backed by 10+ years in hospitality economics, highlight the need for short-term rental operators to understand macroeconomic trends. Simon Lehmann of AJL Atelier emphasizes strategic growth in the short-term rental industry.

📈 Vi Phan, Sales Lead at Shiji Vietnam, spoke at the Duetto Revenue Strategy Seminar in Vietnam 2026. Hotels face evolving traveler behaviors and distribution channels. Operational agility is crucial for adapting to these changes. Integrated technology systems enable fast responses with real-time data, which is vital for capturing new demand. The hospitality market across Southeast Asia is shifting, with changing source markets and guest expectations. Hotels investing in adaptable strategies will thrive in this dynamic environment.

🏨 Meyer Jabara Hotels achieves a turnover rate of 24.02% compared to the industry norm of 78-84% by embracing shared leadership and using technology to enhance, not replace, human interaction. The partnership with Beekeeper enhances communication, connects employees, and supports a purpose-driven culture. This approach fosters employee engagement, reduces friction, and strengthens the company's culture, resulting in lower turnover and improved guest experiences.

🏆 In 2026, the FIFA World Cup will bring new hotel guests to the U.S., challenging hospitality operators to convert one-time visitors into repeat customers. Traditional loyalty programs fail due to infrequent hotel stays, unlike frequent restaurant visits. To overcome this, instant perks and personalized offers are needed. AI-driven data can tailor experiences by connecting operational and loyalty data, turning context into actionable decisions, ultimately optimizing guest retention.

💸 Outsourcing hotel revenue management, known as fractional revenue operations, connects properties with elite strategy teams, enhancing revenue without adding fixed salaries. This model actively manages daily pricing, channel distributions, and tech integrations. It covers seven core areas, including dynamic rate distribution and competitor analysis. Unlike pure AI systems, it combines technology with human oversight for contextual decision-making. Key indicators for adopting this model include reactive pricing, administrative overwhelm, and stagnating market share.

🏨 Surveying 100 AI Hospitality Alliance (AIHA) members reveals 78% of hoteliers value AI trend leadership. The survey, involving Technology Vendors, Hoteliers, Consultants, and Academics, emphasizes practical AI guidance and shared standards. AIHA is urged to be a trusted knowledge hub, addressing gaps between AI promises and operational value. Engagement through workshops and research is highly sought after. The AIHA aims to become an authority in AI for the hospitality industry.

An article published by Hospitality ON this week highlighted an unexpected source of inspiration for one of the world’s biggest football clubs. Speaking at Topliner 2026, Richard Heaselgrave, Chief Revenue Officer of Paris Saint-Germain, explained that the club is looking to the hotel industry as the benchmark for transforming stadium hospitality and maximizing the value of every seat. At first glance, it might seem surprising that elite football would look to hotels for inspiration. After all, football attracts millions of passionate fans, sells out stadiums around the world, and generates billions in revenue. Yet, as Heaselgrave explained, sport still has much to learn when it…

📊 AI referral traffic to hotel websites surged over 50%, benefiting independent hotels with unique content. U.S. RevPAR rose 9.6% for June 21-27, with notable increases in Miami and San Francisco due to FIFA World Cup matches. Regent's University London reports 80% of hospitality recruiters overlook graduates for lack of work readiness. Ascott expanded in Vietnam with three property signings, while HARRIS Hotel debuted in Malaysia, and Capella Residences launched in Brisbane.

💳 Leading hotel chain IHG Hotels & Resorts launched co-branded debit cards in the UK with Revolut and Visa. Available in two tiers, these cards offer enhanced loyalty point earning rates. The Essential card has no annual fee, while the Elite card costs £18 monthly, providing Silver Elite and Platinum Elite status, respectively. This initiative targets the demand for instant loyalty rewards and allows members to unlock perks such as room upgrades and reward night discounts.

📚 In November 2026, at the Gold Key Awards in New York, emerging hospitality designers will be celebrated as BD's Ones to Watch, formerly the Boutique 18. Highlighted in the Fall 2026 edition of *Boutique Design*, nominees need 5-10 years of industry experience. Submission deadline: August 3rd, 2026. Class announcement: September 2026. For more information, contact Caitlin St John. Read about last year's class in the Fall 2025 issue.

💻 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.

📱 In Resorts World, Vegas, Alliants employs a digital key system, eliminating front desk stops by enabling online check-ins. Andrew Pirret from Alliants notes 40% of luxury hotel guests book restaurants via on-property teams. He emphasizes seamless guest recognition using PMS, CRM systems, enhancing brand loyalty. The 17-year-old company, built by ex-hoteliers, integrates AI for guest services, facilitating personalized communication and streamlined operations across platforms like WeChat and KakaoTalk.

🏨 On July 1, 2026, Marriott launched day-use rooms at five London hotels: County Hall, Kensington, Maida Vale, Marble Arch, and Regent's Park. These rooms are available for afternoon stays without overnight accommodation. Booking.com and Expedia don't list these rooms, and AI assistants like ChatGPT can't finalize bookings. To reserve, guests use promo code ZDY on Marriott.com, pretending a next-day checkout. This direct booking approach ensures Marriott retains all revenue, bypassing third-party commissions.

😎 Cannes Lions International Festival of Creativity hosted discussions on the travel industry with Brian Sozzi from Yahoo Finance. Key topics included Marriott International's expansion into luxury wellness, the significance of food and beverage in travel, and the beta launch of Ask Bonvoy, an AI-powered search tool. This event took place in Cannes, highlighting emerging summer trends and innovations in travel experiences. #CannesLions2026