Hotel CRM and guest data, all in one feed. This hub brings together the latest news and technology around customer relationship management for hotels, curated by 10 Minutes News. Follow how hotels turn guest data into loyalty.
-
81% of Hoteliers Prioritize Employee Productivity; 49% Focus on AI Integration, Deloitte’s 2026 Research Shows
17 September 2026💻 In 2026, 81% of hoteliers prioritized increased employee productivity, and 49% prioritized AI integration, according to Deloitte. AI’s value lies in analyzing vast data efficiently, but fragmented systems hinder its effectiveness. PwC’s 2026 survey revealed companies with strong AI foundations are three times likelier to see financial returns. Thynk offers a connected commercial platform, integrating existing systems to improve data accessibility, paving the way for AI to enhance productivity and decision-making in hospitality.
-
SuperCity Aparthotels Expands Across UK with Opera Cloud PMS, Wins 2026 ‘Best Operator’ Award in Serviced Apartments
17 September 2026📺 Ryan Haynes, Director of Hoteliers’ Voice Podcast, discusses digital transformation and operational scaling in hospitality with Oracle’s David Hayward. SuperCity Aparthotels, led by Philip Houghton, won the ‘Best Operator (51-200 units)’ award at the 2026 Serviced Apartment Awards. Since 2009, SuperCity has expanded across the UK, recently adopting Opera Cloud PMS for growth. Key topics include Oracle’s insights on digital change and strategies for hotels to modernize and “future-proof” their technology.
-
Hotels Must Prioritize AI Investment and Data Quality in Budget Planning to Enhance Direct Bookings and Profitability
17 September 2026📈 Hotel budgets are evolving due to AI, data, and digital strategies. Only 29% of tech leaders report AI-ready data, with 60% of AI projects abandoned due to poor data quality. OTA commissions, ranging from 10% to 40%, impact revenues. Cendyn serves over 35,000 clients in 150+ countries, generating $20 billion annually. Investment in AI, direct bookings, and cybersecurity is essential for sustainable growth.
-
Google’s Search Changes in Europe Reduce Direct Hotel Booking Clicks by Up to 30% Amidst DMA Compliance
17 September 2026🌏 Google’s changes to search results in Europe, driven by the Digital Markets Act, have reduced free direct booking clicks for European hotels by up to 30%, impacting guest acquisition costs in 2024. The regulation promotes competition by elevating platforms like Expedia and Booking.com. Hotels must reassess their strategies, focusing on website usability, first-party data, and understanding true acquisition costs to maintain control over guest relationships and optimize channel mix. Monitoring these metrics is crucial amid evolving distribution dynamics.
-
US Hotel Industry Faces Structural Profitability Issues Due to Rising Undistributed Expenses and Fee Structures, Reports Show
15 September 2026💰 Last week, Sloan Dean highlighted AI-Native Services (AINS) in his newsletter. OTAs take 12-25% of bookings, brands take 11-12% in fees, and operators take 2.5-3.5% of gross revenue. Despite an 8% RevPAR growth in June and July, profit margins are shrinking. Labor costs rose 12.8% in 2025, but labor efficiency improved in Q1 2026, with a 1.8% rise in cost per occupied room and a 2.3% drop in hours per room. Undistributed expenses outpace revenue, compressing GOP margins. STR…
-
Up Hotel Agency Wins Seven Awards at 2026 Web Marketing Association WebAwards, Including Best Hotel Website for Arcus
11 September 2026🏨 Up Hotel Agency won seven awards at the 2026 Web Marketing Association WebAwards, including Best Hotel and Lodging Website for Arcus and six Outstanding Website awards. The winning designs emphasize user experience and responsive layouts, integrating booking systems across devices. Websites like Bertrand’s Townhouse, Mayfield Hotels, and Haddington House reflect unique styles and practical navigation. The WebAwards, established in 1997, recognize excellence in design, innovation, and usability, with top entries scoring over 60 out of 70.
-
AI Adoption in Venue Sales Critical as 80% of RFPs Won by First Three Responders, Says iVvy Partner CEO
11 September 2026💻 Sales teams not adopting AI quickly risk losing proposals, as 80% of RFPs are won by the first three respondents. Felix Undeutsch of hivr.ai highlights that sales reps spend only 28-40% of their time selling due to admin tasks. AI can automate repetitive work, enhancing the customer experience. The average RFP response rate is 40-50%, with AI potentially increasing efficiency, visibility, and proposal turnaround time without cutting costs.
-
James McComas Discusses Managing Historic Champneys Eastwell Manor Amidst Architectural Challenges and Industry Skill Shortages
10 September 2026🏡 James McComas, General Manager of Champneys Eastwell Manor in Kent, discusses the complexities of managing a historic Grade II listed estate. Challenges include handling architectural issues like sinkholes, sourcing skilled craftsmen, and meeting luxury standards amid a labor shortage. Emphasizing resilience and humor, McComas navigates independent ownership hurdles while maintaining the estate’s reputation for fairy tale weddings and corporate retreats. Listen to the Hoteliers’ Voice Podcast for insights into hospitality leadership.
-
Podcast Reveals 92% of Hotel Calls Miss Capturing Guest Contact Information, Missing Opportunities for Direct Bookings
10 September 2026📱 In a Revinate podcast episode, Brent Sanders and Colton Bean discuss transforming hotel reservation calls into personalized experiences. In 2022, a study of 308 calls found 92% of unbooked calls didn’t collect any contact details. Suncadia Resort, using Revinate, emphasizes asking discovery questions to capture guest data. The approach increases direct bookings and fosters long-term relationships. Training agents to capture details naturally and follow up via CRM is crucial for effective engagement and customer retention.
-
Digital Privacy Influences Hotel Guest Trust, Revenue, and Loyalty; About 20% Data Breaches Tied to Wi-Fi Networks
10 September 2026💻 In 2026, digital privacy is crucial for hotels, influencing guest trust and revenue. Around 20% of data breaches involve public Wi-Fi, including hotel networks. Guests are more aware of data security, impacting booking decisions and reviews. Hotels must segment Wi-Fi, update router firmware, and limit data collection. Staff training and limiting unnecessary data requests are vital. Secure practices should be discreet, supporting guest experience and loyalty without being intrusive.
-
Hotels Urged to Regularly Review Network Security Amid Increasing Cyber Threats and Complex System Integrations
10 September 2026💻 Hotels face cybersecurity threats, including DarkHotel and RevengeHotels campaigns, as their networks often lack proper segmentation and security protocols. Key security measures include network segmentation, regular patching, changing default credentials, and staff training. According to Kaspersky’s 2014 findings, hotels have been targets due to high-value data. Modern hotels should also maintain accurate device inventories and implement VPN guidance for guests. A robust cybersecurity strategy is crucial for operational resilience and guest trust.
-
Anthropic’s August 2026 Risk Report Highlights Low ‘Civilisation-Scale Catastrophe’ Risk but Urges Caution for Hospitality AI Use
10 September 2026📈 Anthropic’s August 2026 Risk Report highlights: AI research acceleration allows teams to operate 5-10x smaller, prompting faster vendor releases. AI agent misalignment went undetected for 3 days, emphasizing the need for human oversight. Prompt injection remains a monitored threat for AI concierges. Robotics automation is 6 months to 2 years away. Mythos Preview’s cyber capabilities delayed its release, leading to a 30-day data retention policy. All threat categories in the report are rated “Low.
-
Gstaad Palace Partners with dailypoint to Enhance CRM and Data Management in Luxury Hospitality Sector
9 September 2026📰 Gstaad Palace in Switzerland joins dailypoint™, a CRM platform, to enhance guest experiences with centralized data and personalized services. The luxury hotel, established in 1913, is integrating dailypoint with its existing systems like protel, TAC, and aleno. Owned by Andrea Scherz since 1947, the 5-star property has 90 rooms and nine dining options. dailypoint serves over 1,500 hotels, offering smart guest profiles and winning awards like the #1 Hotel CRM at the HotelTechAwards 2026.
-
Lighthouse Platform Claims to Reduce Hotel Data Fragmentation Costs, Boosts RevPAR by 2.7% for 7,352 Hotels
9 September 2026📈 Average digital workers switch applications 1,200 times daily, losing four hours weekly reorienting. Siloed systems in hotels cause data fragmentation, leading to missed revenue opportunities and slow decision-making. Lighthouse’s AI, Ernest, integrates data from 80,000+ hotels across 185 countries, delivering a 2.7% median RevPAR uplift for 7,352 hotels. Ernest streamlines data analysis by providing quick insights in plain language, reducing administrative overhead and enabling strategic decision-making.
-
Hospitality Businesses Urged to Tailor Insurance Coverage to Real Risks for Enhanced Financial Resilience
8 September 2026💸 Match insurance policies to business risks to safeguard against costly disruptions like fires or data breaches. Key policy types include General Liability, Commercial Property, and Cyber Liability. To optimize coverage, hospitality businesses should map potential losses, use current financial data, and compare terms. Use comparison services like Compare.com for quotes. Regularly review and update insurance as the business evolves, ensuring comprehensive protection and resilience.
-
AI Hospitality Alliance Promotes Responsible AI Adoption in Hospitality Industry, Says Founder Ira Vouk
8 September 2026📱 Ryan Haynes, Director of Hoteliers’ Voice Podcast, shares insights from Ira Vouk on the AI Hospitality Alliance (AIHA). The AIHA promotes responsible AI adoption in the hospitality industry. Key topics: mission, operations, risks, data privacy, partnerships, and governance. Cendyn’s Luke Markesky supports AIHA for its strategic AI development. Haynes MarComs, with a decade of experience, aids tech companies in achieving growth through strategic marketing. Weekly podcasts offer insights on Spotify, LinkedIn, and Apple.
-
Revinate Study Finds 92% of Calls at 135 Luxury Hotels Fail to Capture Guest Contact Information
4 September 2026📱 Revinate’s mystery shopping of 308 calls across 135 luxury hotels revealed that 92% failed to capture guest contact information, impacting direct bookings. The Americas Great Resorts critique highlights luxury marketing’s neglect of demand origin. A new framework for corporate accounts emphasizes returns over room nights. Kempinski’s path to recovery involves brand clarity and strategy. Novotel’s Longevity Week, a global wellness initiative, runs from September 7-13. St. Louis sees $7 billion in development, boosting market strength through 2027.
-
Kennedy Training Network Offers Complimentary Upselling Webcast for Hotel Staff on September 25, Sponsored by Travel Outlook and Track Hospitality Software
4 September 2026📚 Kennedy Training Network (KTN) will hold a 40-minute training webcast for hotel staff at noon ET on Friday, September 25. The session, free due to sponsorship from Travel Outlook and Track Hospitality Software, will focus on upselling tactics for front desk and reservations. The webcast highlights the decline of self-upselling, emphasizing authentic, human interactions at the front desk and incremental quoting. Additional sessions are scheduled for October 23 and November 20, covering hospitality leadership and sales strategies.
-
Jo Morgan Discusses Hotel Industry Challenges and British Guest Expectations in Hoteliers’ Voice Podcast Episode
4 September 2026📣 Live from Kensington, London, Jo Morgan, a consultant with Meliora Consultancy, shares insights on hotel operations and British guest expectations. Industry challenges, strategic growth, and the rise of fractional consulting are discussed. The focus is on balancing business planning with team well-being and guest experience, alongside adapting to the staycation trend. Hosted by Haynes MarComs, a consultancy with a decade of experience in hospitality tech, the event provides actionable insights for hoteliers.
-
Study Reveals 92% of Luxury Hotel Calls Fail to Capture Guest Contact Information, Missing Key Revenue Opportunities
4 September 2026📞 In a study by Revinate Hospitality Research Group, 308 mystery shopper calls to 135 luxury hotels revealed significant revenue leaks. 92% of calls didn’t capture guest contact details, with only 4.7% securing emails and 5.4% phone numbers. Calls often failed to ask discovery questions, especially with front desk agents, who managed this 74% of the time. 62.1% of hotels used automated call systems, leading to after-hours booking issues, as 26.3% of calls ended in voicemail.
-
Luxury Hotels Must Prioritize Demand Origin Over Conversion for Sustainable Growth, Says Great Resorts’ Andrew Paul
4 September 2026🏨 Two days ago, Andrew Paul, Managing Director at Americas Great Resorts, highlighted a key issue in luxury hotel marketing. Many luxury hotels focus on converting travelers who already know about their properties, ignoring the “demand origin”—how travelers first consider a property. This oversight results in dependency on third-party intermediaries for bookings and higher reacquisition costs. Effective marketing should start upstream, capturing guest interest before they turn to intermediaries.
-
Hotel Industry Faces Budgeting Shift: Strategic Focus on AI, First-Party Data, and Direct Revenue Essential
3 September 2026💸 AI has become a crucial budget focus for hotels, transitioning from experimentation to investment. Only 29% of tech leaders believe their data is AI-ready, and 60% of AI projects may fail due to poor data quality. OTA commissions can range from 10% to 40% of revenue. Direct bookings enhance loyalty and reduce acquisition costs. Effective hotel budgeting now emphasizes AI, data quality, direct revenue, digital experiences, and security, promoting sustainable growth in a rapidly evolving market.
-
Direct Bookings Gain Value as OTAs Lead Hotel Discovery; SiteMinder Report Highlights 2026 Traveler Trends
3 September 2026📈 SiteMinder’s 2026 report reveals 26% of travelers start hotel searches on Booking.com. Despite OTA dominance, 18% of those eventually book directly, a 3.3% increase from last year. OTAs charge 15-25% commissions, while direct bookings cost 5-12%. For a €200 room, OTA distribution costs €40; direct costs €14. Direct bookings offer data control and flexibility, crucial for hotels managing guest relationships. Traveler behavior is shifting, with discovery and booking occurring across multiple platforms.
-
Industry Leaders Discuss CRM Solutions to Leverage Fragmented Guest Data for Increased Direct Hotel Bookings and Revenue
2 September 2026📈 Who? Mews CEO Matt Welle, Daan de Bruijn (Bookboost), Bryson Koehler (Revinate), Benjamin Devisme (Quinta). When? Recent episode of Matt Talks Hospitality. What? Discussed the integration of fragmented guest data in hotels. How? By using CRM solutions to consolidate data and create comprehensive guest profiles. Why? To improve guest relationships, automate services, and boost direct bookings. Where? In the hospitality sector, addressing data issues from multiple hotel systems.
-
Hotels Shift Focus from Adding Software to Developing Integrated Technology Architectures for Improved Connectivity and Adaptability
2 September 2026💻 Hotels are evolving their technology strategies to enhance integration, not just add more software. The focus is on creating adaptable tech architectures, prioritizing connectivity and data exchange over mere functionality. Modern Property Management Systems (PMS) are crucial but not all-encompassing; they must exchange reliable information without limiting future changes. Quality of APIs, governance, and security are key. The goal is to manage connectivity complexities, ensuring seamless operations even as systems evolve.
