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Booking.com faces mounting criticism over poor customer service

💸 Consumer trust in Booking.com is declining. By September 24, 2025, issues include misleading reviews, poor customer service, refund delays, and host misconduct. Fraud reports surged with over 530 cases between mid-2023 and late-2024, costing £370,000. Negative reviews are hidden, refunds are delayed, and unprotected deposits are common. Consumers are advised to book directly with hotels or B&Bs and verify reviews across multiple sites.
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Summer RevPar slump signals rocky outlook for hotels

🏨 U.S. hotels experienced a RevPAR decline of 1% in August 2025 following a 1.1% drop in July, with ongoing declines in September. Occupancy fell by 1.3%, counteracting a 0.3% increase in ADR. Major chains like Wyndham and Choice faced RevPAR decreases, while Marriott stayed flat. Las Vegas giants MGM and Caesars saw revenue drops of 4% and 3.7%, respectively. The full-year RevPAR is projected to decrease by 0.1%, with occupancy falling from 63% to 62.5%.
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Google’s agentic AI takes aim at hospitality

💻 Sep 24, 2025 — Google envisions a future in travel with "agentic AI" that acts beyond searches, planning trips, and bookings. This AI will coordinate itineraries and personalize services by analyzing factors like past behaviors and weather. Integrating with systems like CRS and PMS, Google's AI aims to connect with hotel systems for seamless experiences. Hotels with structured data and APIs stand to benefit most from this transformation in hospitality.
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Sabre’s agentic AI takes on travel hassles hotel guests hate most

💻 Sep 24, 2025: Sabre introduces agentic AI solutions to streamline hotel operations and enhance guest experiences. The APIs automate tasks such as late check-in confirmations and flight rebooking updates. Leveraging Sabre IQ and 50+ petabytes of data, the system offers personalized upsells and efficient operations. Integrated into SabreMosaic, hotels can adopt AI-driven workflows seamlessly, boosting revenue and reducing servicing costs while aligning with evolving traveler expectations.
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Travalyst launches sustainability data hub for hotels

📈 Sep 24, 2025: Travalyst, led by Prince Harry, unveils a sustainability data hub for hotels and short-term rentals. This initiative allows properties to share verified environmental data, like renewable energy use and carbon footprints, making it easier for travelers to compare accommodations. Travalyst partners, including Booking.com, Expedia, and Google, have initial access. Hotels of all sizes are encouraged to participate, aligning with Google's efforts to promote sustainability in the hospitality industry. Wider rollout is planned for next year.
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The Waldorf’s $6 billion makeover

💸 Sep 23, 2025, New York City: The Waldorf Astoria reopens after an eight-year, $6 billion transformation into 375 hotel rooms and 372 condos. Wu Xiaohui's $1.95 billion purchase in 2014 led to ambitious renovation plans thwarted by regulations and high costs. Wu's 2017 arrest for financial crimes resulted in Chinese state control. Now Hilton's luxury flagship, nightly rates start at $1,500, yet financial returns remain uncertain.
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Amex GBT faces tough integration after CWT merger

📈 Sep 23, 2025, Amex GBT completed its CWT acquisition, projecting a 30% revenue boost by late 2025. Integration challenges include merging systems and retaining customers. The fate of the CWT brand is undecided, while leadership decisions are pending. The $1.5 trillion corporate travel market may see more mergers. Over 50% of Amex GBT's revenues come from SMEs. AI pilots aim to enhance experiences amid stable but challenging economic conditions.
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Booking Holdings on AI, Airbnb, and the future of travel

📈 Sep 23, 2025, Skift Global Forum: Booking Holdings CEO Glenn Fogel discussed travel and tech industry's future, emphasizing AI's potential benefits and challenges. He highlighted AI's measurable returns, though high costs and uncertain paybacks remain concerns. Fogel stressed balancing innovation for both travelers and suppliers and criticized inefficient marketing spending. The "connected trip" vision was mentioned for better targeting customers and increasing business opportunities. More details available at Skift (subscription required).
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US hotel outlook dims as growth lags and costs rise

📈 Sep 23, 2025 - The CBRE report indicates economic challenges for hotels amidst soft GDP growth and persistent inflation. Despite steady consumer spending and business sentiment, hotel occupancy and RevPAR are pressured by short-term rental competition. STR demand grew 3.6% in July, while hotel demand decreased by 0.3%. Inbound international travel fell 3.1%, impacting U.S. hotel demand. Operating costs outpaced revenue growth, reducing profit margins by 2.7% in June. TSA and Google trends suggest possible fall travel demand improvement.
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Spain’s hospitality sector ends summer with lower revenues

🏖️ Sep 23, 2025, Spain faces a tourism downturn with falling visitor numbers, especially from the UK, affecting cities like Barcelona and Benidorm. Declining tourist spending exacerbates economic strain, with protests and negative headlines deterring visitors. Both coastal and urban areas report revenue and job losses. Tourism, crucial to Spain’s GDP, is at risk, with tour guide sales down 20%, raising concerns about Spain's ability to maintain its tourism status.
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