Innovation

💾 Google is rolling out Gemini on Chrome for all Mac and Windows desktop users in the U.S. as of Thursday. New features include AI Mode in the address bar, multi-tab work, and integration with Google apps like Calendar and Maps. Gemini aids in tasks like booking appointments and comparing shopping options, and it has the ability to prevent AI-generated scams. Updates will be available in English later this month and expand further in the future. The TechCrunch event occurs October 27-29, 2025, in San Francisco.

💻 Sudima Hotels improved operations with Shiji's platform. Automation saved 1-2 hours daily per property, while errors and duplicate bookings reduced significantly through real-time reservation management. Processing speeds increased by 30-40%, ensuring near-zero downtime. Astral Payments and Stellaris Digital Payby ensured secure, PCI DSS-compliant payment processes. Staff now focus more on guest engagement, with enhanced system stability and performance during peak times. Tokenization and secure payment links have bolstered guest trust and compliance.

📈 Navan, previously TripActions, targets the $185B corporate travel market with an AI-driven platform. By 2024, with 29% growth and a 110% net revenue retention rate, Navan aims for a significant market share. Gross margins improved from 60% in 2023 to 72% in 2025, aided by AI agent Ava handling 50% of interactions. Their IPO is valued around $8B. Navan's innovative approach contrasts with legacy systems, capitalizing on the 65% unmanaged travel market.

📆 Annual Hospitality Conference, Manchester, 29 September 2025: RMS partners with ResDiary to integrate accommodation and restaurant bookings. This integration allows operators to manage both through a single interface, improving efficiency and revenue. Guest details are updated automatically for a personalized experience. The integration supports GDPR compliance and provides operational transparency. Future updates will include advanced booking tools and real-time alerts. RMS serves over 7,000 businesses in 70 countries, while The Access Group aids 100,000 customers globally.

🏨 Kondody Hotels & Resorts in Kerala, India, enhanced operations with STAAH’s real-time channel manager. Prior issues involved booking sync delays across multiple channels. STAAH’s system enabled instant updates for better efficiency and guest satisfaction. Key benefits include centralized inventory management, real-time sync, and error-free operations. Time saved on manual coordination is now spent enhancing guest experiences. This partnership prepares Kondody for seamless future growth in hospitality.

📈 Hotel guest feedback centralized with Suite Talk using n8n, integrates Google and TripAdvisor reviews for efficient reporting. Hourly workflow automates sentiment analysis via OpenAI, flags negative experiences, and creates Zendesk tickets if needed. It standardizes data across platforms, saves information to Postgres, and suits hotel groups and CX teams. Accessible on GitHub, it's configurable for fast triage of guest feedback.

🤖 Last week, Hubspot's AI assistant Fiona impressed a client by providing seamless, human-like CRM assistance. Despite concerns that AI may dehumanize interactions, Fiona offered valuable insights, resulting in a $108 yearly subscription purchase. Slack research shows that AI could reduce the 41% of time desk workers spend on menial tasks. While some perceive AI as a threat, "agentic commerce" is becoming popular, offering speed and reliability in business interactions.

🛫 Amadeus, Sabre Corporation, and Travelport are the "Big Three" global distribution systems navigating major shifts in 2025. Amadeus leads with ~40% market share, a 12.9% revenue increase in 2024, and strong airline partnerships. Sabre faces a ~$256M loss and a 40% stock drop, controlling ~30% market share. Travelport holds a 15-20% share, sustained by a $200M capital infusion. A potential Sabre-Travelport merger could challenge Amadeus's dominance.

✈️ Dennis Schaal at Skift reveals key shifts in online travel. Expedia, with 70,000+ partners, leads B2B, expanding into cars, insurance, and ads. Booking Holdings plans a B2B consolidation in 2026, while Hopper innovates with fintech partnerships. Airbnb targets independent hotels, aiming for a complete trip ecosystem. B2B offers stable margins, while B2C faces volatility. The future OTA must balance B2B reach, independent hotel supply, and tech innovation for success.

🏨 In 2025, a hotel visit highlighted the rise of self check-in, with no receptionist, manager, porter, or concierge present. A fellow guest and I managed check-in without tech issues, taking just five minutes to access our rooms. While efficient, the absence of human interaction felt unusual, akin to entering a friend's home unaccompanied. This system benefits tech-savvy travelers, but could pose challenges for older guests, potentially being seen as a service downgrade.