Innovation

📅 Mews, a leader in the 2025 IDC MarketScape for PMS, released updates in summer 2025 to enhance guest experiences in hotels. Key features include self-guided ID and photo uploading, wallet-based room keys with ASSA ABLOY Vostio NFC locks, and personalized guest connections. Additional enhancements involve dynamic email conditions, billing automation, and automatic payment routing. These innovations aim to reduce friction, streamline tasks, and improve services without manual intervention. The release is currently live.

💻 Leslie Bruce, CEO of Banff & Lake Louise Tourism, stresses AI as a change management tool. In 2011, IMEX America in Las Vegas showcased event tech like Social Tables, illustrating AI's potential. Banff & Lake Louise Tourism's task force identified 21 AI initiatives, enhancing strategy and workflow. Bruce emphasizes educating partners on AI, aiming for a cross-functional approach. With board support, they aim to steer AI's role in tourism, considering it integral to future business strategy.

☕ At the Innovation Festival, Brian Niccol, CEO of Starbucks, emphasized simplicity in customer interactions, discussing how Starbucks aims to enhance personal touches, like the condiment bar and personal handovers. This approach highlights the importance of emotional connection in both hospitality and AI sectors. Niccol’s insights stress that simplicity fosters trust, a vital lesson for leaders to create memorable experiences in cafes, hotels, and digital platforms. #InnovationFestival #Starbucks #CustomerExperience

💻 Glenn Fogel acknowledged at Skift that Booking.com faces disruption from Agentic AI. Partnered with OpenAI, Google, and Microsoft, Booking.com aims to leverage its data and scale. However, new tech bypasses OTAs, directly accessing inventory and pricing. This change could eliminate paid search, display ads, and 15% commission fees, empowering hotels to compete on product, experience, and value. To capitalize, hotels need machine-readable content and seamless booking flows. Otherwise, OTAs might continue to dominate.

🛫 Travelers' expectations in 2025 reflect a shift towards personalization and seamless experiences, influenced by AI and biometrics. ???? Amadeus' "Connected Journeys" report highlights that the U.S. travel market grew just 1% domestically. ???? A survey of 9,500 adults across seven countries revealed that 34% of U.S. travelers use social media for trip ideas, while 36% of respondents globally found new destinations via AI. ???? Baby Boomers lead AI use for travel, increasing 60% in one year.

📰 Starbucks has implemented an AI inventory system, reducing counting time from one hour to 10-15 minutes. Amadeus study shows travelers prefer self-service for work but human interaction for leisure. TikTok prioritizes OTAs over direct social bookings. AI reduces marketing costs by 19%. Failures in AI projects often stem from legacy processes. Despite AI's potential, OTAs resist integration due to revenue concerns. A hybrid model with human travel assistants may emerge to enhance service and efficiency.

💻 Stephen Burke, founder & CEO of RobosizeME, emphasizes the importance of automation in the hospitality industry. Hotels face challenges like staffing shortages and high guest expectations. Automation, through tools like RPA and APIs, can streamline operations such as reservation management and payment reconciliation, enhancing efficiency and guest satisfaction. The guide discusses basic to advanced automation concepts, encouraging hotel leaders to integrate these technologies strategically for improved operations and customer experiences.

🚀 Booking Holdings CEO Glenn Fogel addressed the Skift Global Forum on September 23, 2025, in New York City, highlighting the current technological revolution in travel. He compared today's rise of generative AI to the internet boom 25 years ago. Fogel described this period as a "Cambrian explosion" of innovation, referencing the integration of AI tools like ChatGPT and Gemini. He expressed excitement and concern about the rapid changes in travel technology.

📈 Hotel leaders face internal friction due to data chaos, causing flawed decision-making. Disconnected systems like PMS, M&E, RMS, and POS create data silos. A true Hotel BI platform resolves these issues through automated, multi-source data integration, interactive dashboards, and forward-looking analysis. It empowers leadership, commercial teams, and operations with comprehensive insights for proactive strategy and improved guest satisfaction. Adopting a unified BI platform fosters organizational alignment, turning data into a critical asset for sustainable profitability.

💻 RateGain, a leading AI-powered SaaS provider for travel and hospitality, expanded its partnership with Oracle on 18th September 2025 in Noida. RateGain’s UNO Channel Manager now integrates with Oracle Hospitality OPERA Cloud Distribution, enabling 400+ global demand connections. This integration helps hotels maintain rate parity, reduce errors, and expand market reach. RateGain, founded in 2004, serves 3,200+ customers in over 100 countries, including major hotel chains, airlines, and OTAs.