Innovation

💻 Boutique hotels face challenges with OTA commissions, rising guest expectations, and limited staff. A well-integrated tech stack is essential. Key systems include: Property Management System (PMS) for operations; a Channel Manager for OTA management; a Revenue Management System (RMS) for pricing; and a Customer Relationship Management (CRM) for guest loyalty. Integration ensures seamless operations and enhances guest experiences. RevOptimum offers strategic consulting to boost ROI and profitability for boutique hotels.

💻 2025, Washington, DC – The Destination AI Forum gathered industry leaders like Laura Calin (Oracle), Greg Land (AWS), and Jeff Thoman (Salesforce) to explore AI's role in hospitality. Unlike last year's cautious optimism, this year’s event was marked by enthusiasm and concrete experiences shared by attendees. The forum, now in its second year, has fostered a community embracing GenAI, potentially revolutionizing hospitality technology as IBM PCs are replaced by modern solutions like ChatGPT and Claude.

🏨 Small accommodation businesses globally are spending more time managing operations than attracting guests, with 49% prioritizing property management over bookings, according to SiteMinder’s research. In Dallas, Texas, 53% of small hoteliers prefer to focus on guest acquisition but are hindered by a lack of knowledge (40%) and static pricing (29%). SiteMinder launched an upgraded Little Hotelier platform, offering advanced tools to help hoteliers work smarter, maintaining guest experiences while boosting bookings.

💻 Mews has acquired Flexkeeping, their 13th acquisition, to enhance hotel operations. Founded in 2012, Flexkeeping specializes in housekeeping and staff collaboration technology, offering solutions for properties worldwide. The integration promises 40% higher productivity and 45% fewer guest complaints. The partnership aims to streamline housekeeping within the PMS, improving efficiencies and guest experiences. Mews Marketplace will still offer 1,000+ integrations, giving hoteliers the freedom to choose suitable technologies.

📈 Amanda Frank, VP of Commercial Strategy at Pallet Hotels, discusses her accidental entry into hospitality and her role in digital transformation. She emphasizes thoughtful technology adoption, highlighting progress over perfection to avoid chaos. Pallet Hotels is expanding in the Northeast, focusing on regional directors managing 10-12 hotels. Excitingly, they're implementing Thynk for an improved sales CRM. Amanda stresses balancing people with innovation, advocating for holistic commercial strategies and building strong brand partnerships.

📈 Google Hotel Search limits organic results to 8%, pushing hotels to strategize amid paid listings. Hubspot and Shopify show AI's service potential, with AI handling 50% of bookings at Navan. ChatGPT now facilitates direct purchases from Etsy and Shopify, bypassing Amazon and Walmart. Overtourism myths highlight crowd management challenges in Bruges. Loyalty in hospitality hinges on recognition, not just rewards, underlining the need for integrated systems and training.

🤖 IHG has implemented robots at numerous hotels in China for tasks like room service and cleaning. However, IHG is hesitant to introduce them in the U.S. due to concerns about potential damage from American guests, as noted by Cynthia Czabala. Similarly, Josh Dow from Wyndham, after visiting China last winter, shares this view. These insights were gathered at the Destination & AI conference, expertly managed by Nazpari Aydin.

✈️ SaaS platform SITA ATC Bridge revolutionizes air traffic control by replacing costly legacy systems with a cloud-based solution. Supporting Civil Aviation Authorities and Air Navigation Service Providers, it offers secure, scalable communication across the ICAO AMHS. By eliminating hardware costs and enabling remote access, it reduces costs and complexity. Users benefit from a subscription model and enhanced real-time collaboration, making it ideal for emerging markets and global operations. A patent for this innovation is pending.

🗺️ ATPI Group launches the Booking Africa Online platform, enhancing travel management in Africa by integrating flights, hotels, charters, and transportation. It features multi-level approval processes, flexible payments, and compliance with local financial legislation. Pam Kitching, Managing Director, emphasizes the tool's ability to simplify complex travel. Since 2006, ATPI Africa has grown to operate in 28 countries, expanding beyond marine and energy sectors to include corporate, mining, and sports travel.

💻 My Booking Rewards is launching new IT developments globally, including in the UK and Ireland, to enhance automation. They are introducing a scheduling tool for direct messaging and email, alongside an ROI tracker for monitoring event participation and booking values. These tools streamline supplier communication and boost agent productivity. The ROI tracker, launching next month, uses QR codes for easy agent sign-ups and monitors key performance indicators to adapt strategies based on live data.