What’s Happening
Everyone’s talking about automating hospitality.
That’s cute, but when was the last time an algorithm remembered a guest’s dog’s name or poured the coffee just right?
Here’s the truth: personalization isn’t “extra.” It’s margin. Every time you rely on a generic OTA listing, you hand over 15–30 percent of your revenue and risk higher cancellations—around 50 percent OTA vs 18 percent direct. Staying generic is expensive.
AI can’t shake a hand, but it can help you notice what matters before guests ever tell you.
According to HotelTechReport, 76 percent of hotels expect to implement AI by 2025. A joint Oracle + Skift report found more than half already use it for marketing personalization. The generative-AI market in hospitality is growing from $24 billion in 2024 to $34 billion in 2025, a 42 percent leap, according to The Business Research Company.
And 58 percent of guests say AI-powered platforms already anticipate their needs, per Hotel Management.
Technology isn’t stealing t…
