🚀 No-Staff La Quinta Hotel Goes Viral

Miscommunication between staff is costing hotels more than you think—from food waste and service delays to safety risks and staff turnover. In Relay’s new report, The Hidden Cost of Language Barriers, they break down what’s really happening behind the scenes—and what smart operators are doing about it.

Inside the Report:

Download the report to see how top-performing hotel teams are closing communication gaps and protecting their margins—without slowing down operations.

Expedia Group reported a solid Q2 2025, with gross bookings up 5% to $30.4 billion and revenue increasing 6% to $3.8 billion year-over-year. The company raised its full-year gross bookings forecast to 3–5% growth, citing a rebound in U.S. travel demand since July. CEO Ariane Gorin noted a significant uptick in travel demand, especially in the U.S., since July. In addition, Expedia’s B2B gross bookings were up 17%, and this segment now accounts for approximately 32% of Expedia's total revenue, up from 28% in the previous year.

🎯 Why it matters: Expedia's performance underscores the resilience of the travel industry amid macroeconomic challenges. The company's focus on operational efficiency, including streamlining its organizational structure and deploying generative AI technology, contributed to a 190 basis-point margin growth in Q2, surpassing previous guidance. This demonstrates the importance of leveraging technology to enhance customer experience and drive revenue.

🔑 Key takeaway: For hotel operators and travel partners, Expedia's results highlight the value of strategic focus and technological investment in navigating a dynamic market. Embracing AI-driven solutions and operational discipline can lead to improved margins and sustained growth. Given a similar read of Booking Holdings’ earnings last week, it’s clear that OTAs are thriving in this new AI-focused landscape. Read More →

Hotel companies are increasingly adopting Buy Now, Pay Later (BNPL) programs such as Affirm and Klarna, giving travelers the ability to split payments for stays over time. Nearly 20% of summer travelers were estimated to use BNPL this year, signaling strong consumer demand. Brands including Sandals and Beaches, Choice, and Wyndham have integrated these solutions to attract a broader, more flexible customer base, while OTAs like Expedia and Booking.com have offered BNPL for several years.

🎯 Why it matters: Offering BNPL can increase bookings by making higher-value stays more accessible, particularly for younger and budget-conscious travelers. It also provides hotels with a competitive edge as flexible payment options become a key driver in guest decision-making, shifting how revenue is captured and demand is generated.

🔑 Key takeaway: For hotel operators, integrating BNPL is more than a convenience—it's a strategic lever for growth. By meeting guests’ evolving financial preferences, hotels can broaden their market, enhance loyalty, and capture incremental revenue without discounting rates. Read More →

Airbnb is intensifying its efforts to incorporate hotels into its platform, aiming to capture guests from traditional hotel chains. The company is focusing on markets where short-term rentals are nearing full capacity, offering hotels the opportunity to reach Airbnb's global audience. This strategy includes providing hotels with tools to manage bookings and guest interactions through Airbnb's platform, enhancing their visibility and accessibility to travelers. By integrating hotels, Airbnb seeks to diversify its offerings and compete more directly with established hotel brands.

🎯 Why it matters: Airbnb's move to aggressively add hotels reflects a strategic shift to broaden its inventory and appeal to a wider range of travelers. This expansion allows Airbnb to offer a more comprehensive travel experience, combining the unique accommodations of short-term rentals with the consistency and amenities of hotels. For hotel operators, this presents an opportunity to tap into Airbnb's vast user base, potentially increasing bookings and brand exposure.

🔑 Key takeaway: Although it might be a big mindset shift, hotel operators should consider the benefits of partnering with Airbnb to reach a broader audience, especially in key markets. By listing on Airbnb, hotels can enhance their visibility, attract new guests, and adapt to the evolving landscape of the travel industry. Plus, Airbnb may have lower commission than your other OTA channels. Read More →

⭐️ Relay: The cloud communications platform with real-time translation for frontline teams.

✅ Hireology: Find and hire reliable staff faster to fill key hotel roles.

✅ Tripleseat: Manage group bookings, tracks leads, and simplify event communications.

✅ MeetingPackage: Simplify MICE bookings and boost event revenue.

✅ Canary Technologies: Powerful but simple AI powered digital guest journey platform.

✅ EntryReady: Guests unlock rooms with phones—no cards, lines, or front desk delays.

🏨 La Quinta franchisee goes viral for running a Florida hotel with no employees.

💳 Hotel loyalty program value is slipping as members face point devaluation.

📉 Analysts warn U.S. hotel performance may dip further before rebounding.

🧘 How business travelers are adopting new wellness trends like biohacking and cryotherapy.

📊 Tripadvisor’s Q2 results show record revenue despite softness in hotel metasearch.

💎 Hyatt’s luxury portfolio delivered strong Q2 gains, though softness in Asia and brand challenges loom.

🏗️ RevPAR growth is stalling amid brand proliferation, pushing operators to differentiate through design, loyalty, and tech.

🇺🇸 OYO plans to expand in the U.S. with 300 new properties by 2025, targeting budget-conscious travelers.

♻️ Accor is cutting food waste across India hotels with AI-powered solutions, aiming to halve emissions by 2030.

🏘️ Extended-stay hotels are stealing market share as travelers seek home-like amenities and lower nightly rates.

🌞 One Hilton property proves that 100% renewable energy can pay off, cutting costs and boosting its green appeal.

🤖 Airbnb’s CEO says AI agents won’t replace search engines, but could transform travel discovery.

🔍 Google will now let you prioritize search sources, giving travelers more control over trip research.

💳 Booking.com is launching a credit card, offering cash back on stays and partner perks.

🛠️ Airbnb is rebuilding its tech stack to power add-on services like tours, experiences, and in-stay upgrades.

💼 70% of affluent travelers say modern luxury hotels have lost their soul, blaming cookie-cutter design and brand standardization.

📋 An AI audit could soon streamline expense reports for hotel stays and business trips.

📊 BWH Hotels GB reported a 7% revenue boost in H1 2025, driven by strong domestic leisure demand.

🍽️ A new Beijing hotspot blends AI humanoid robots with theatrical dining for an immersive guest experience.

🎟️ Booking.com’s CEO suggests lottery-style bookings could help fight overtourism by randomizing access to popular destinations.

What do you get when a 14-property hotel brand rips out its entire legacy tech stack—and lives to tell the tale? In this episode, Josh Edwards, Operating Systems Manager at Penta Hotels, takes us behind the scenes of one of the most ambitious tech overhauls in the European hotel market.

Takeaways:
• Hear how Penta Hotels saved 175,000+ staff hours annually by replacing outdated systems with a next-gen stack—without sacrificing service.
• Learn how to successfully manage change at scale, from piloting PMS platforms to gaining buy-in from skeptical hotel teams.
• Discover why 25% of guests now purchase upsells, and how thoughtful use of automation and kiosks can unlock new revenue without alienating staff or guests.

Penta Hotels isn’t just any brand—it’s a forward-thinking company that dared to question every operational assumption. From payments to POS, CRM to guest messaging, Josh shares the blueprint for future-proofing your tech without losing your brand’s soul. One surprising insight? Automating card payments alone accounted for the majority of the 175K hours saved.

👉🏼 Check out the interview on Apple Podcasts or Spotify.

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