🥊 Hilton vs. Marriott on AI

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Hotel owners are rapidly prioritizing technology as a core business strategy—not just a nice-to-have. Over 90% are already using AI (mostly for operations and guest services), and a majority are investing in tools like self-service kiosks, mobile tipping, and guest messaging platforms. Tech is now a key brand differentiator, and falling behind means losing ground with tomorrow’s traveler.

🎯 Why it matters: Hotel owners aren’t just dipping their toes into tech—they’re diving in. Over 90% are already using AI to streamline operations and personalize guest interactions, while 61% are investing in digital room keys, streaming, and self-service kiosks to meet rising guest expectations. With nearly one-third adopting mobile tipping and messaging platforms—and 1 in 5 owners using tech as their main competitive edge—the future of hospitality is being shaped by those who lead with innovation.

🔑 Key takeaway: Hotel owners should treat technology as a strategic differentiator, not just an operational upgrade. Prioritize investments in AI-driven tools, self-service kiosks, and digital guest engagement platforms to boost efficiency and meet modern guest expectations. Partnering with tech-forward vendors—or even aligning with a brand that offers robust tech infrastructure—can help level the playing field with larger competitors. Read More →

Two of the world’s biggest hotel brands just unveiled major AI plays — but their approaches couldn’t be more different. Hilton revealed a guest-experience-led AI strategy focused on seamless service and personalization, while Marriott launched a front desk automation tool aimed at operational efficiency and freeing up staff time Hilton’s approach favors slow-burn enhancements like upgraded digital concierge tools and contextualized guest interactions. Marriott, meanwhile, has spent years perfecting AI for attribute-based bookings and check-in automation. Both are betting on AI to improve service, but Hilton leans into enabling staff and delighting guests, while Marriott focuses on infrastructure and speed.

🎯 Why it matters: Hotel AI is moving past pilots into scaled implementation — but there's no one-size-fits-all strategy. Hilton and Marriott showcase the two major paths: use AI to empower employees and elevate service, or deploy it to streamline workflows and enable new commerce models. While these aren’t mutually exclusive it’s important to have focus and prioritize accordingly.

🔑 Key takeaway: The best AI strategies balance efficiency with personality. Operators should look to Marriott for lessons on system readiness and scale, and to Hilton for how AI can drive loyalty through better guest experiences. The future of hotel AI will belong to brands that can do both but don’t get bogged down trying to do everything at once and ending up doing neither well. Read more about Hilton and Marriott →

Google’s AI-fueled transformation of travel marketing is happening faster than most hotel executives anticipated, and Accenture’s latest global research confirms the shift isn’t just hype. According to Accenture’s Me, My Brand and AI report, more than half of global travelers are ready to let AI plan and book entire trips, with 93% of active generative AI users relying on it for purchasing decisions. Meanwhile, Google is embedding AI across the travel funnel, from search and discovery to dynamic pricing and booking, challenging traditional OTA and direct booking strategies.

🎯 Why it matters: The AI-powered consumer is already here, and they’re increasingly loyal to AI agents, not brands. Accenture identifies three major shifts: AI as trusted guide, loyal companion, and second self, meaning it not only influences decisions but makes them. As travelers delegate planning to AI tools, traditional brand touchpoints (like SEO and ads) are being bypassed by LLMs, agentic systems, and AI-powered shopping assistants.

🔑 Key takeaway: Hotels must urgently prepare for a world where AI intermediates nearly every customer journey. That means optimizing for AI discoverability in LLM ecosystems like Gemini and Perplexity, delivering emotionally resonant experiences that AI can’t commoditize, and structuring data and APIs to be AI-readable and agent-friendly. Furthermore, work toward building loyalty through proactive, AI-personalized engagement, not just points. Read More →

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📱 iOS 26 brings travel features to Apple Wallet: digital passports, real-time itineraries, and seamless check-ins.

🚨 Safe Stay Act gains traction, requiring carbon monoxide detectors in most U.S. hotel rooms.

🧑‍🍳 U.S. hospitality industry added 42,000 jobs in May, signaling continued recovery and hiring momentum.

🛏️ Hotel guests win $2M in California bedbug lawsuit, raising stakes for cleanliness and liability standards.

🎁 Accor partners with Plusgrade to let guests exchange loyalty points for upgrades and experiences.

💳 Tebi, founded by Adyen exec, raises $34M to modernize hotel payments and operations.

🧱 Trump proposes steep tariffs on Chinese steel and aluminum, potentially impacting U.S. hotel construction costs.

🔍 Booking.com preps for AI search disruption, deepens ties with hyperscalers to protect direct traffic.

🗣️ AI voice tools streamline hotel bookings and guest services, slashing wait times and improving accuracy.

🌍 World Bank warns global development stalls, with infrastructure investment gaps threatening tourism in emerging markets.

Is your hotel technology stuck in the past? In this episode, Matthijs Welle, founder and CEO of Mews, reveals how innovative property management systems can revolutionize the guest experience and streamline operations.

Key Takeaways:

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

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