Caribbean - Latest

Why AI in Hospitality Is Really About Human Sustainability

Davide Bernasconi reframes the AI conversation in hospitality around a problem the industry rarely names directly: operational hypercomplexity. As hotels become more digitally interconnected, the cognitive load placed on staff has quietly become unsustainable — and the most important thing AI can do is not replace people, but give them their cognitive bandwidth back.

The Biggest Opportunity for Longevity Amenities at Hotels Is in the Guestroom

Adam Mogelonsky makes the case that the longevity revolution is no longer a luxury niche but a structural shift in guest expectations and that the most overlooked opportunity lies not in spas or fitness centers, but in the guestroom itself. For time-poor travelers who rarely make it to hotel amenities, the room is the only wellness touchpoint that reaches everyone.

Creating Atmosphere: Design, AI, and the Human Experience of Hospitality

James Watson argues that AI's most promising role in hospitality design is not to generate atmospheres autonomously, but to give human designers the precision and responsiveness needed to make spaces that genuinely breathe — adapting in real time to occupancy, mood, and moment. The risk, he warns, is not that AI replaces designers, but that without strong human vision guiding it, it flattens the industry into an algorithmically pleasant, characterless sameness.

True Recognition at the Front Desk: A More Personal Check-In

Alan Young argues that voice recognition technology at the front desk is not a cost-cutting measure but a means of restoring something the industry has been quietly losing: the agent's attention. By offloading administrative commands to speech, the technology frees staff to do what no system can replicate — make a guest feel genuinely seen upon arrival.

The Lobby Boy v2031 or How Hotels Learned to Stop Worrying and Love the HXO

Terence Ronson looks ahead to 2031, when frictionless automation will have made most hotels equally smart, equally efficient, and equally forgettable — and argues that the competitive differentiator will be a new role he calls the Human Experience Orchestrator. Part behavioral psychologist, part operational commander, the HXO is the person who reads the AI's outputs and then decides, with genuine human judgment, what to actually do with them.

AI Adoption Is Accelerating. Here’s How Hotels Are Keeping Pace

Catherine Donaldson takes a decidedly practical approach, moving past the philosophical debates about AI in hospitality to focus on where it is already delivering measurable results today. From AI voice agents answering calls around the clock to agentic workflows that coordinate operations without manual handoffs, she maps five proven use cases and makes the case that the performance gap between adopters and laggards is already widening.

The Execution Layer Hotels Are Missing, and Why It Matters Before Agents Arrive

George Roukas identifies the layer most hotel AI strategies are skipping entirely: execution. Brands can build sophisticated loyalty programs and accept intent-rich bookings from AI agents, but if the operational infrastructure cannot reliably deliver what was promised — the right room, the right amenities, the right moment — none of it compounds into loyalty. His argument is that an ontology-based digital twin of hotel operations is what closes that gap, and that now is the time to build it.

The Agentic Hotel: How Open Infrastructure Turns AI Into Operational Performance

Stephan Wiesener argues that the hospitality AI conversation has moved past experimentation into a harder question: what infrastructure actually allows AI agents to take reliable action across real hotel operations? Through concrete case studies from citizenM, THE FLAG Zürich, and Cocoon & Eckelmann Hotels, he makes the case that open, API-first architecture is the unglamorous foundation on which everything else depends.

Expert Views (9)
View all Answers

The Data Foundation of Agentic Hospitality

Vassilis Syropoulos argues that before hospitality can benefit from agentic AI, it needs to solve a problem most organizations are actively avoiding: the data foundation underneath it. Using the Prometheus metaphor to frame both the promise and the danger, he maps a four-quadrant framework that shows why clean data without hospitality context is still dangerous, and why trust — earned incrementally, proven on the record — is the only legitimate path to autonomous action.

The Synthetic Gaze: AI Video Advertising and the Cost of Getting It Wrong

Drawing on a background in filmmaking, Kristian Lupinski offers a candid, first-person account of experimenting with AI video generation for hospitality marketing and quickly discovering that creative vision and machine output are far from the same thing. The piece raises an unsettling question for the industry: in a race toward synthetic perfection, are hotels optimizing themselves out of the very authenticity that makes a stay worth remembering?

After the AI Hangover: What Happens to Hotel Photography?

Stefano Pinci writes from the photographer's perspective on what AI actually does — and does not do — to hotel imagery. The technology has become a genuine problem-solver in post-production, he argues, but its greatest risk is not bad output: it is the seductive pull toward a frictionless, anonymous visual average that makes every property look the same and none of them look real.

Your Hotel Has Forty Products. The Website Sells Five.

Markus Mueller argues that hospitality's real distribution problem has nothing to do with AI or personalization technology — it lies in an inventory model designed in the 1970s that collapses thirty or forty genuinely distinct room products into five website categories. Until hotels start selling real products instead of generic containers, he contends, no amount of sophisticated technology layered on top will deliver the experience guests actually want.

Demand Without Friction: Automating Hotel Sales

Daniel Melnyk makes the case that group and MICE sales is the single most underserved corner of the hotel when it comes to AI — and the one with the highest potential return. The opportunity, he argues, is not in blasting meeting planners with machine-written outreach, but in using a hotel's own first-party data to prospect intelligently, consistently, and in the seller's voice, without adding to an already overloaded workday.

Anticipatory Markets: Where Revenue Management Meets the Traveler’s Journey

Klaus Kohlmayr argues that revenue management is undergoing a structural shift from reactive optimization to anticipatory intelligence — where pricing decisions are no longer based on historical extrapolation but on probabilistic futures and real-time guest intent signals. In a world where AI assistants increasingly mediate booking decisions, the hotels that act earlier with better data will outperform those waiting for demand to declare itself.

The Future of Distribution Isn’t Passive Connectivity. It’s Agentic Execution.

Sankar Narayan argues that connectivity alone is no longer enough to solve hospitality's revenue problem. The real gap, he says, is execution. With 45% of hoteliers identifying revenue opportunities every week they cannot act on in time, and nearly four in five spending over 11 hours on manual tasks that should be automated, he makes the case that the industry's next competitive frontier is not smarter insights, but faster action.

The 30% Distribution Tax: Market Power in Agentic Commerce

Fredrik Sjoberg draws a sharp historical line from the 10% commission of the travel agent era to the 15–25% of OTAs, and asks whether the AI agent era will push that number to 30% — the rate Apple held in the App Store for over a decade simply because it controlled the front door. The industry, he argues, is making the same structural mistakes it made with OTAs, and has a narrow window to act before the terms are set for good.

When AI Becomes the Travel Agent

Pablo Delgado argues that AI assistants are not simply adding another channel to hotel distribution — they are compressing the entire travel funnel into a single conversation, potentially owning discovery, consideration, and transaction in one pass. The hotels that wait for certainty before adapting, he warns, risk repeating the same mistake they made when OTAs arrived.

Do You Think You’re Ready for A2A Commerce?

Ira Vouk challenges the industry's comfortable assumption that agentic AI is still a distant, chatbot-adjacent phenomenon. The real disruption, she argues, is not travelers talking to AI assistants, it is machines negotiating directly with machines, and a hospitality infrastructure built entirely around human browsing behavior that is nowhere near ready for it.

The Signal Was Always There. We Just Had No Way to Capture It.

Drawing on a career that moved from reservation phones to housekeeping supervision to manager on duty, Are Morch argues that the real pre-stay challenge has never been technological — it has always been a signal problem. The guest intent is there, the data exists across departments, but without a system to capture and connect it, every interaction starts from scratch and the intelligence is lost.