Most hoteliers use AI daily, but guest experience still needs a human touch
Mews survey of 500+ global properties finds AI now involved in 11 of 19 common hotel tasks, yet 59% of hoteliers want check-in to remain human-led.
This dedicated AI in Hospitality section explores how AI is reshaping the industry, from guest communication and marketing personalisation to revenue management, operations, staffing, cybersecurity, and the evolving role of data and automation across the hotel and travel ecosystem. It brings together practical use cases, expert insights, product and partnership news, leadership viewpoints, and real world lessons from properties and brands of all sizes, helping hospitality professionals separate substance from hype and make informed decisions about where AI delivers value today and what to prepare for next.
Mews survey of 500+ global properties finds AI now involved in 11 of 19 common hotel tasks, yet 59% of hoteliers want check-in to remain human-led.
A hospitality HR executive reports that 25% of resumes are automatically rejected due to AI plagiarism detection, highlighting growing industry concerns about authenticity.
The piece argues that AI-driven guest interactions make accurate, governed content across all digital channels more operationally critical than traditional hotel systems.
Hotelschool The Hague offers a 3.5-hour practical workshop for hotel managers on June 8, covering AI applications in guest communication, operations, and HR.
Google's March 2026 core update now rewards original content over templated listings, giving hotels an advantage over OTAs in AI-powered travel discovery.
The article uses a case study of a £35 rate drop mistake to argue for human oversight controls when implementing AI pricing recommendations.
Hotels must optimize websites with specific, text-based content that AI can extract and understand, moving beyond keyword-focused SEO to factual information architecture.
Author argues PMS systems remain central to hotel operations despite AI advances, favoring platform consolidation over best-of-breed specialist solutions.
The article outlines a six-layer technology architecture with PMS as the central hub for 100-room independent hotels, featuring AI-ready integrations and real-time data flows.
The author critiques Choice Hotels' six AI tools for prioritizing owner ROI over guest experience, arguing that technology should enhance human moments that create loyalty.
The author argues that travel companies optimizing customer-facing problem-solving tools are missing AI's shift toward preventing problems entirely before customers encounter them.
The author argues unified PMS suites can't match the innovation speed of specialists rebuilding distribution, CRM, revenue management, and payments for the AI era.
Article explores the practical realities of AI implementation, distinguishing between marketing claims and actual capabilities.
Hotels face significant data exposure risks as staff informally use public AI tools with sensitive guest information, requiring immediate governance policies.
Lighthouse launches Connect AI 2.0 to help hotels rank in ChatGPT searches and compete with OTAs for direct bookings through AI platforms.
Pertlink releases a free AI Lexicon to help hotel operators understand AI terminology and avoid poor governance decisions, emphasizing human-centered technology implementation.
Hotels lose hundreds of thousands annually to buffet overproduction, with AI-driven tracking showing potential waste reductions up to 90%.
Choice launches five AI solutions including Business Direct for SMBs, EasyBid for group sales, CHARLIE virtual assistant, and RAISE rate management.
Connect AI enables hotels to appear in ChatGPT search results with direct booking links, bypassing OTA commissions through automated data structuring.