Revinate, hospitality’s leading direct booking platform, today announced the appointment of Ankur Bhandari as Chief Financial Officer. Bhandari brings over two decades of finance and operational leadership experience from Fortune 500 companies and leading private equity-backed firms across SaaS, healthcare, and financial services.
This is part of a bigger question, I think. As a marketing guy, let me explain it through distribution, using Booking.com as the example. Booking spends billions on advertising, dominates search, builds the user experience that has become the industry template, and runs a multilingual customer service that often outperforms independent hotels.
Yes. It's not limited to franchises and is a pretty long standing clause in agreements. There largely because it was not as prominent a consideration back in the day from a data and technology perspective - harder to get data out of a peice of on premise technology that the owner paid for.
Having spent over 25 years at the intersection of hospitality operations and technology—most recently as Founder of EIP MGT GmbH, a vendor-neutral consultancy—I have seen the conversation around guest data shift from “what can we collect?” to “how do we use it to create real value?” The promise of a centralised, real-time guest profile is compelling, but only if it is leveraged to enhance—not replace—the human touch that defines our industry.
RestAssure, the industry’s first non-insurance guest protection platform, has recently launched–and is looking for partners in the industry exactly like yourself. We are a transformative solution built to empower hotel owners nationwide to take back control of operational costs and protect guests in real-time, and restore profitability and peace of mind in an evolving hospitality landscape.
In the past, legacy technologies in hospitality used to be closed systems, reluctant to open up to third-party integrations, applications and solutions. This type of technology prevented property and its guests from adopting some very innovative and much-needed applications and services.
We are already witnessing the emergence of the Personal AI Agents. ChatGPT Operator, Google Gemini AI Agent, Microsoft Copilot AI Agent, Claude AI Agent, etc. are already a fact and their travel research, planning and booking capabilities are growing by the minute.
In my writings over the past decade, I have frequently returned to the notion that artificial intelligence is not merely an additional layer in the technological stack, but rather a reconfiguration of the Internet's ontological architecture. It redefines not only how we book, but also how we come to know, how we choose, and ultimately how we experience. AI is not simply the new interface, it is the new epistemology.
This is a crucial discussion for anyone serious about the future of hospitality. The reality is clear: with advanced AI coming to the forefront, both the way guests engage with hotels online and the technology behind those interactions are fundamentally changing.
About 18 months ago, some people on LinkedIn touted that Conversational Interfaces would kill off websites. Current status? Tumbleweed. Visuals sell things, text supports. Websites enable owners to portray their brand and products/services as they see fit.
The rapid advancement of AI, especially agentic technologies, is fundamentally changing hotel distribution and guest engagement. Recent data shows that only about 25% of AI-generated hotel information now comes from hotel websites; the rest is sourced from OTAs, public databases, and proprietary data.
I don't believe AI will make hotel websites obsolete. If we learn anything from the past, every obstacle creates opportunity. Technology's direction isn't a single script; there are multiple paths and approaches. Where a problem needs to be solved, a tool will emerge to solve it.
Seamless Data: The Truth About Why Your Organization Isn't There Yet In the dynamic landscape of hospitality, the growing momentum towards unified hotel technology and seamless data flow across departments and guest touchpoints is undeniable.
The idea of crafting experiences around a centralized, real-time guest profile represents more than a technical upgrade; it signals a paradigm shift. We are moving from an analog conception of hospitality to a computational one, where data no longer serves the experience but is the experience.
Hotel Communication Network (HCN), the world leader in AI Concierge powered guestroom tablets, has been named one of Canada’s Top 20 Moonshot Ventures™ of 2025, an exclusive honor presented by the National Angel Capital Organization (NACO), a Government of Canada agency established to encourage innovation and support capital raising for pre IPO companies.
Our work with clients on personalization is rooted in the fundamental view that we've always aimed to better match what we have to offer with what a guest truly desires. This is particularly crucial when a property offers a diverse range of products beyond just rooms, where strategic personalization can genuinely elevate the guest's enjoyment by more accurately aligning offerings with their individual preferences.
Let's be blunt: most hotels haven't even reached personalization, let alone hyperpersonalization. And while Booking.com, Netflix, and Amazon are masters of knowing what you want before you do, many hotels still worship the PMS like it's the digital holy grail.
With expectations of limited revenue growth in 2025, U.S. hoteliers are focusing on all expense categories within their hotels. Early indications are that property operators are doing a commendable job managing the more controllable expenses within their operated departments, however, containing the undistributed department expenses is proving to be more of a challenge.
Hospitality Tech Vendors: one-stop-shop or best-of-breed plug-in?
From a technology perspective, the hospitality industry will continue to have a PMS-centric hotel tech stack approach. Today's PMS is the hotel 's command center for rooms and F&B management, sales and catering, distribution, availability, pricing, reservations, guest interactions, issue resolution, housekeeping, reporting, billing, guest communications, etc. and is often described as the central nervous system of the hotel operations.
Your take is spot on, and it echoes the reality I've seen play out time and again in the trenches of hospitality tech. The debate isn't really about "all-in-one" versus "best-of-breed"—it's about how we work together to deliver actual results for hotels and their guests.
A very topical question which also came up at the HFTP Barcelona CIO Summit recently. There was no single answer as it will always depend on the particular situation. For a small hotel/BnB, a combo PMS/POS/IBE product like Avon Data, Heart or BookAssist may suffice and would do a very good job.
In a word, yes. All the major players in industry are working towards a hospitality 'platform' solution. Yes, you may be able to purchase the pieces separately, which is purely commercial. But they are designed and intended to support across business operations.
Next week, Resort Data Processing (RDP) will showcase its feature-rich property-management system (PMS) for hotels and resorts, timeshares and fractional accommodations, condo hotels, vacation rentals, RV parks, workforce housing, and corporate housing at HITEC North America, to be held June 16 to 19 at the Indiana Convention Center in Indianapolis. With more than 40 years in business, 200+ configuration settings, and integration into 400+ SAP Crystal reports, attendees will experience innovation and customization like no other in Booth #1211.
Nestled along the stunning waterfront of Newport, Rhode Island, Newport Harbor Island Resort is renowned for its picturesque views, luxury accommodations, and exceptional events. To stay ahead of guest expectations and continue delivering top-tier service, the resort turned to Uniguest’s Hotel Hub digital signage technology, seamlessly blending modern convenience with the charm of this coastal retreat.
"Hand-thought is the new hand-built. In luxury, human-curated service — powered by AI — is the next premium." The CIO role has moved far beyond infrastructure. We’re no longer just maintaining networks — we’re shaping the future of the guest experience.
"Forget the hype — the true power of AI lies in the back office, not in guest-facing gimmicks." Technology has become central to our business planning. IT is no longer a support function — it’s a strategic pillar. I’m increasingly involved in shaping commercial roadmaps, evaluating distribution platforms, and making long-term investment decisions.
Every department is becoming its own tech expert — our job is to enable, not dictate." We’re witnessing a cultural shift in how technology is adopted within hospitality businesses. End users are increasingly tech-literate — they’re evaluating tools on their own, consulting peers, and coming to IT with clear preferences.
We focus on using technology to create seamless and personalised guest experiences while also improving performance. One example is how guests can easily add extras such as late checkout or breakfast directly from their phone at check-in.
One simple example that recently impressed me was receiving a WhatsApp message allowing me to check in online. It was seamless and aligned with what many guests now expect. In fact, we know that around 63 percent of millennials prefer the option to check in online.
At Staypineapple, we use Mews across all of our properties and have started incorporating AI to help us better understand our guests before they arrive. We combine this with other data—like reviews and past preferences—to build a more complete picture of who is staying with us.