Take a tour of New York City's most famous and luxurious hotel The Plaza led by architectural historian and
author Francis Morrone and journalist and author Julie Satow. The Plaza has almost become synonymous
with New York City, made famous by beloved children's book character Eloise, famous weddings like Donald
Trump's and Macaulay Culkin in 'Home Alone 2.' Learn the secrets behind its grandeur, from its ornate
lobbies and ballrooms to its lavish penthouse hotel rooms.Want even more AD? Subscribe to the magazine
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In this engaging interview Simone Puorto sits down with his long-time friend and business partner, Vincent Ramelli, CEO of LodgIQ, to reflect on Vincent’s journey from building hotel websites in Paris to leading transformation in hotel technology through AI-enabled revenue management systems. Ramelli emphasizes how industry evolution, from static online presence and urban myths about occupancy, to real-time meta-search and the advent of direct distribution, has made data openness and contextual benchmarking essential for hotels striving to succeed in the fast-changing hospitality landscape.His take on current challenges highlights not the technical silos, but people silos and ego, advocating for collaboration, transparency, and continuous learning from mistakes and "power users." The discussion looks to the future, sharing practical advice for hoteliers on leveraging generative AI not just to automate processes, but also to illuminate the "why" behind strategic decisions, empowering teams to refocus on delivering memorable guest experiences.The conversation delivers a call to action: hotel operators and managers must drop fears, embrace innovation, and allow technology to remove friction so they can invest their energy where it matters most: with their guests. Ramelli’s stories - from accidental hacks of Booking.com to the strategic upsides of PlayStations and champagne - demonstrate the creative power of blending business logic with authentic hospitality values.Timeline:00:00 Introduction, Vincent’s background and digital beginnings05:51 Becoming a hotelier, real-world lessons on occupancy myths13:31 Competition & OTAs, reverse-engineering booking platforms23:11 Meta-search revolution, Google/TripAdvisor partnerships30:41 Platform scaling, acquisition, and international growth35:21 LodgIQ’s vision: AI for all hotel sizes, "The Wizard"43:01 Human challenges: fear of change, staff dynamics48:41 Practical advice, value creation for guests, future outlook
In this insightful interview, Scott Dahl and Mercedes Blanco discuss the evolving landscape of upselling and cross-selling in the hotel industry heading into 2026. They highlight how traveler preferences have shifted away from just prices and views toward meaningful, personalized experiences, emphasizing the emotional story behind offers. Mercedes shares her extensive expertise in digital marketing and hospitality technology, underscoring the fast-paced integration of AI in enhancing guest experiences, marketing strategies, and direct booking channels.Scott and Mercedes explore the challenges hotels face, including data ownership conflicts between hotels and OTAs, the generational and cultural differences in traveler behavior, and the critical need to balance personalization with privacy and regulatory compliance. They also note how AI, particularly channels like ChatGPT, is rapidly transforming travel research and hotel distribution, urging the industry to adapt quickly or face disruption similar to the past digital revolutions.Throughout the conversation, the importance of putting the traveler at the center, embracing technology while not losing the human touch, and experimenting with new solutions is emphasized. Scott Dahl and Mercedes Blanco provide rich, practical examples of AI applications in upselling, operational efficiency, and guest engagement, leaving a clear call to action for hospitality professionals to move decisively with innovation to thrive in a complex and changing market.TIMELINE00:10 Introduction, theme of upselling/cross-selling in hotels01:00 Mercedes’ background and path to current role02:14 Analysis of adding value in the industry through AI/data04:15 State of personalization in hotel marketing06:24 Generational/cultural travel trends and localization08:35 Impact of AI (e.g., ChatGPT) and new digital channels09:59 Distribution channels and new booking modes via AI agents13:21 Data, privacy, and friction in guest experience17:04 Personalization limits, privacy, regulation, GDPR18:54 Practical AI applications in hotels: upselling/cross-selling27:31 Combatting silos, total revenue management, team alignment31:11 Future outlook: booking through AI agents35:11 Trust in AI recommendations, consumer adoption39:58 OTA competition, partnerships, and industry initiatives44:47 Language barriers, AI concierge, global reach45:22 Final advice, embracing experimentation, closing remarks
Loyalty is not bought with plastic or points; it is earned through attention, presence, memory, and the feeling of being recognized. Today’s travelers are weary of diabolical complexity: shifting valuations, tight expirations, inbox noise, and mirage-like rewards, so brands must move from arithmetic to symbolism, from diabállō to symbállō. As Ellis Connolly notes, loyalty is an experience, not an infrastructure; emotions scale through stories, not bureaucracy; and technology should expand choice, not enforce rules. Begin by offering first-party value with immediate benefits, give guests simple choices and instant recognition, and let rewards spill beyond the hotel walls into the life of the destination. Future programs should feel like a living script, collapsing the time between action and acknowledgment through micro-rewards, visible member value, and local partnerships. The hotels that win in 2025 will make recognition a form of grace, keep fewer promises but keep them well, and prove, right away, that guests are seen.
Cybersecurity in hospitality is becoming more dangerous, with hotels especially exposed due to sensitive data and increasingly complex systems. Aleksander Ludynia, Chief Security Officer at Shiji Group, explains that the greatest risk often lies with people. Leaner teams mean less time for vital processes, and moving to all-in-one platforms with automation can help ensure that essential tasks are not overlooked.In conversation with Adam Mogelonsky, Aleksander also warns that artificial intelligence makes phishing attempts far more convincing, raising the stakes for hotels. The best defense is a strong security culture, supported by training, resources, and leadership. Watch the full conversation now to learn how hotels can turn cybersecurity into a shared strength for their teams.
