The single biggest impact AI will have on hospitality is in ______________?
31 experts shared their view
Which SPECIFIC AREA do you believe stands to see the greatest transformation? We'd love for you to share your perspective—explaining the opportunity and impact AI will have on our industry.
ITB Rewind: How AI is Shaping the Future of Hospitality
... Back office. In all its flavours, from finance reconciliation (via Predictive AI/ML based RPA tools), guest feedback analysis (via Gen AI tools), Revenue Management (via Predictive AI, which has been in place for over a decade already), and marketing SEO/PR copywriting (via Gen AI text and graphic tools), HR (eg tools to auto read/select/deselect CVs based on Gen AI tools), and some staff productivity (eg via Copilot for email filtering). Less impact on any guest-facing applications. Badly implemented Gen AI customer service bots have become the new nightmare IVR hell-loop equivalents. Keep humans in the guest-facing loop for hospitality.
Transitioning hospitality from Mobile-first to AI-first will be the greatest transformation of our industry since the advent of the Internet. Within this AI transformation, I believe agentic AI will have the single biggest impact on our industry. On one hand, you will have Personal AI Agents (ChatGPT Operator is already a fact) that can research, plan and book travelers' trips and vacations autonomously, thus circumventing all intermediaries and enabling the golden age of direct consumer-supplier relationships.On the other hand, you will have the Hotel AI Agent, which knows everything about the property's product, services and amenities, about the destination, local area attractions and activities, festivals, performances and sports events. Naturally, the Hotel AI Agent will be fully interfaced with the AI Search platforms and the property's PMS, RMS, CRS and CRM in order to know everything that is to know about past guests and be able to provide personalized one-to-one pricing, accommodations and services to "known guests," and negotiate the best deal with "unknown guests."The question is, will hoteliers invest in technology and talent to prepare for the rise of the Personal AI Agents and become the ultimate beneficiaries of this exciting AI era?
The biggest impact AI will have on hospitality is in operations and how it will unlock
infinite hospitality.For decades, operators and managers have been boxed in by rigid systems, forcing them to work around their technology instead of the other way around. AI changes that. It enables truly limitless hospitality, where any novel concept–hotels, serviced apartments, hybrid models–can be designed, adapted, executed and scaled effortlessly.
The impact of AI extends beyond automation, it will truly make hospitality more agile. Imagine tech that evolves real-time with your business: operations that optimise themselves, pricing that adjusts dynamically and guest experiences that personalise instantly. With AI, particularly AI agents, hoteliers are no longer trapped in legacy infrastructure. They can compose, experiment and iterate.
We are also seeing how agentic AI is driving the Results as a Service (RaaS) revolution. Unlike SaaS, which sells tools, RaaS sells results. For example, instead of just offering a CRM, an AI agent might deliver
a new qualified lead.This is why Apaleo launched Agent Hub, the first AI agent marketplace for hospitality. Hoteliers can find agents and developers for each specific business needs - helping them to improve efficiency and unleash creativity and innovation.
The Single Biggest Impact AI Will Have on Hospitality Is in Personalized, Automated Guest Engagement
AI is revolutionizing hospitality, particularly in distribution and marketing, by enabling an unprecedented level of individualized engagement. Hotels can no longer rely on broad segmentation; today's guests expect a one-to-one experience. With AI-driven automation, hotels can tailor marketing messages, offers, and services to each guest's preferences and behaviors—boosting conversion rates and guest satisfaction.
However, AI alone is not the solution. The foundation for successful personalization lies in a well-structured IT strategy, with Big Data at its core. A Central Guest Profile (CGP) is essential, consolidating all guest interactions into a single, clean, and actionable data set. Without this, even the most sophisticated AI tools will struggle to deliver meaningful results.
By integrating AI with a CGP, hotels can automatically generate highly relevant communications with a content individualized for each recipient. The result? Increased direct bookings, higher guest loyalty, and reduced dependency on OTAs.
Hotels that embrace AI-driven automation, underpinned by a robust CGP, will be the ones to thrive in the next era of hospitality. Those that don't risk being left behind in a world where generic marketing is no longer enough.
The single biggest impact AI will have on hospitality is in Personalization at Scale.
AI is set to revolutionize hospitality by transforming guest experiences, optimizing operations, and unlocking new revenue streams—all at scale.
- Guest Experience Revolution – AI Assistant Chatbots anticipate guest needs, personalize stays, and optimize pricing dynamically.
- Operational Efficiency – AI automates tasks like revenue management, customer service, and housekeeping, reducing costs and improving efficiency.
- Revenue Transformation – AI-powered forecasting and smart upselling shift hotels from static room sales to dynamic, experience-based offerings.
The Bottom Line: Hotels that embrace AI won’t replace human service—they’ll enhance it.
AI's biggest impact on hospitality personalization is delivering hyper-personalized guest experiences at scale. Hotels will anticipate needs, tailor services, and provide seamless, real-time customization without constant human intervention.
AI will enable proactive service recommendations, such as suggesting a late checkout based on flight delays or offering spa treatments based on past preferences. Dynamic pricing and personalized offers will adjust in real-time based on guest behavior and loyalty status. Smart room automation will tailor lighting, temperature, and entertainment to individual preferences.
Conversational AI, like virtual concierges, will provide instant, relevant responses, while predictive hospitality will detect dissatisfaction and resolve issues before they escalate. The result is a frictionless, highly personalized stay—enhancing guest satisfaction and loyalty while optimizing hotel operations.
AI is already transforming hospitality in so many ways, but one of the biggest impacts I see is in guest experience. It's easy to talk about AI in broad, visionary terms, but what really matters is how it's applied in practical ways that hotels can actually use. At Muse, for example, we've introduced Smart Tip, an AI-powered feature that analyzes guest data and provides personalized insights. So if you're working at the front desk and a returning guest checks in, you don't have to ask if they've stayed before—you already know. You can greet them personally, acknowledge their preferences, and create a much more seamless experience.
We're all getting used to AI-driven personalization in our daily lives—whether it's on TikTok, social media, or streaming services—where content comes to us without even having to search for it. Hospitality needs to keep up. What we call “hyper-personalization” today will simply become the norm, and companies that don't embrace it will quickly fall behind. Guests are raising their expectations, and it's up to hotels to meet them by leveraging AI to create smarter, more intuitive experiences.
AI is transforming the travel industry in many ways, but one of the most exciting areas is in personalizing the booking experience. Travelers today—especially Gen Z—expect a seamless, frictionless process where they only see offers and options that are relevant to them. No one wants to scroll through things they don't care about. AI helps by predicting what guests truly want and removing unnecessary distractions. For example, if someone is booking a solo trip, they probably don't need romantic add-ons like flowers. But if it's a getaway for two, those little details can enhance the experience.
The way we interact with technology today—whether on TikTok, Netflix, or Instagram—has trained us to expect personalization everywhere. Hospitality needs to catch up. It's not just about improving conversion rates; it's about creating an enjoyable, intuitive journey for travelers. If I'm traveling with kids, why aren't hotels automatically showing me properties with babysitting services or kid-friendly activities? In a few years, what we now call “hyper-personalization” will just be the expected standard, and anything less will feel outdated.
AI is already playing a big role in revenue management, but looking ahead, I see an even bigger impact on direct bookings. One of the biggest friction points today is that hotel websites and booking engines often don't adapt well to what the guest actually wants. At Blastness, we work with over 2,000 hotels, and our data shows that delivering the perfect match on a hotel's website is key to increasing conversions. AI can help by making booking experiences more dynamic and intelligently guiding guests toward the best options for their needs.
Another area where AI will transform direct bookings is conversational selling. We are developing a chatbot that goes beyond simple Q&A—it engages potential guests in real-time conversations and naturally leads them toward booking. In many ways, it brings the concierge experience into the booking moment, making the process smoother and more intuitive. AI-powered natural language processing (NLP) will be crucial in making this interaction feel natural and personalized. Ultimately, selling a direct booking is very different from selling a generic commodity, and AI is the tool that will bridge the gap between interest and conversion in a way that hasn't been possible before.
AI is driving a rapid cycle of innovation in hospitality, making it possible to solve complex problems faster and more efficiently. The future isn't just about human workers—it's about humans and AI-powered agents working together. These specialized AI agents will handle the heavy lifting, tackling specific challenges for hotels and enabling staff to focus on what they do best: delivering great hospitality. At Apaleo, we've already taken steps in this direction with Agent Hub, a platform where developers can build AI-powered solutions tailored to modern hospitality operations.
One of the biggest shifts in the industry will be the need for open, tech-agnostic systems. As AI continues to evolve at an unprecedented pace, no single provider can keep up with every innovation. Hotels need flexibility and control over their property management and guest data to integrate the right AI-driven solutions. Closed, all-in-one systems might work in the short term, but in the long run, they risk becoming obsolete. Investing in open technology is the only way forward for hotels that want to stay ahead in an AI-driven world.
AI is set to transform revenue management by making pricing more dynamic, personalized, and connected to real-time demand. Traditionally, revenue management systems focus on optimizing prices for different segments and customer types, but AI enables true personalized pricing, tailoring rates to individual guests based on their preferences, booking behavior, and demand signals. This means moving beyond standard room pricing and incorporating factors like total revenue management, where meeting spaces, packages, and additional guest needs are all considered in real-time pricing decisions.
The key to this evolution is connecting AI-driven revenue management with commerce platforms. By integrating booking engines, OTAs, and direct reservations more deeply into the RMS, hotels can create highly customized offers and pricing structures that reflect each guest's unique needs. This could include attribute-based pricing, where guests see personalized package options that match their preferences. AI will revolutionize how hotels approach pricing, making it more responsive, guest-centric, and ultimately more profitable.
AI is transforming guest experience by unlocking the full potential of guest data. One of the biggest challenges hotels face is dealing with unstructured data—especially reservation notes stored in PMS systems. These notes often contain valuable insights about guest preferences and interests, but until now, they've been difficult to use effectively. AI can analyze and structure this data in seconds, extracting key details that allow hotels to create truly personalized marketing campaigns and tailor guest experiences like never before.
Beyond just organizing data, AI can also identify patterns hotels didn't even know existed. By going back through years of guest notes, AI can detect trends, group similar guests into targeted segments, and help hotels anticipate guest needs in a way that was previously impossible. What used to take human teams hours or even days can now be done instantly—giving hoteliers the insights they need to truly know their guests and deliver exceptional, tailor-made experiences.
AI is already transforming many aspects of hospitality, but one area where its impact is still emerging is financial planning and analysis. At Fairmas, we believe that AI will revolutionize this space by ensuring 100% accuracy in financial data and eliminating manual errors. Today, AI is great at generating text, but it struggles with numbers. The future lies in AI-driven financial intelligence, where stakeholders can ask real-time questions about financial performance and receive accurate, data-backed answers instantly.
By automating calculations, budgeting, and forecasting, AI will free up teams to focus on what truly matters: decision-making and strategic insights. Instead of spending hours compiling financial reports, hoteliers will be able to use AI-powered tools to gain a clear, real-time understanding of their financial health, allowing them to make more informed and proactive business decisions. The goal isn't just automation—it's enabling smarter, data-driven decision-making that helps hotels stay competitive in a rapidly changing industry.
AI is fundamentally reshaping how hotels manage operations, analyze data, and make decisions. The biggest impact in the coming years will come from AI-powered digital workers—automated systems that handle repetitive manual tasks, such as financial reconciliation, reporting, and even rate code management. At Robosize ME, we've already seen how automation can save hotel groups thousands of hours of manual work, freeing up staff to focus on higher-value tasks.
But AI's potential goes far beyond automation. The future lies in conversational AI interfaces that allow hotel management to extract deep insights from siloed data systems simply by asking questions in natural language. Imagine revenue managers being able to query performance metrics instantly, or hotel operators receiving proactive insights about staffing, maintenance, or distribution trends before issues arise. AI won't just provide answers—it will identify patterns that humans might miss, fundamentally changing how hotels make strategic decisions. We're entering a world where traditional reports will become obsolete, replaced by AI-driven, real-time recommendations that optimize operations and enhance guest experiences.
AI's biggest impact in hospitality? Bringing back the human touch. Over the past decade, we've focused so much on cost-cutting and efficiency through technology that we've lost sight of the human element—the heart of hospitality. AI should not just be about automating guest experiences; it should be about empowering hotel staff to deliver exceptional service with the right tools at their fingertips.
Think about it: guests today have access to AI-powered tools for everything from check-in to concierge services, but what about the employees serving them? AI can support housekeeping teams with dynamic rooming lists, assist multilingual staff in delivering seamless service, and ensure that operational procedures are standardized and accessible in real-time. The key is not replacing people with AI, but equipping them with AI—so they can do their jobs more effectively, feel valued, and stay in the industry longer. After all, a happy, well-supported team leads to a better guest experience, higher satisfaction scores, and ultimately, a more successful hotel.
AI is making a massive impact across both hospitality and the living sector, and while there were early fears about job losses, it's clear now that AI is a tool, not a replacement—if used correctly. The key is applying AI where it removes friction in operations, not where it takes away from human interactions. One of the biggest opportunities is predictive maintenance—why should a guest have to call the front desk about a broken lightbulb? AI should detect the issue and automatically alert maintenance before anyone even notices.
Another major shift is in AI-powered guest communication and booking automation. AI can handle common guest inquiries like pool hours or check-in times, freeing up staff for more meaningful interactions. It can also assist in personalized booking experiences, helping travelers find the right room, at the right time, with minimal effort. The real challenge isn't whether AI will take over, but whether we use it to enhance hospitality, rather than strip away its human essence. Looking ahead, the human touch will become a premium offering—as digital interactions become more common, real human experiences will be seen as a luxury worth paying for.
For me it's very clear. It will be the customer facing self-booking capability of product and services that has the largest impact. Why? Simply because this will be in front of the global customer and will be available to be leveraged, regardless of whether the hospitality industry does anything to prepare for it. In short, customers will use it, and they won’t have any considerations for whether hotels or hospitality at large changed anything internally. Given the lag we always have with tech adoption, perhaps that is a good thing.
The internal impact of AI at large will be the wholesale reduction in manpower in the hospitality industry. Many argue this or paint a pretty picture about the future. This is a ruse. If as a customer you like self-service and robo-hotels, then nirvana is closer than you think!
Leave aside a little luxury for the global elite. Your UBI won't cover that.
Life is so tech.
AI is set to fundamentally transform the booking process in travel and hospitality, and it's happening much faster than people think. We've already seen AI tools generate travel itineraries, but the next step is integrating seamless, automated payments directly into that process. Instead of searching, selecting, and then manually booking each component of a trip, travelers will soon be able to pay once and let AI handle all the transactions in the background—sending virtual payments instantly to hotels, airlines, and other suppliers.
At Stripe, we've seen first-hand how quickly this shift is happening. We recently launched our AI SDK, which allows generative AI platforms to integrate payments directly into their systems. This isn't a distant vision—it's already being built. What comes next? AI-powered agents negotiating bookings on behalf of travelers, automating entire trip planning processes based on pre-set preferences and permissions. The travel industry is about to experience an explosion of new booking channels—from OTAs and direct websites to social media and AI-driven interfaces. The only certainty is that rock-solid payments will be at the core of this transformation—and that's exactly what Stripe is focused on delivering.
AI's biggest impact in hospitality will be in automating backend operations—not replacing people, but removing the tedious, logistical tasks that take up so much time. Right now, hospitality is still full of manual processes, from guest check-ins and check-outs to paperwork, reviews, and administrative tasks. AI will take that pain away, freeing up hotel teams to focus on what really matters—the guest experience.
At the end of the day, logistics aren't hospitality. Too often, hotel teams spend 50-60% of their time on backend operations instead of delivering great service. AI is already transforming other industries, and it's only a matter of time before hospitality fully embraces it. Whether it's streamlining content creation, automating guest interactions, or enhancing operational workflows, AI will allow hotels to create more personal, human-driven experiences. While we're still in the early stages, the industry is moving toward a future where AI handles the routine, and hospitality teams get back to what they do best—creating memorable stays for their guests.
AI is set to completely transform revenue management and commercial strategy in hospitality. While revenue management systems have used machine learning for years, today's advancements in generative AI, data science, and cloud-based infrastructure allow us to process and analyze far more data, far faster than ever before. This means AI won't just optimize pricing—it will enhance the entire commercial discipline, helping teams make smarter, more strategic decisions across multiple properties with unprecedented speed and depth.
This shift will also reshape the role of revenue managers. In the future, if people are still manually adjusting rates by €10 for next Tuesday, we've done something wrong. AI will handle those granular tasks far more efficiently, freeing up revenue managers to focus on strategy, not spreadsheets. Instead of pulling reports and tweaking rates, they'll be making high-level commercial decisions—like deploying sales teams, refining marketing tactics, and optimizing overall revenue streams. The industry isn't just evolving—it's fundamentally changing, and AI is at the center of that transformation.
AI's biggest impact on hospitality will be in hyper-personalization—anticipating what guests want before they even know it themselves. The ability to analyze guest data and tailor every aspect of their stay will redefine the industry, moving beyond simple automation to true predictive intelligence. AI is evolving faster than any other technology, and in the future, it will feel as seamless and integrated as the internet is today.
What excites me most is the potential for AI to act as a personal travel assistant, where guests control and manage their data while autonomous agents make decisions on their behalf. While we're still in the early stages, focused on automation and streamlining operations, the long-term vision is far more transformative. As AI advances, we'll see a shift toward digital identity management, data unification, and fully personalized travel experiences—ultimately creating a hospitality landscape that's more intuitive, efficient, and guest-centric than ever before.
AI is set to redefine both hospitality operations and the technology vendor landscape in ways we've never seen before. On the operational side, AI will eliminate repetitive, time-consuming tasks, solving one of the industry's biggest challenges—staffing and bandwidth constraints. In just a few years, AI will be at the core of optimized hospitality service delivery, ensuring hotels can meet guest demand even with ongoing labor shortages.
But the real disruption will happen on the technology vendor side. We are entering an era where 100-million-dollar and even 500-million-dollar unicorn startups will be built by just a handful of people. The traditional model of raising massive funding rounds and scaling up teams of hundreds will no longer be the norm. Instead, AI-driven companies—lean, highly efficient, and powered by automation—will be able to compete with and serve major global hotel brands in ways that were never possible before. It's a David vs. Goliath moment for the industry, and the barriers to entry are about to be shattered.
AI is already reshaping revenue management, and at Brainy RMS, we are at the forefront of this change. Traditional revenue management systems have long relied on historical data, but after COVID, it became clear that past trends alone are no longer reliable predictors of future demand. That's why we take a broader approach, incorporating market insights, external events, and even brand reputation to create a more dynamic, real-time pricing strategy.
One of the most powerful innovations we've introduced is Eddie, our AI-powered revenue assistant. Eddie acts as an AI agent, helping hoteliers analyze data, generate smart insights, and even make real-time pricing adjustments through voice commands. With instant access to market trends and operational data, hoteliers can make faster, smarter decisions—without being buried in reports. AI isn't just making revenue management more efficient; it's making it more intuitive and proactive. This is the future of revenue strategy, and we're excited to be recognized as an ITB Innovator for leading this transformation.
AI has completely changed the landscape of hotel reservations and revenue management, and we're only at the beginning. At DB Strategy, we've been working with predictive revenue models for years, but the next big shift is the rise of AI agents. These autonomous AI-driven systems will break away from traditional reservation methods, making booking processes faster, more dynamic, and more intelligent.
Unlike previous AI-driven revenue management systems, AI agents will not just predict demand—they will act on it in real time. They will analyze market conditions, pricing trends, and guest behaviors instantly, adjusting strategies and optimizing bookings without human intervention. This is not just another tech evolution—it's a true revolution, reshaping how hotels sell, price, and manage inventory. AI is no longer just an assistant; it's becoming the decision-maker in hospitality.
AI is undoubtedly transforming the travel and hospitality industry, but the real challenge isn't just adopting AI—it's being prepared for it. To truly harness AI's potential, companies must focus on two critical areas: data management and system integration.
Right now, data silos and lack of system interoperability are some of the biggest barriers to AI adoption. Many companies struggle to aggregate and structure their data, leading to inaccurate insights and missed opportunities. At ZapCom, we specialize in helping businesses streamline their systems and optimize their data, ensuring they are AI-ready when the technology becomes more deeply embedded in everyday operations.
Ultimately, AI will only be as powerful as the quality of the data feeding it. The companies that succeed in the AI-driven future will be the ones that prioritize data accessibility, integration, and accuracy—laying the foundation for a smarter, more efficient industry.
...two sides of the same coin: Generative Search and Agentic AI. Both converge on a single, unavoidable reality—the death of traditional search.
The next wave of travelers won't be typing "best hotels in Paris" into a search bar. Instead, AI will anticipate their needs, generate fully contextualized responses, and eliminate the friction of manual discovery.
This is Generative Search—not a list of results, but a direct answer. And it obliterates SEO as we know it. For hotels, the implication is clear: the "Zero-Click" Paradox. AI-generated results mean no one clicks. No clicks mean no direct traffic. No direct traffic means you're at the mercy of AI-driven bookings.
But that's step one. Now, imagine a traveler saying: "Plan me a weekend in Paris."
Agents don"t suggest. They choose. The book. They confirm—without human intervention.
This is Agentic AI. That's Human-Out-Of-The-Loop (HOOTL). It's not just a recommendation engine—it's a full-service booking agent. And it makes traditional conversion funnels obsolete.
OpenAI's Operator is only the beginning. Soon, AI-driven agents will aggregate inventory across multiple sources, negotiate dynamic rates in real time, and personalize complete itineraries on demand.
That's great for travelers.
For hoteliers? Still unsure...
The biggest impact of AI on hospitality? Business excellence.
AI is not just a technological shift—it is a business game-changer for hospitality. The greatest transformation lies in profitability, driven by AI-powered automation, predictive analytics, and hyper-personalised guest experiences.
From dynamic pricing models that optimise occupancy and maximise revenue to AI-driven chatbots streamlining operations and reducing overheads, the financial potential of artificial intelligence is immense. Enhanced workforce efficiency, waste reduction in F&B, and smart upselling strategies further amplify profitability, making AI an indispensable tool for modern hospitality.
The true opportunity lies in turning vast amounts of data into precise, actionable insights. Hotels that harness AI effectively will not just improve margins—they will create seamless, high-value guest experiences that drive sustained growth in an increasingly competitive landscape.
I believe that the single biggest impact AI will have on hospitality is in REVENUE MANAGEMENT.
Today's hospitality revenue managers navigate an increasingly complex environment shaped by shifting consumer preferences and remaining competitive. The deeper integration of AI technologies will continue transforming revenue management systems, offering unprecedented data analysis and real-time decision-making capabilities.
Advanced revenue management systems analyze customer data for personalized pricing and promotions. This ensures that customers receive offers tailored to their preferences and booking behaviors, delivering the advanced level of personalization customers have grown to expect.
Beyond dynamic pricing, AI also drives advancements in predictive analytics for occupancy and revenue optimization across different booking channels, allowing hospitality revenue managers to make more informed decisions.
The fast evolution of technology, particularly with the integration of AI and machine learning, necessitates considerable investments in new systems and employee training. Hospitality revenue managers stand to gain significantly from technologies that combine real-time data from multiple sources.
The biggest impact AI will have on hospitality is in simplifying how hoteliers work and what their guests experience. Hotels will always be in the business of service, but AI will make the behind-the-scenes operations feel effortless—delivering quickly actionable, real-time insights, automating the routine and freeing teams to focus on the moments that matter for their guests. From creating a tailored welcome that matches a guest's needs to optimising pricing and distribution for an upcoming long-weekend, AI will remove friction at every touchpoint, maximising returns and ensuring guests get the experience they expect with minimal effort. And the goal of this simplicity isn't just efficiency for efficiency's sake; it's about creating space for more genuine hospitality, allowing hotel teams to be even more responsive, present, and ultimately, more human.
The single biggest impact AI will have on hospitality is in personalized guest experiences.
AI can: 1). Analyze guest data to ensure that potential customers see offers best suited to their needs right from the search phase 2). Curate targeted packages and room suggestions that match individual preferences, boosting conversion rates 3). Identify optimal upselling opportunities for additional services (spa, dining, room upgrades, etc), increasing overall revenue and margins.
The single biggest impact AI will have on hospitality is in Curated Guest Experiences. It’s starts with holding all your data in one platform to build a rich profile of your customer.
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