Personalize or paralyze? Where do we draw the line between (hyper-) personalization and discovery in travel?
20 experts shared their view
70% of what we watch on Netflix is algorithmically suggested. 60% of what we buy on Amazon is driven by predictive logic. For Gen Alpha, raised on TikTok's "For You" feed, this is already the norm, but the trend now spans all generations. That same paradigm is reshaping our industry, from in-room personalization to AI agents booking entire stays. But at what point does personalization stop enhancing the guest experience… and start creating echo chambers?
Personalisation in hospitality should enhance comfort without feeling intrusive. I believe guests must have full control over what is remembered about their stay. While some details like allergies should be shared for safety, preferences like favourite drinks or room setups should only be stored with explicit consent. Subtle touches, such as adjusting room temperature, can create a sense of care, but more intimate gestures risk overstepping. With the right integration of PMS and POS systems, we can deliver seamless, relevant experiences - always respecting the guest’s choice to opt in or out.
Personalisation only works if it is genuinely relevant, and too often in hospitality it is not. Knowing a guest’s name or birthday does not make an offer meaningful, and acting on limited data can backfire. I have seen hotels prepare white lilies for a returning guest, unaware they were linked to funerals. Preferences change, moods shift, and even stated intentions are unreliable - what a guest says they want for breakfast may not match their choices the next morning. Rather than chasing hyper-personalisation, we should focus on thoughtful, situational service that respects human unpredictability.
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.
But here's the hard truth: your PMS isn't your Central Guest Profile. It's your propoerty manager, not your relationship builder. If your tech stack can't talk to each other, your "personalized offer" is just a shot in the dark—and probably irrelevant.
Hyperpersonalization isn't the problem. The real risk is sending hyper-unpersonalized content. Without a Central Data Management (CDM) platform and a Central Guest Profile (CGP), your guest communication is fragmented, your campaigns are guesswork, and your service is impersonal.
It's time to get over the fear of crossing the personalization line—and start fearing being left behind. Smart data, not big data, drives guest loyalty. Want to truly know your guests? Then build clean, connected, and compliant profiles first. The rest—AI, automation, 1:1 marketing—finally becomes possible.
Because in hospitality, guessing is not a strategy. Knowing is.
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.
While algorithms excel at suggestion and predictive logic, as seen in Netflix or Amazon, the essence of travel often involves a degree of discovery and serendipity. To Simone's point we must be careful to work from a position of knowing what we know, but not knowing everything.
How do we introduce new products and services if we don't know a customer is specifically interested? However, with deeper engagement the chances of shotgun approach with a known customer will likely yield the answer we seek, thus further improving the knowledge base about the individual.
Ultimately, if personalization leads to a customer having a better time because products were aligned more accurately, it's a positive step. However, the key lies in a discerning application that avoids paralysis by over-personalization, always prioritizing a richer, more meaningful guest journey.
AI-driven personalization offers the only method to create real-time, consumer engagement at enterprise scale. There are compelling opportunities to enhance guest experiences in the hospitality industry, creating value for both guests and hoteliers. The greater number of signals and sources considered creates the highest level of engagement and value for all stakeholders.
This requires an intelligence platform that has a core ability to prioritize and weight real-time guest signals alongside historical, contextual, and derived data allowing personalization to adapt to guests’ needs and preferences. This avoids the "echo chamber" phenomenon and recognizes that these preferences evolve between reservations and even within a reservation, and value-rich personalization efforts must take that into account.
In addition to a sophisticated and intelligent data approach, human involvement is essential. It engages the guest in a way that digital technology cannot replicate; reassuring guests that personalization encompasses genuine human insight, and accounts for the unpredictability of human interaction.
Building trust is a key and it can be achieved through transparency at every digital or human interaction. It’s essential guests understand how and why their data is being used.
Combining real-time inputs, thoughtful model design, and human judgment creates truly personalized experiences that are authentic.
Hoteliers need technology and data to be able to provide personalized rates, amenities, customer service and user experience on the property website.
Here are 3 personalization user cases:
Personalization in Revenue Management: The future is departing from the current "one-to-many" pricing approach, and moving toward "one-to-one" pricing, powered by AI and supported by CRM. This will allow hoteliers to automatically personalize pricing and offerings to the individual customer level, based on dynamic factors such as customer preferences, browsing behavior, influencer status, "intent to purchase" intensity, and the more mundane factors like RFM value, loyalty member status, past booking history and demographics.
Personalization in CRM: Utilizing the power of AI, differentiate among different sets of preferences for the same guest, based on the reason to their stay: business, bleisure, family, wedding, friends getaway, etc. All the data signals are there, all you need is the right technology to "read the tea leaves" in an automated fashion.
Website User Personalization: A Website Personalization Engine like the one we had at NextGuest, now part of Cendyn, dynamically changes content and rate offers based on user browsing behavior, CRM data, return/new customer, feeder market origination, and over 100 different demographic attributes.
I am 100% in favour of personalisation and believe the hotel industry has done a very poor job so far. I have stayed in over 500 hotels, from hostels to some of the world’s best, and I still receive the same generic confirmations, pre-arrival emails, and digital experiences that show no recognition of who I am. This is not just about fragmented data or tech silos—it is also about mindset. Too many hotels either do not want to personalise or are unwilling to make the effort. Even loyalty programmes are often impersonal, sending irrelevant offers as if every guest is the same. Hospitality has become transactional, focused on occupancy rather than people. To fix this, we need a cultural and operational shift towards true guest-centricity.
I see huge potential in AI to enhance travel when personalisation is done right. If I book a family holiday and the content I see is tailored to that context, it feels relevant and helpful. But the line is clear for me: if it is not based on data I have explicitly shared, it is not personalisation - it is surveillance. Pulling details from my social media or inferring habits from room sensors crosses into uncomfortable territory. Thoughtful personalisation comes from a conscious exchange with the guest, where the benefit is clear and the consent is explicit. Anything else risks eroding trust.
The real threat today isn't personalization creating an echo chamber, it's hotels failing to meet the expectations of generations raised on TikTok, Spotify, and Instagram. Gen Alpha and Gen Z aren't marveling at algorithmic recommendations; they expect them. What they won't tolerate is a clunky booking engine, a slow website, or anything else that feels 10 years behind the digital curve.
We're debating the risks of hyperpersonalization when the real crisis is irrelevance. These guests won't wait five seconds for your page to load. They won't dig through outdated menus or generic offers. The bar has been set by platforms that feel instant, intuitive, and tailored from the first tap.
Instead of fearing over-personalization, we should master the fundamentals of digital experience delivery first. When your mobile site works flawlessly, when your booking flow is TikTok-smooth, and when your recommendations actually make sense, then we can have thoughtful conversations about ethical boundaries.
The line on hyper-personalisation has already been crossed. Today’s guests live in a digital ecosystem where their data is constantly in play, but they are not passive participants. They set their own boundaries through unsubscribing, opting out, and adjusting preferences. Regulations like GDPR are important, but real trust comes from listening and delivering clear value in exchange for the data guests choose to share. If you stop adding value, they will disengage. Personalisation should be about respecting that dynamic, not trying to control it.
For me, personalisation is about guiding, never deciding. Travel is about discovery, and the role of technology should be to inspire and help guests make their own choices - not to funnel them into predetermined experiences. I also believe consent is critical. Guests must have the ability to opt out, anonymize their data, and control how it is used. As a marketer, I see immense value in thoughtful convenience - like walking into a hotel room and finding my Netflix ready to go - but it has to be guest-centric and transparent. Personalisation should add comfort, not control.
I remember Faith Popcorn's seminal "Clicking" book from 1996 that was required reading in BA's embryonic dotcom department at the time. She outlined 17 major cultural trends which she believed were reshaping society and business. The core idea of the book is that individuals and companies must "click" with these trends, which ranged from "Cocooning" (the desire to stay safe at home) , "Clanning" (seeking connection with like-minded communities), to "Anchoring" (returning to spiritual roots) and "AtmosFear" (anxiety about the environment and safety). Many of these trends forecasted the rise of wellness culture, digital communities, personalisation, and the more recent retreat into virtual spaces. I'd add "bubbling" to her list - choosing to eat, sleep, read, write, and communicate in a space you feel is right for you, aka echo chamber. Social media, limited reach digital TV and podcasts now make this so easy for new age broadcasters (and old age like Fox News), to create segments/bubbles of people which they can persuade to buy X, stay at Y, or vote for Z. What we have now isn't personalisation, it's mass customisation / sheep herding. Gen AI will make this easier, and not in a good way.
Personalisation should guide, not confine. Travel is about discovery, and while AI can help curate options, it must leave space for guests to make their own choices. Younger generations may seem comfortable with algorithms delivering ready-made results, but even they will value the freedom to adjust and personalise their journey. The key is balance: let technology get it 70 percent right, then empower guests to shape the rest themselves.
The drive towards personalisation in travel isn't new, but its scale and speed today raise new questions. The real issue isn't if we're personalising too much and not leaving room for spontaneous discovery. It's about the intention. Are we using data to support guests, or are we narrowing their experience?
When personalisation becomes rigid or overly templated, it stops being useful. It can make the experience feel repetitive, even frustrating. The goal behind personalisation should not be about predicting what guests want, but giving them more control and agency over their experience.
When personalisation becomes rigid or overly templated, it stops being useful. It can make the experience feel repetitive, even frustrating. The goal behind personalisation should not ONLY be about predicting what guests want, but ALSO giving them more control and agency over their experience.
For hospitality businesses, that means having the tools to design personalisation in line with their own brand promise. Incorporating this principle into the guest journey requires open, flexible systems that support adaptable workflows. The key is to have a system that can keep pace with changing guest expectations.
AI-based Travel Assistants are becoming hugely successful in today"s world, and any existing OTA or distribution channel should be very concerned they will be impacting their business very soon.
Personalisation should enhance, not confine, the guest experience. I have seen how algorithms can create echo chambers - guests only seeing what systems expect them to want - when in reality travel is about discovery and surprise. At Alliants, we counter this with “seeding” in recommendation engines, introducing randomness to keep options fresh and avoid overfitting. But even with smart AI, the best guest moments are still designed by people, not platforms. Personalisation must remain respectful and transparent because knowing too much - or assuming too much - can quickly cross the line from helpful to unsettling.
This isn't a new phenomenon, just the supercharged evolution of an old playbook. For decades, loyalty programs at big hotel chains created comfortable bubbles for repeat guests with predictable perks. It was a one-size-fits-most echo chamber designed to keep you in their ecosystem. And it worked.
AI is uniquely positioned to make that bubble more personal and harder to escape. Yet the same complex AI that can build the perfect bubble is also the only tool that can pop it. This is our chance to create a true innovation: a virtual serendipity knob, allowing you to dare more or play it safe, depending on your mood and type of trip.
A traditional points program knows your booking history, not your personality. It could never recommend a detour to see a piece of street art it thinks you'd love. That requires an AI that can make intuitive leaps, such as connecting your musical taste to a local DJ, or your foodie profile to a quirky dish at a small food truck.
Ultimately, the technology is neutral. Whether it creates a more perfect cage or a key to the city is up to us as builders.
There is definitely a line, and it shifts as technology and guest expectations evolve. I believe personalisation must never compromise fairness or transparency. Using data to enhance experiences is valuable, but when it extends to pricing influenced by demographic or geographic factors, it risks becoming discriminatory. Guests should be able to opt in or out of hyper-personalised services from the start of their journey, with clear insight into how their data shapes offers and pricing. Building trust requires transparency and a commitment to ethical, responsible use of AI and data.
I would argue that it's not about how much we personalize, but who gets to decide what personalization even means. Right now, most of those decisions are silent, automated, and invisible. But the guest should be the one pulling the strings.
We need a new form of intelligent consent, something more nuanced than a "accept all cookies" banner no one reads, and less bureaucratic than a GDPR compliance nightmare. A way for guests to say:
"Yes, share my minibar preferences."
"No, don"t scrape my Spotify playlist."
"Maybe. Ask me next time."Because here's the heart of the matter: internal hotel data (what I book, how I check in, what I complain about) is one thing. But pulling in external signals from platforms, partners, or devices is an entirely different beast.
Do I want Marriott to know I've been binge-listening to The Cure at 2 a.m. for the past five nights? Maybe. Maybe not. But shouldn't that be my call?
True personalization starts when I, as a guest, can shape the rules of engagement. When the system adapts to me on my terms.
Because when personalization is done to people, it's manipulation.
When it's done with them, it's hospitality.Big difference.
The issue is not too much personalization; it's too little creativity. There is no limit to the human need to want to be unique, to feel special. But you really need to do the effort of thinking up responses to that need, dozens of them, hundreds of them, so that you have something different for everyone.
It's like having a person in front of the guest, at front desk, who is at a loss for words and tells the same story to every guest. You can scream "human connection" but what the guest hears is "boring!".
Personalisation should never strip travel of its unpredictability and meaning. True hospitality is an act of care, not just convenience - like a mother’s love, it comes from genuine human intent. If technology removes all friction, we risk creating passive guests and hollow experiences. For me, personalisation works best when it helps guests discover and choose, not when it decides for them. Systems may remember preferences, but only people can offer the kindness and joy that make a journey truly memorable.
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