#guestcounts-hospitality

#guestcounts-hospitality

Luxury hotels are supposed to provide exceptional hospitality, yet many seem to prioritize profit over guest satisfaction, leading to feelings of exploitation during stays.

We power over 160,000 restaurants. So you can imagine the data that sits in our platform. This data creates value for operators, allowing them to benchmark prices and identify opportunities for improvement.

It isn't a universal truth, but a vast number of goods and services have their own full-circle moments. While there are still plenty of travel agencies in the U.S., the overall number is still down considerably from a peak in the 1980s. For some industry forecasters, though, the future looks a lot like the recent past, except that instead of travelers trusting human agents with making their travel plans a reality, they'll use AI agents for the same purpose.

Travelers are always on the lookout for easy ways to save money, and a new report reveals there is one particular day of the week that is better for booking flights than others. That day happens to be Fridays, according to new data from Expedia that was shared with Travel + Leisure. That is because the end of the week sees less business and corporate travel, the booking site noted.

Picture this: a couple walks into a restaurant on a Friday night. They glance around, choose their table, and settle into their seats. Before they've even opened their menus, their server already has a pretty good idea whether they'll leave 10% or 25%. It sounds like mind reading, but after talking with dozens of servers over the years, I've learned it's more like pattern recognition honed by thousands of interactions.

When I tell fellow tech executives that every employee at sunday, from our engineers to our finance team, must complete a restaurant shift before they can fully onboard, I usually get confused looks. "You mean like, shadow someone?" they ask. No. I mean they tie on an apron, take orders, run food, and yes, deal with the 15-minute wait for the check that our product was literally built to eliminate.

Artificial intelligence is no longer futuristic-it's functional. Hotels are already utilizing AI to integrate siloed systems, such as PMS, accounting, CRM, and forecasting platforms, to drive faster and smarter decisions. Tools like Placer.ai and PredictHQ help identify ideal customers through demographic, behavioral, and geolocation data. As automation expands, the next opportunity lies in strategic human oversight: consultants and managers will interpret AI outputs, guiding capital investments and operational priorities rather than being replaced by algorithms.

Airbnb says its custom-built AI agent is now handling roughly a third of its customer support issues in North America, and it's preparing to roll out the feature globally. If successful, the company believes that in a year's time, more than 30% of its total customer support tickets will be handled by AI voice and chat in all the languages where it also employs a human customer service agent.

Across more than 220 global markets, Airbnb primarily relies on card-based payments for bookings. To reduce checkout friction, improve accessibility, and increase adoption in international markets, Airbnb introduced trusted, locally preferred payment methods(LPM) as part of its "Pay as a Local" initiative. The effort enables guests to choose payment options that align with regional preferences while allowing engineering teams to scale support for new methods more efficiently.

"We continue to see extraordinary demand for travel and experiences," Capuano told Yahoo! Finance. "It feels like a fundamentally permanent shift that consumers are prioritizing spending on travel and experiences versus purchase of hard goods." The hotel chain expects earnings growth in 2026, with revenue driven by adding rooms to its portfolio and higher co-branded credit card fees. While U.S. business was slightly weaker in the fourth quarter due to the government shutdown, Capuano says the fundamentals remain strong.

InterContinental Hotels Group, owner of Holiday Inn, Crowne Plaza, and Hotel Indigo, reported robust revenue and profit growth for 2025, driven by a record hotel rollout and strategic acquisitions. The group opened 443 new hotels over the past year - adding more than 65,000 rooms - and completed its acquisition of the European hotel brand Ruby. Financially, IHG posted total revenue of $5.19 billion (£3.8 billion), up 5% from 2024, while operating profits rose 15% to $1.2 billion (£880 million).

Years later, after countless nights in hotels from budget chains to five-star establishments, I've noticed something interesting. Those of us who grew up in lower-middle-class households carry certain behaviors with us into these spaces. They're not necessarily bad habits, but they're telling. They reveal a childhood where every pound mattered and waste was practically a sin. I've seen these patterns in myself, in friends from similar backgrounds, and in countless fellow travelers over the years.

On a recent two-week trip to Japan with my fiancé - six cities, six hotels - every stay was gorgeous and perfectly appointed. We wanted for nothing. Except, in most cases, a proper bathroom door. Instead, we spent the better part of two weeks making accidental eye contact through frosted glass and translucent panels while one of us was otherwise occupied. A design choice, apparently. A test of intimacy, definitely.