Marketing & Guest Loyalty

Artificial Intelligence (AI) is no longer a futuristic concept in the hospitality industry. It’s a powerful force shaping how hotels attract, engage, and retain guests today. From predictive pricing to generative content, AI is driving a new wave of digital marketing innovation that can directly impact a hotel’s bottom line. For hospitality leaders who want to stay competitive, understanding and leveraging AI tools is no longer optional; it’s essential.

In the lead up to the Future Hospitality Summit Saudi Arabia 2025 taking place in Riyadh next week, we asked several industry partners about the opportunities they see for the hospitaliy industry in the Kingdom of Saudi Arabia in 2025 and beyond.

Hospitality technology balances tradition with innovation - personal service with digital efficiency. Ryan Hamilton, co-founder of SalesAndCatering.com, represents a different approach to tech leadership.

I’m going to start this article with a theme I’ve preached for years: When it comes to customer service and experience, our customers no longer compare us just to our competitors. Their mental benchmark, whether they know it or not, comes from the best experience they have had from any company or brand. It’s companies like Amazon, Apple, Costco, Chick-fil-A, and others that excel in providing an experience that gets customers to come back, that become our customers’ standard for service. When they have anything other than a positive experience, they may say something like, “Why can’t they be as good as _____?” (Fill in the blank with their favorite company.)

Exactly one week ago, we had the pleasure of attending Mews Unfold 2025 in Amsterdam. Now in its sixth edition, Unfold has grown into one of the most anticipated hospitality events in Europe, drawing over 700 hoteliers, tech partners, and innovators from around the world. What began in a single room just a few years ago has evolved into a multi-floor experience, full of energy, insight, and meaningful connection.

Picture the scene: an international guest is on your website, ready to book a room. But they’re staring at a total in your hotel’s local currency, and they don’t understand it. Confused, they hesitate. Some abandon the booking, while others proceed, only to face surprise conversion charges from their bank. It’s an experience no guest wants, and one that costs hotels in terms of lost revenue through conversion fees, or worse, lost business.

The French hospitality industry is at a crossroads. Between stricter regulations, rising operational costs, and increasing guest demands, hotels across France are under pressure to evolve. At FHT Paris 2025, industry leaders gathered to explore how Digital Transformation is transforming hospitality operations, moving beyond buzzwords and into real-world impact.

Walk into any hotel today, and the front desk will likely greet you with a smile and a stack of paperwork. But increasingly, that ritual is being replaced by something very different: a seamless interaction powered by biometrics. It begs the question: are we witnessing the end of the traditional front desk?

I’m writing this from a quiet table at Fowlscombe Farm in the English countryside - a place where hospitality is grounded in land and place. The historical buildings are restored with care. The food is grown on-site. Nothing is rushed or wasted. Everything feels considered.

In the lead up to the Future Hospitality Summit Saudi Arabia 2025 taking place in Riyadh next week, we asked several industry partners about the opportunities they see for the hospitaliy industry in the Kingdom of Saudi Arabia in 2025 and beyond.