Category: Recent News

The hospitality industry has always been about one thing: making people feel welcome. But in 2026, “welcome” looks a little different than it did even five years ago. Today, it’s not just about offering a comfortable bed and a continental breakfast—it’s about creating experiences that are inclusive, personalized, and built for the modern traveler.

During our customer service workshops, we do an exercise we call the Moment of Misery™ Grid. The short version is that participants are asked to write down all the complaints they hear and how often they hear them. We then list them in order, with the most common complaints at the top.

After years of rapid digital acceleration, infrastructure now constrains innovation more than imagination does. At the same time, the promise of artificial intelligence, automation, and hyper-personalisation has collided with an uncomfortable reality: many hotel technology environments can no longer support modern demands.

DoubleTree by Hilton London West End – the 4-star hotel in the heart of the London heritage district of Bloomsbury – has unveiled the final stage of a £4 million refurbishment project. The project features the addition of 14 contemporary rooms, including two new Duplex Suites, along with a fully redesigned lobby and ground floor restaurant.

DoubleTree by Hilton London West End – the 4-star hotel in the heart of the London heritage district of Bloomsbury – has unveiled the final stage of a £4 million refurbishment project. The project features the addition of 14 contemporary rooms, including two new Duplex Suites, along with a fully redesigned lobby and ground floor restaurant.

Travelers are increasingly using conversational AI to plan trips, but closer to booking, they often rely on traditional Google search and trusted websites.

As European hotel markets move into a more complex phase of the cycle, Duetto and HotStats will be on-site at FITUR 2026 (taking place January 21–25 at IFEMA Madrid) to reframe the industry conversation — shifting focus from top-line growth alone to sustainable profitability across the entire hotel P&L.

The complexity introduced by digital platforms, cloud, and digitised systems, isn’t a sign of failure or lack of planning. It comes down to how platforms have struggled to keep pace with the speed at which business operations are changing. The converging forces of AI disruption, the volatility of global economies, geopolitical shifts and increased pressures on the regulatory and environmental fronts are forcing companies into a state of continuous reinvention. Over the past two years, enterprise leaders aren’t asking whether cloud and AI matter, but rather what they can implement that will reduce friction across the business while still keeping it ahead.

You have approved every request for new sales automation systems, because salespeople report being overwhelmed with inbound leads. Now RFPs are responded to promptly, just like all those hotel technology salespeople said was the number one way to close more bookings. You’ve added AI-powered drip campaigns so that all buyers receive so-called “personalized” follow-ups.

Quiet luxury in hospitality is rarely defined by what guests notice immediately. Instead, it reveals itself in how smoothly experiences unfold, particularly in the transitions between spaces. Moving from a suite to a meeting room, through landscaped gardens, and on to a restaurant should feel intuitive, uninterrupted, and considered.