AI-driven personalization in hospitality

AI is no longer a future trend - it’s here, and hotels must act now to harness its potential for delivering next-level guest experiences

Personalization has always been a cornerstone of great hospitality, but in 2025, delivering it at scale is crucial for hotels to stay competitive. With evolving guest expectations, AI is emerging as the key to understanding preferences, anticipating needs, and tailoring every interaction. Hotels that fail to integrate AI risk falling behind. Here’s how AI is transforming personalization in the industry:

Key takeaways

• Your website as an AI gateway: AI crawlers are reshaping online discovery. Hotels must ensure their websites are optimized for AI indexing, moving beyond traditional SEO to accommodate new AI search behaviors;
• Social media: More Than Just Marketing – Platforms like short-video apps are evolving from inspiration hubs to direct booking channels. Hotels should shift marketing budgets to leverage AI-driven audience segmentation and automated engagement;
• AI-powered messaging agents: Generative AI agents are revolutionizing guest communication, enabling real-time responses, seamless service, and even direct room bookings via messaging platforms.

Get the full story at Hospitality.Net