Hotels struggle to scale personalization efforts

Today's guests are looking for consistent and authentic interactions across all hotel experiences, beyond basic email and website interactions

One of the biggest challenges in meeting guest expectations for personalization comes from its varying interpretations. The term "hyper-personalization" means different things to different people, and hotels often measure their personalization success using different metrics.

Key takeaways

• True personalization means blending customized interactions across digital platforms and onsite experiences to improve guest service, foster emotional connections, and drive loyalty and repeat bookings.
• Successful omnichannel personalization goes beyond simply collecting data; it requires transforming that data into actionable insights.
• By gathering real-time information about guest preferences across multiple marketing channels, hotels can anticipate key moments and engagement opportunities with their audience.

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