A Higher Bar, Set by Guest

The bar for hospitality has shifted. International travel reached an all-time high in 2025, with more than a billion travelers spending more than a trillion dollars globally. At the same time,the amount spent on experiences—including meetings, events, food and beverage, spa services, and retail—is growing faster than room revenue. The properties that are pulling ahead are turning every touchpoint, from the reservation page to checkout process, into one connected, intelligent experience.

Are You Ready for What Guests Now Expect?

Today’s guests, planners, and operators arrive with expectations that many legacy property infrastructures were never designed to support. They expect the guest room, ballroom, spa, rooftop bar, and mobile app to function as one connected experience—and they evaluate the property accordingly.

At the same time, guests, planners, owners, and regulators are all expecting more from the property. Connectivity must feel invisible. Meetings must function in hybrid-first environments. Energy usage and ESG reporting must be measurable and auditable. Cybersecurity and fraud defenses must withstand a near-constant attacks. Finally, everything must be managed by leaner teams across larger property portfolios—with stronger operational visibility and clearer evidence behind decisions.

92% of travelers expect fast, reliable Wi-Fi and roughly 1/3 of negative reviews cite connectivity issues.
65% of event planners now prioritize hybrid capabilities, 72% prefer flexible venues, and 93% rate sustainability as critical to venue selection.
52% of customers expect generative AI-powered customer interactions, while 44% specifically expect AI-driven guest engagement (Deloitte).
58% of North American hotels experienced five or more cyberattack attempts (VikingCloud, 2025).
HVAC systems account for roughly half of hotel energy use, often costing $2,000–$3,500 per room per year.

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A 1% increase in a hotel’s online reputation drives up to a 0.89% lift in ADR, 0.54% increase in occupancy, and 1.42% increase in RevPAR.”

Cornell School of Hotel Administration,
The Impact of Social Media on Lodging Performance