What's Happening?
The 2026 Hospitality Industry Outlook report by Mews highlights significant transformations expected in the hotel industry due to artificial intelligence (AI). The report forecasts that by 2035, most hotel interactions, from discovery to booking, will be managed through AI, with a substantial portion of back-office tasks automated. It emphasizes that 2026 will be a pivotal year for hotels to adapt their systems, data, and teams to meet evolving guest expectations and leverage AI effectively. Key transformations include AI streamlining the search and booking process, potentially allowing hotels to reclaim guest relationships from Online Travel Agencies (OTAs) through direct channels. AI is also expected to take over routine tasks in guest communications
and housekeeping, improving efficiency. The report suggests that as transactional processes become automated, staff roles will need to focus more on soft skills like empathy and brand storytelling.
Why It's Important?
The integration of AI in the hotel industry is crucial as it promises to enhance operational efficiency and improve guest experiences. By adopting AI, hotels can streamline processes, reduce reliance on OTAs, and potentially increase direct bookings, which can lead to higher profit margins. The shift towards AI-driven operations also means that hotels need to invest in technology and staff training to remain competitive. Those that fail to adapt may struggle to meet the expectations of tech-savvy guests, risking a loss of market share. The report serves as a roadmap for hotels to prepare for these changes, highlighting the importance of AI readiness in maintaining a competitive edge in the evolving hospitality landscape.
What's Next?
Hotels are encouraged to follow a four-step AI readiness checklist provided in the report. This includes assessing their tech stack and data for better integration, ensuring content is AI-ready, running supervised AI pilot projects, and building governance and team buy-in. Establishing cross-functional teams and training staff on new AI-enhanced workflows is essential to maintain personalized service. As AI capabilities advance, hotels that proactively embrace these changes will likely gain a competitive edge. The report's insights are based on a Delphi-inspired research method involving experts from various sectors, providing a comprehensive view of upcoming trends in AI-driven hotel operations.
