After more than twenty years working with hotel technology stacks, I’ve come to a fairly settled view on how most hotels lose money on systems. It’s not the cost of the software. It’s the cost of the gaps between the software….
Hospitality CRM Explained: How Hotels Can Own Guest Data (2026)
After more than 20 years in hospitality technology, I’ve seen the term “CRM” used to describe everything from email tools to loyalty programmes. Most of the time, it describes none of them accurately. And in 2026, that confusion is no longer…
How CRM + AI Increases Hotel Repeat Bookings: A Retention Strategy That Actually Works
After more than 20 years in hospitality technology and revenue management, I’ve seen hotels spend aggressively to acquire new guests, and almost nothing to bring them back. In 2026, that’s not just inefficient. It’s one of the most expensive mistakes a…
First-Party Data vs OTA Data: Who Really Owns Your Guests?
After more than 20 years in hospitality technology and digital marketing, I can tell you this: One of the most expensive misunderstandings in the hotel industry is the belief that OTA guest data belongs to the hotel. It doesn’t. It never…
Why Guest Data Is More Valuable Than Occupancy for Hotels
After more than twenty years working in hotel revenue management, I’ve seen one metric dominate almost every management meeting: occupancy. It gets debated, defended, and chased. But the hotels actually increasing profitability in 2026 are not the ones with the highest…