Michael Levie Says Hotels' Real Problem Is Humans Acting Like Robots, AI Visibility Tools Multiply at HITEC, Wellness Economy Hits $6.8T
Monday opened HITEC week with citizenM co-founder Michael Levie flipping the automation debate on its head, a wave of AI visibility and infrastructure launches from vendors arriving in San Antonio, and fresh data putting the wellness economy at $6.8 trillion. A commercial AI framework from HSMAI and a sharp argument that AI is a capability to build rather than a product to buy rounded out a dense content day.
Demystifying AI for Hospitality: A Commercial Framework
HSMAI's AI Advisory Board outlines a three-pillar commercial framework covering AI-driven distribution, direct channel personalization, and unified data architecture for hospitality operators.
Latest
Non-negotiable guests safety
Andrew Evans of Keystep Solutions leads a roundtable discussion in Stratford-Upon-Avon where hoteliers share protocols for keeping guests safe following a high-profile Travelodge incident.
Human-centered hospitality through experiential and social design
Opinion piece arguing that hospitality's future lies in intentionally designed social spaces and multi-sensory experiences that foster human connection, local authenticity, and a sense of belonging.
When Humans Act Like Robots: Michael Levie on citizenM and the Reverse Uncanny Valley
citizenM co-founder Michael Levie argues hospitality's real problem is humans behaving like robots, and that automation should free staff for genuine human moments, not replace them.
Recent Appointments
View AllMarriott International and CG Hospitality Global Sign Multi-Unit Agreement to Open Three Properties across India and Nepal
Marriott and CG Hospitality Global signed a deal for three properties: Ritz-Carlton Kathmandu, Westin Kathmandu, and JW Marriott Siliguri, adding ~450 keys and targeting a 2031 opening.
From Relief to Resilience: Marriott International’s Commitment to Students and Families in the Wake of Los Angeles Wildfires
Marriott International details its Los Angeles wildfire response, including 12,000 meals distributed, $245,000 in associate relief, and $1M in donated goods, alongside ongoing community celebrations for displaced and unhoused students.
Kenya Boosts Africa's Tourism Growth, Emerging as a Leading Sustainable Tourism Powerhouse
WTTC's 2026 Economic Impact Research shows Kenya's T&T sector contributed $12.7B (9.3% of GDP) in 2025, while Africa's sector hit $228B and is forecast to grow 5.4% in 2026.
NOW OPEN: An Oasis of Wellness at the All-New Four Seasons Resort and Residences AMAALA at Triple Bay
Set along the pristine shoreline of a sheltered bay with the majestic mountains of the Tabuk region in the distance, the all-new Four Seasons Resort and Residences AMAALA at Triple Bay is now open. Grounded in an ethos of purpose-driven wellness, the experience pairs an advanced approach to complete wellbeing with the intuitive care for which Four Seasons is known, in an ultra-luxury setting carefully designed with the most discerning travellers in mind.
Two Tools That Turn an RMS Evaluation Into a Final Decision
A practical guide for hoteliers on using a structured RFP and implementation checklist to compare RMS vendors objectively and avoid post-contract surprises.
Supplier News
View allCendyn unveils AI-native infrastructure tackling hotels’ invisibility cliff
Cendyn's Wayfinder platform monitors hotel visibility across AI models like ChatGPT, Gemini, and Perplexity, scoring GEO health and flagging content drift to protect direct bookings.
Keycafe Brings Automated Hotel Key Management to HITEC 2026 with New Mews and Cloudbeds Integrations
Keycafe will demo automated key management at HITEC 2026 in San Antonio, including a live Mews PMS integration and early access preview of a Cloudbeds integration for contactless, reservation-triggered key access.
Canary Technologies Launches Agentic Sales Coordinator for Hotel Group and Event Sales
Canary Technologies' new Agentic Sales Coordinator autonomously handles hotel group and event sales workflows from first inquiry to confirmed booking, debuting at HITEC 2026 in San Antonio.
Cloudbeds and Tripleseat Partner to Drive Efficiency and Revenue Across Group and Event Bookings
Cloudbeds and Tripleseat have launched a two-way integration connecting event sales with Cloudbeds' new Groups Events module to automate group workflows and reduce manual data entry for hotel teams.
Shiji’s Daylight PMS Expands Across 449 Cities and 36 Countries with Full Fiscal Compliance
Shiji's Daylight PMS has expanded to 449 cities across 36 countries, with clients including Langham, Peninsula Hotels, and MGM Grand Paradise, positioning itself as a cloud-native PMS for luxury and enterprise hotel groups.
Shiji Enhances Book&Pay Marketplace to Accelerate Connectivity Between Global Supply and Corporate Travel Demand in Greater China
Shiji's Book&Pay marketplace upgrade connects 290,000+ hotel properties with China corporate travel channels including Ctrip and Meituan, adding automated bookings, cross-border payments, and digital invoicing.
Actabl Introduces Altitude, AI That Gives Hotel Executives Answers They Can Trust in Seconds
Actabl's new AI product Altitude lets hotel portfolio executives query financial and operational data in plain language, with sourced, deterministic answers built on data from 14,000+ properties.
dailypoint™ introduces MCP support and Zapier integration to bring hotel guest intelligence into AI assistants and automated workflows
dailypoint adds MCP support for AI assistants like ChatGPT and Claude, plus Zapier integration connecting to 9,200+ apps, to bring guest intelligence into hotel workflows without manual development effort.
NIQ and AHLA reveal scale of beverage growth opportunities in U.S. hotels
NIQ and AHLA's Hotel Beverage Study 2026, based on 5,000 U.S. hotel visitors, finds soft drinks lead purchase intent at 47%, with domestic travel growth expanding supplier opportunities.
Tempo by Hilton Expands Nashville Presence with New Midtown Opening
Hilton celebrates the opening of Tempo by Hilton Nashville Midtown, marking the brand’s second hotel in Nashville. Developed in partnership with Vision Hospitality Group, the 161-room lifestyle hotel brings Tempo’s signature blend of design, well-being and productivity-focused amenities to the city’s vibrant Midtown district.
The Wellness Economy: Definition, Size, and What's Driving Its Growth
The wellness economy reached $6.8 trillion in 2024 and is forecast to hit $9.8 trillion by 2029, with wellness tourism among the fastest-growing sectors and direct implications for hotel strategy.
AI is not a product you buy – it's a capability you build
Mews Senior PM Madeline Bushbeck argues that widespread AI adoption statistics mask a deeper problem: most hotels run generic, off-the-shelf AI tools that don't understand their specific operations.
Your Training Manager Just Became a Developer
The article argues that AI "vibe coding" tools let hotel training managers build adaptive, personalized training apps for as little as $25/month, addressing a turnover crisis costing operators nearly $6,000 per replaced employee.
Smart Savings in Hotel Procurement: A Guide for F&B and Housekeeping
A practical guide to cutting hotel procurement costs across F&B and housekeeping, with real-world examples showing savings from GPOs, inventory tech, waste reduction, and standardized supply systems.
Hilton Accelerates Luxury Growth in Japan with Signing of Conrad Kobe
Hilton (NYSE: HLT) today announced an agreement with ORIX Real Estate Corporation to bring the Conrad Hotels & Resorts brand to Kobe, Hyogo prefecture. The hotel will be jointly developed by a consortium led by ORIX Real Estate Corporation, comprising six other companies as part of the Kobe City Hall Building No. 2 redevelopment project. Scheduled to open in 2030, the hotel will be managed by Hilton and marks the company’s entry into Hyogo prefecture.
In Robots We Trust - or do we?
Drawing on HRI researcher Helen Hastie's live robot trials, the article identifies five trust principles hoteliers must apply when deploying robots: calibration, graceful failure, transparency, appropriate form, and genuine utility.
Design the Experience Before the Building: Alina Hernandez on Experience as Infrastructure
Alina Hernandez argues that experience design must precede physical construction, with co-creation from guests and staff replacing assumption-driven decisions to avoid costly retrofits.
AAHOA Central Midwest Conference Highlights Hospitality Trends in Oklahoma City
The Oklahoma City event covered rising ADA demand letter activity in mid-size markets and a stabilizing U.S. lodging transaction market, with deal flow expected to pick up in H2 2026.