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What 67% Of Guests Say About Hotel Products or Service Recommendations – By John Smallwood, President Travel Outlook – Image Credit Travel Outlook
Why AI Still Struggles to Personalize – And Why That Matters in Hospitality
In the race to automate, the hospitality industry has embraced artificial intelligence to solve some of its biggest challenges — staffing shortages, rising costs, and growing guest expectations. But as hotels adopt tools like voice bots, chat interfaces, and automated guest messaging, many are discovering that AI’s biggest weakness isn’t speed, language skills, or availability — it is personalization.
The promise of AI in hospitality hinges on its ability to offer guests a seamless experience — quick answers, easy check-ins, and 24/7 support. But when that support feels cold, generic, or scripted, the result is often frustration, not satisfaction.
A growing body of research confirms what many hoteliers already suspect: AI may know a lot about your guests, but it still doesn’t know them.
Generic Doesn’t Cut It Anymore
According to McKinsey, 71% of consumers now expect companies to deliver personalized interactions. And 76% say they get frustrated when it doesn’t happen. That frustration matters because personalization isn’t just about convenience anymore; it’s about connection. In hospitality, where guest experience is everything, failure to deliver personalized service can cost more than just a poor review — it can cost loyalty.
Guests don’t just want the right room or a timely check-in. They want their birthday remembered, their favorite wine recommended, and their prior preferences acknowledged. However, AI systems that rely on limited scripts or data points often fail to deliver. As Forbes Tech Council noted, AI-generated interactions often feel inauthentic because the technology lacks context. It may know your name, your room type, and your loyalty status, but it doesn’t know how your last trip went or that you just got engaged.
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Most hospitality-focused AI systems are built around structured inputs such as reservation details, booking history, and profile information. However, they often miss the intangible context that real service staff pick up on immediately: tone, mood, urgency, and emotional subtext. That’s why a guest asking about late check-in after a long flight might get a technically correct but emotionally tone-deaf response like, “Our check-in policy begins at 3 PM.” They needed empathy. They needed to hear, “Of course—we’ll hold the room and get you settled as soon as you arrive.”
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AI isn’t inherently cold, but it is intrinsically limited. As BuiltIn points out, the problem isn’t that AI can’t gather data; it lacks a framework for empathy. The result? Interactions that are technically efficient but emotionally unsatisfying.
The Risk of Over-Automation
When automation becomes the frontline of guest interaction, poor personalization can backfire quickly. Frustrated guests often escalate to human staff, increasing the workload AI was supposed to reduce. Worse, they may abandon the interaction entirely leading to missed bookings, lost upsell opportunities, or poor brand perception.
In an era where 67% of guests say they want relevant product or service recommendations, and 61% want brands to recognize their personal milestones, the inability to personalize isn’t just a flaw — it’s a liability.
That doesn’t mean AI doesn’t have a place. It just means that personalization can’t be an afterthought.
What Personalization Should Look Like
Personalization in hospitality isn’t just inserting a guest’s name into an email or remembering their last stay. It’s about adapting service in real time to meet emotional and contextual needs. It’s a late checkout offered before they ask. A room upgrade recommended based on their travel history. A multilingual response when the guest struggles to communicate.
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While many AI systems fall short, some are pushing the limits of what’s possible. Travel Outlook’s Annette, The Virtual Agent™ (Annette) was designed with advanced natural language processing (NLP) to allow for more context-aware interactions. Annette doesn’t just answer questions, she listens, learns, and adapts. When a guest sounds distressed or an issue falls outside of routine parameters, Annette is designed to escalate the interaction to a human agent without friction. That’s personalization, too — knowing when not to fake it.
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The Path Forward: Smarter AI, Stronger Teams
The truth is that AI isn’t going to replace hospitality professionals; instead, it will work alongside them. But for that partnership to work, AI systems must evolve beyond scripted automation and enable real personalization at scale.
That means:
– Collecting richer guest data across interactions—not just bookings.
– Integrating with property systems to reflect real-time guest activity.
– Using sentiment analysis to adjust tone and responses dynamically.
– Knowing when to escalate to a human — not as a last resort, but as part of the designed experience.
In short, AI should enhance, not replace the emotional intelligence that’s core to hospitality.
The Takeaway
The gap between what AI can do and what guests expect it to do is still too wide. Personalization remains the biggest blind spot in AI-driven hospitality tech, and as expectations grow, that gap is only becoming more visible.
It’s not enough for AI to be fast. Or available. Or multilingual. If it can’t treat guests like individuals or recognize their needs, moods, and milestones then it’s not delivering on the promise of hospitality. For AI to thrive in this industry, it needs to do more than automate. It needs to understand.
For more information on how Travel Outlook and Annette, the Virtual Hotel Agent™ can transform your hotel’s operations, visit TravelOutlook.com/Annette today.
About John Smallwood, President of Travel Outlook
A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years. After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution. His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center. More recently, he has branched out with the creation of Annette, the first AI-powered conversational AI assistant for the hotel industry.
About Travel Outlook the Premier Hotel Call Center™
Travel Outlook is an innovative, custom off-site central reservations office (CRO) service that serves as either a primary or overflow reservations department for hotels. Travel Outlook utilizes industry-leading talent combined with hospitality-specific AI-powered technology (Annette, The Virtual Hotel Agent™) to enhance customers’ voice channels and increase conversion rates.
Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and the tools used to measure performance – Travel Outlook, the premier hotel call center™ is the leading voice reservations team in hospitality. Travel Outlook’s valued client list includes Viceroy Hotel Group, Curator Hotels and Resorts, Outrigger, KSL Resorts, Proper Hospitality Group, Atlantis, The Irvine Company, Sage Hospitality, Noble House Hotels, HEI Hotels, Pyramid Global, and many others. Travel Outlook’s team and approach increases sales conversion and helps to create more effective voice communication between hotels and their guests, resulting in improved social scores in addition to increased voice channel revenue.
https://traveloutlook.com/
About Annette, The Virtual Hotel Agent™
Annette is a guest-led conversational AI assistant designed specifically for the hospitality industry. Annette has been programmed using a breakthrough approach to conversational AI, using natural language understanding software built from human conversations. Using social media, chat forums, and movie dialogue, Annette learns from billions of casual human conversations to understand human inflections and multi-turn queries. This revolutionary approach means Annette understands callers no matter what they say, when they say it, or how they speak. Annette can answer FAQs specific to your property, understand multiple languages, route calls, send follow up texts, and more. For more information, visit https://traveloutlook.com/annette/
