As reported by Expedia Group, 54% of global travelers expect personalized experiences based on their past behaviors and unique interests. Not just this, 36% of them are willing to pay more for this personalized experience. This study indicates that personalizing your services in the hospitality industry is crucial, or your relevance will slowly fade away.
We know what you’re thinking. Personalizing every guest’s interaction is tedious and time-consuming. But this is where AI comes in to make guest personalization not just possible but also highly scalable.
Advanced AI-driven systems can analyze guest preferences and real-time behaviors to deliver personalized recommendations at every touchpoint. Imagine a booking engine that suggests room types based on a guest’s previous stays and a chatbot that answers inquiries with contextual awareness. All this becomes automated so your staff can focus on high-value interactions.
In this article, we’ll explore how to enable an AI guest journey, the key technologies driving this transformation, and practical strategies for implementing guest personalization AI.
While booking, there are primarily two ways AI personalization distinguishes the guest journey: Dynamic recommendations and Video tours. Let us look at each of these in detail:
Traditionally, travelers had to scroll through static listings to find a suitable hotel for their needs. AI is making this experience not just smooth but also personalized. AI-driven booking engines analyze the user’s past behavior and show them the most relevant accommodations instead of providing the same list to every user.
For example, AI analyzes whether a particular client usually chooses city-view hotels or prefers pet-friendly stays and provides them with the most relevant options.
Marriott International is leveraging AI to redefine guest engagement and event planning. A prime example is its AI-powered search tool on the Homes & Villas website, which helps event planners find the perfect venues more efficiently. Unlike traditional search filters that rely solely on destination and dates, this innovative tool allows users to describe exactly what they want from a vacation in conversational language.
(the below image would be helpful here to understand better.)
Not just this, Marriott’s AI-powered technology is giving event planners real-time insights to enhance decision-making. Instead of relying solely on past experiences, planners can use AI-driven tools to analyze previous events and receive data-backed recommendations on venue layouts and catering choices.
This isn’t all. AI also displays hotel options with real-time pricing adjustments based on the customer’s segment and general demand. For example, a frequent business traveler would be shown loyalty discounts, while frequent family travelers would get to see exclusive package deals. This level of dynamic pricing improves conversions and maximizes revenue for hotels.
Personalizing the hotel listings is one thing, but AI video-powered recommendations simplify picking a hotel. Instead of simply reading that the hotel has spa suites, it provides a virtual tour to engage guests and present a clear picture.
How does this help? Indecisive travelers get a personalized and engaging experience to make decisions faster. Whether they want to see an exact room type, spa services, dining options, or nearby excursions, they get an immersive experience to increase booking confidence.
Imagine a potential guest hesitating to book a stay at your resort. Instead of losing them, you can send an automated yet personalized video featuring a warm welcome from the hotel manager, a special limited-time offer, or a showcase of unique experiences tailored to that guest’s interests. This would nudge the traveler to complete their booking and ensure the guest feels confident about the property.
The check-in experience is the first experience a guest has when they enter the property. Waiting in long queues for their turn immediately negatively influences their outlook. Guest personalization AI is revolutionizing this process in the following ways:
AI eliminates the front desk process by introducing mobile app check-ins and digital room keys. It also combines facial recognition technology that allows guests to simply walk in and verify their identity for instant room access. Why else would a guest need the front desk? To answer their basic queries. AI-powered chatbots present a solution as the guests’ personal assistants whenever needed.
Another problem guests often face is waiting for their room to be ready. AI eliminates this frustration by predicting arrival times based on flight schedules and traffic data. Hotels can then prioritize housekeeping and room allocation for a smooth check-in experience.
Along with a quick check-in, making the guest feel informed is crucial. This is where AI-powered personalized check-in videos come in. They can introduce guests to the basic hotel amenities and answer questions about meal timing and nearby excursions.
For example, a luxury resort can send a personalized check-in video to guests before arrival. The video could include a warm greeting from the hotel manager and a virtual walkthrough of their booked suite. You could highlight upgrades or special services tailored to guests’ preferences, such as spa appointments.
Where personalization truly shines is the guest experience while they are staying at the hotel. Calling the reception for every little query is a thing of the past. Instead, this is where AI-powered videos shine to tailor the experience beforehand. Here are two ways AI can enhance the stay experience:
Once a traveller settles in, they need assistance with multiple things, from adjusting the room temperature to planning the itinerary for the day. AI-driven smart room systems can help travelers adjust room temperature, lighting, and entertainment options within a few clicks, making their stay feel personalized and adding a layer of convenience.
Not just this, AI-powered concierge services can suggest personalized dining options at local attractions and serve as a spontaneous personalized assistant for any need that pops up.
Imagine if you could ensure your guest wakes up to a personalized message from the hotel manager showcasing exclusive discounts and private excursions.
AI makes this possible by analyzing user interaction and providing personalized deals. Whether your guest has enquired about local tours or set a particular dietary preference, AI makes it possible to serve the guests with personalized options and drive higher engagement.
Rather than flipping through a static hotel directory, guests can access AI-powered video guides directly from their in-room TV or mobile app. These dynamic videos can showcase the following:
For example, a luxury resort sends guests personalized video recommendations featuring on-site activities. If a guest is interested in wellness activities, they might receive a short video tour of the spa. This video highlights signature treatments and a special limited-time discount. Similarly, for adventure seekers, a dynamic video preview of water sports or guided hiking tours could encourage immediate bookings.
A guest’s journey with your hotel doesn’t end at checkout—it’s just the beginning of a lasting relationship. Strengthening this connection is key, as higher retention rates not only foster loyalty but also save valuable time and money that would otherwise go into acquiring new customers.
This is where AI makes a difference. By personalizing post-stay engagement, AI ensures your messages feel relevant and thoughtful rather than just another generic promotion, keeping guests connected and eager to return.
Generic post-stay surveys are often ignored. AI-powered surveys enhance the feedback process by personalizing questions based on a guest’s stay experience.
For example, if a guest used the spa but didn’t visit the restaurant, AI could tailor survey questions accordingly. This makes feedback collection more relevant and insightful. You could also use this opportunity to ask your guest for a video testimonial that you could use later.
AI can also ensure guests get personalized follow-ups and loyalty offers. Instead of a generic ‘Thank you for your stay’ message, you can send an AI-powered personalized video. This is your chance to also provide a loyalty return offer or simply an upgrade on their next visit.
The hotel can send a tailored response if a guest mentions a minor issue. This could be a note of apology or perhaps offering a discount on their next stay. This attentiveness to their experience directly boosts guest loyalty. Hotels can use AI to analyze guests’ preferences and frequency and send them personalized offers that lead to maximum conversions when sending loyalty offers. These offers could include:
For example, you can send a personalized video to your guest after their stay with you. In this video, you could simply thank them for their stay and present customized loyalty discounts for their next stay.
Guest personalization AI is transforming the guest journey from the booking stage to the post-stay interaction. It makes user interaction smoother and more personalized. Not just this, AI-powered chatbots empower users to resolve their queries themselves and eliminate the need to stay on hold on a phone call.
However, the real game changer in the hospitality industry is AI-powered videos for guest interactions and hotel tours. These transform static listings and amenities into immersive and engaging experiences. Whether it’s a personalized welcome video, tailored stay recommendations, or a heartfelt post-stay thank-you message, the video makes every interaction more effective.
This is where Hippo Video comes in to ensure that curating personalized AI-powered videos is swift and seamless for you, that too at scale. Hotels can instantly convert text-based content into engaging, professional-quality videos with Hippo Video’s Text-to-Video AI. This is perfect for sending personalized booking confirmations, check-in instructions, or promotional messages without needing a video production team.
You can also use the Hippo Video AI Avatar Video Generator to create engaging videos with lifelike, dynamic 3D avatars. Lastly, you can use Hippo’s AI to overcome writer’s block, auto-generate video descriptions, and enhance viewer experience.
1. How is AI used in the hospitality industry?
AI helps personalize guest experiences by analyzing their past stays and preferences to deliver a seamless experience. AI-based chatbots and videos can also make user interaction simpler and more accessible.
2. How to personalize guest experience in the hotel industry?
Hotels can use AI chatbots and videos to personalize the guest experience. For example, they can send personalized welcome messages, and post-stay offers to provide a unique experience.
3. How can hotels use AI to boost guest bookings?
AI analyzes guests’ behavior and past interactions to provide them with the best-suited offerings instead of a static list. Hotels can also use AI videos to showcase the property experience in an immersive and engaging format for maximum conversions.
4. How can technology be used to enhance post-stay engagement?
AI-based surveys prompt follow-up questions based on the guest’s reply to make the feedback collection more impactful. Additionally, it can analyze guests’ activities and engagement during their stay to offer personalized deals to boost rebookings.
5. How can AI improve the check-in experience?
To enhance the check-in experience, hotels can create personalized welcome messages and set up self-check-in options through mobile apps. They can also use AI-generated videos to answer guest queries and smooth the check-in experience.
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