Guest Experience with AI

67% of travellers are already using artificial intelligence to plan their entire trip. From the hotel to the activities, and even restaurants.

In fact, this percentage continues to grow. According to the latest industry studies, this trend is increasingly common among travellers aged 25 to 45, the segment with the highest purchasing power and travel frequency.

Therefore, the current question for the hotel industry is not whether AI is changing the way people travel, but rather, is your hotel ready to take advantage of this opportunity?

Most hotels are not.

For the guest, asking the hotel directly has become a last-resort resource, used almost when there is no other option. The reception desk, once the centre of the experience, has become just another place within a journey that the guest has already planned in great detail from their phone.

This change in guest habits directly affects the hotel, as it loses control of the guest experience. It no longer knows the guest’s real desires and needs and, above all, it loses upselling and cross-selling opportunities.

Revenue that was once part of the experience, such as a dinner at the restaurant, a massage, an excursion recommended at reception, among others, is now looked for on external platforms that capture the guest before they even arrive at the hotel.

This is not because the hotel has no value to offer, but because the modern guest no longer searches the hotel’s website nor bothers to ask at reception. They search on platforms, social media and independent chatbots, among others.

But the real guest journey of 2026 does not have to be like this.

Travellers still want unique, personalised experiences, only now they want to obtain them instantly, without waiting, and with personalised recommendations that truly interest them. The guest has not lost the desire to connect with the destination, they have simply changed the channel through which they do so.

The opportunity for the hotel is not to fight against this reality, but to be present within it. Adapting does not mean giving up the essence of hotel service, it means offering it while taking into account the changes in guest habits.

This is where Nite AI comes in. It is not just another chatbot. It is a complete platform that centralises customer service, sales and operations in a single place, accessible from the guest’s mobile phone without the need to download an app.

With NITE AI, the hotel can once again be present for the guest from the very first moment:

• Before the trip: the guest receives personalised recommendations, and can book early check-in, upgrades or additional services.
• During the stay: a virtual assistant for hotels that answers questions, recommends restaurants and activities, and makes reservations in real time.

This way, the hotel manages to be present at all the moments when the guest makes decisions, getting back the leading role that corresponds to them within the travel experience.

Your hotel can be a passive actor, a place where the guest only sleeps, or it can become the pillar of their travel experience, offering value before, during and after the stay.

Nite AI is already built for that.

Source: Eurostat · Tourism Statistics · 2024