Hyatt Cuts 30% of its U.S. Customer Service Staff
Hyatt didn't say if AI tools would be used to replace the employees, but hotels are increasingly turning to AI to handle customer service and back-office tasks.
Sean O’Neill is Skift’s Senior Hospitality Editor. Sean’s forte is reporting, and he’s broken multiple hotel industry scoops. He has also conducted 1:1 interviews on stage with the CEOs of Marriott, Hilton, IHG, Hyatt, and Wyndham.
Best Western Parent CEO Pushes Global Growth to Challenge Bigger Rivals
BWH Hotels, the folks who run Best Western and 17 other brands, added nearly 100 hotels in the first half of 2025. CEO Larry Cuculic argues that not being a public company gives the group an edge.
Kill the Front Desk: CitizenM CEO Says Marriott Backs Its Tech and AI Vision
The boutique hotel that figured out how to make tiny rooms feel luxurious is about to find out if corporate ownership kills cool. CitizenM's CEO Lennert De Jong believes Marriott's approach to tech and service are very promising.
Record 72 Million Americans Set to Travel for Fourth of July
The prediction feels somewhat optimistic given recent trends. But travelers continue to benefit from lower gas prices and have mostly continued to spend despite economic uncertainty.
U.S. Hotels Brace for Immigration Crackdowns as Worker Shortage Looms
Hotels may face a labor crisis as ICE enforcement tightens. The industry is reviewing how it complies with complex laws and recent changes to work authorizations.
Resorts World Las Vegas Debuts Room Keys in Apple Wallet, No App Needed — Exclusive
Digital room keys have been around for years, but the catch has been that guests have to download a hotel's app to make them work. So some hoteliers are hoping to simplify things.
U.S. Tourism Slide Continued in May, Canadians Stayed Away
We’d been hearing CEOs talk about stabilization in travel trends. But the declines in visits from key markets — Canada, Germany — show that it will take time to repair strained relationships.
Marriott Turns App and Hotel TVs Into Revenue Stream With New Ad Network
Brands like Visa and Gatorade have begun advertising across Marriott's many screens. Its booking app? Ads. Your hotel room TV? Ads. The Wi-Fi login page? More ads.
Wyndham’s New Ad Blitz: 25 Brands, 1 Message
The world's largest hotel franchisor wants its guests to think "I am a Wyndham person" rather than "I am a Super 8 person who sometimes stays at other random hotels."
Hotels Shrug Off Airbnb’s Push Into Experiences – But They Still Need to Compete
Airbnb’s relaunch of its Experiences platform and new offering of hotel-style à la carte services might pressure hoteliers. But so far, many hotel execs seem unfazed.