By Milos Zikic, CEO of LasoExperience - 3.12.2025
Today’s travelers aren’t just booking rooms; they’re seeking uniquely tailored experiences. For large hotel brands, delivering personalized guest experiences at scale is both a challenge and a competitive necessity. Today’s travelers expect more than just a comfortable stay—they want seamless, curated experiences that feel uniquely tailored to them. But how can hotel groups achieve this level of personalization while managing thousands—sometimes millions—of guest interactions across multiple properties?
The answer lies in leveraging AI-driven automation and a hospitality-centric Customer Data Platform (CDP) to unify guest data, predict preferences, and activate personalized engagements at the perfect moment.
What if you could understand each guest, predict their preferences, and deliver precisely what they desire, from pre-arrival to post-stay? This is the promise of a truly intelligent guest experience platform.
From Data to Action: A Unified Guest Profile
One of the biggest roadblocks to personalized engagement at scale is fragmented guest data. Legacy systems, disparate databases, and manual processes make it difficult to get a clear, actionable view of each guest.
Solving this problem means centralizing guest insights into a dynamic, real-time profile that evolves with every interaction.
What This Means for Hotel Marketing Executives:
- 360° Guest Understanding: Go beyond basic demographics and capture booking patterns, past preferences, on-property behaviors, and engagement history across all touchpoints.
- Actionable Data in Real Time: No more static reports—your team gets live updates on arrivals, special requests, and revenue opportunities as they happen.
- Seamless Integration: Connect effortlessly with your PMS, CRM, and existing loyalty platforms, ensuring consistency without disrupting operations.
AI-Driven Marketing Automation
Traditional hotel marketing often relies on static, one-size-fits-all campaigns that fail to engage guests in a meaningful way. AI changes the game by enabling real-time, behavior-driven messaging that adapts to each guest’s journey.
Just-in-Time Activation: Deliver personalized offers at the most relevant moment (e.g., a room upgrade suggestion right before check-in, or a spa discount after a long-haul flight).
Short-Form, High-Impact Messaging: AI-driven SMS and app notifications cut through the noise, increasing engagement and conversion rates.
This makes it easy for guests to discover and book curated experiences, dining options, and amenities that resonate with their interests, driving greater engagement and revenue. Whether it’s local tours, spa treatments, or that bottle of wine they enjoyed on their last visit, it’s important to deliver what each guest wants in an intuitive way.
Personalized Recommendations: From dining to in-room experiences, guests receive curated offers based on their preferences and past stays.
Measurable Results: More Than Just Data
The impact of Guest Engagement platform is clear, with benefits that directly affect your bottom line:
- Increased Ancillary Revenue: Personalized offers and strategic upselling increase average ancillary revenues by 35%, with spas and upgrades as major contributors.
- Enhanced Guest Satisfaction: The personalized and seamless experiences translate to a 150% increase in overall guest satisfaction.
- Streamlined Efficiency: The platform’s integration and real-time capabilities save an average of 125 hours monthly at the front desk.
- Significant ROI: Hotels (200 rooms) can expect over $300,000 in additional ancillary revenues, directly improving the bottom line of their operation.
With the right Guest Engagement platform, hotel groups can move beyond reactive guest interactions and deliver truly intelligent, AI-driven hospitality experiences. This isn’t just about AI, it’s about ROI.
From Transactions to Relationships with AI
Loyalty in hospitality is no longer simply about accumulating points; it’s about creating meaningful connections and demonstrating genuine understanding. When guests feel truly seen and valued, they are far more likely to return and become advocates for your brand. The right Guest Engagement platform can help strengthen brand affinity by enabling hotel groups to deliver hyper-personalized interactions at every stage of the guest journey.
- Pre-Stay Personalization: Automated welcome messages that showcase tailored room preferences, exclusive perks, and personalized recommendations, creating excitement and anticipation before arrival.
- On-Property Engagement: AI-driven suggestions and offers, intelligently presented based on real-time guest behavior and preferences, enhancing their experience while they’re with you.
- Post-Stay Retention: Smart, personalized follow-ups that encourage repeat direct bookings, gather valuable feedback, and reinforce the positive memories of their stay.
By consistently delivering relevant, personalized experiences, you transform transactional stays into the foundation for long-term loyalty. This proactive approach not only increases repeat business but also cultivates guest advocacy, driving sustainable growth for your hotel group.
Effortless Scalability for Hotel Brands
Implementing AI-powered guest engagement shouldn’t be a headache. Our Guest Engagement platform, LasoExperience, is built to scale across your entire portfolio, from single properties to hundreds, without disrupting your operations. This is achieved through:
- Enterprise-Grade Infrastructure: Built to handle high-volume guest interactions across thousands of properties.
- Rapid Deployment: Easy integration with existing tech stacks, ensuring minimal disruption.
- Data Security & Compliance: Protects guest data with enterprise-grade security and full compliance with GDPR, CCPA, and other regulations, building trust with your guests.
This robust, secure platform allows you to focus on elevating the guest experience across your brand, confident that your technology can keep pace with your growth.
Takeaways
Fragmented data and generic interactions are holding hotels back from truly understanding their guests. To deliver the personalized experiences modern travelers demand, a solution that unifies guest data and leverages AI-powered automation is essential. This enables hotels to anticipate needs, offer relevant recommendations, and ultimately drive revenue and loyalty by creating a more engaging and tailored guest journey.
Looking ahead, the ability to seamlessly integrate these technologies will be a key differentiator for hotel brands seeking to build lasting customer relationships.
Milos Zikic, CEO of LasoExperience, a leading guest experience platform that helps hotels build meaningful relationships with guests, providing them easy ways to interact with hotels and make their experience more enjoyable from pre-stay to post-stay. His journey as a tech entrepreneur has always been fueled by a passion for innovation and a relentless drive to push the boundaries of what technology can achieve. With LasoExperience, he has channeled his expertise into revolutionizing the guest experience in the hospitality industry. He believes that every interaction a guest has with a hotel should be meaningful, personalized, and seamlessly integrated into their journey. This belief has led to the creation of a platform that not only enhances guest engagement through hyper-personalization but also unlocks new revenue streams for hotels by automating and optimizing the upselling process. By leveraging cutting-edge automation and data-driven insights, LasoExperience empowers hotels to exceed guest expectations while maximizing their revenue potential.
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