News Briefs

The rules of guest loyalty are changing, and hoteliers are changing pace. According to a new survey commissioned by Mews, the industry-leading hospitality cloud, nearly 7 in 10 travelers (68%) now say they'll stay loyal to hotels that deliver standout, personalized experiences – leaving traditional, points-based rewards behind.

This shift in loyalty is unmistakable: among Gen Z, personalization reigns over points (83%) and 71% of high-income earners also prefer experiences tailored to them vs. loyalty points.

“The era of transactional loyalty is over,” says Richard Valtr, Founder of Mews. “Today’s travelers want genuine recognition - the kind that comes from truly understanding who your customer is, why they have come and what they aim to achieve during their trips. More personalized experiences, less loyalty tiers. The hotels that foster continuous and meaningful relationships with their guests, where they understand their preferences and deliver experiences that are memorable and meaningful, are the ones that will see guests return time and time again.”

The poll of 2,000 American travelers found that only 24% of Americans say hotel rewards are the most valuable (behind grocery store rewards, credit card points, gas rewards and airline miles). Additionally, 82% of current hotel loyalty members cite frustrations with traditional programs, including points expiring too quickly (28%), blackout dates (24%), and difficulty earning meaningful rewards (23%). These challenges are driving travelers, especially younger and affluent segments, to seek alternatives.

Other key findings from the survey:

Gen Z Leads the Personalization Revolution

• 83% of Gen Z travelers would remain loyal for superior personalized experiences
• 89% say personalized amenities would increase their likelihood to return

Affluent Travelers Demand More Than Points

• 71% of travelers earning $150,000-$200,000 prefer personalized experiences
• 83% in this income bracket say personalized amenities boost loyalty
• 80% of those earning over $200,000 are current loyalty members but want more

Technology Enables Personalization at Scale

• 93% of travelers willing to share personal data to improve hotel experiences
• 70% prefer app or kiosk check-in over traditional front desk
• Preference for self-service peaks at 82% among Gen Z

Not surprisingly, customer service is the ultimate loyalty builder: while 88% of travelers will return if hotels consistently meet expectations, poor service (62%), facility issues (51%), and room problems (49%) remain the fastest ways to lose loyal guests.

The shift is clear: hospitality needs to move from transactions to true connections. Points systems and loyalty tiers are being replaced by real-time recognition, seamless digital experiences, and tailored offerings that make every guest feel like a VIP.

“Having a captive audience for at least eight hours of a guest stay while they sleep is a great privilege, however the real potential for hotel brands lies in creating experiences that extend beyond just an overnight visit,” added Valtr. “The brands that are succeeding are evolving to become a part of their guests’ 24-hour experience and evolve this into becoming relevant in their daily lives, delivering truly personalized experiences all year round. This could mean a guest who spends their holidays at a branded residence, works from that same brand’s workspace when on the move, and uses their gym in their home city. It’s about offering them the experiences they want, no matter where they are. This marks a significant shift in loyalty, away from simply collecting points and toward integrating the brand into the guest’s everyday life." 

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Survey methodology by Talker Research

This random survey of 2,000 Americans aged 18+ who have traveled in the last 12 months, domestic or international, was commissioned by Mews Systems, Inc. between Apr. 25 and May 2, 2025. It was conducted by market research company Talker Research, whose team members are members of the Market Research Society and have corporate membership to the American Association for Public Opinion Research (AAPOR) and the European Society for Opinion and Marketing Research (ESOMAR).

Fast-growing breakfast chain Keke’s Breakfast Cafe has selected PAR Technology Corp. to support its next phase of growth, implementing PAR POS, PAR Pay, and hardware solutions across its locations. This technology partnership provides a modern, scalable foundation for operational efficiency and connected guest experiences.

Since its acquisition by Denny’s in 2022, Keke’s has expanded beyond its Florida roots, with 73 locatiosn open and more than 140 units in development. This tech upgrade aligns with a larger brand transformation—including brighter, more inviting store designs and a reimagined menu aimed at families and food lovers alike.

Tech-Powered Transformation

Amid this rapid growth, Keke’s is embracing technology to improve service and streamline operations. With mobile tablets running PAR POS and PAR Pay, team members can take orders more efficiently, reduce wait times, and deliver faster service—without losing the personal touch that defines the brand.

“Keke’s has always been about providing the best for our guests,” said David Schmidt, President of Keke’s Breakfast Cafe. “Partnering with PAR allows us to bring that philosophy into the digital age. With PAR’s innovative solutions, we’re creating efficiencies that empower our team and enhance every guest interaction.”

PAR’s cloud-based platform and open API architecture ensure seamless integration across systems, creating a tech stack that’s flexible, reliable, and ready to grow with the business. Behind the scenes, this infrastructure enables smoother operations and aligned data—creating experiences guests may not see, but always feel.

“Who doesn’t love breakfast? It’s the one meal that brings everyone together,” said Savneet Singh, CEO of PAR Technology. “Keke’s knows how to make that experience unforgettable, and we’re excited to help them take it even further. We’re bringing together the warmth of breakfast with the power of smart technology to make mornings smoother, faster, and more enjoyable.”

With PAR’s expertise and technology, Keke’s is not just modernizing its operations—it’s setting a new standard in the breakfast space. By blending speed, convenience, and hospitality, the brand is building a future-ready experience for guests across the country.

IDeaS, a SAS company and a provider of hospitality revenue management software, today announced its latest Lessons in Revenue eBook, “Data-Driven Revenue Management in the Cruise Industry: Navigating the Groundswell,” to help cruise organizations navigate today’s challenging operating environment while capitalizing on opportunities to optimize revenue.

The recent surge in cruise demand presents substantial opportunities for growth, yet cruise lines face significant challenges, including intensifying competition, labor shortages, inflated costs and delayed adoption of revenue technologies. The eBook highlights key capabilities and challenges facing cruise revenue leaders, and shares ways cruise organizations can leverage revenue management technology to maximize the potential of their voyages as they chart their course into the future. 

IDeaS’ Cruise Revenue Management System (RMS) uses advanced data analytics and automation to predict demand, execute dynamic revenue strategies, boost profitability and maintain a competitive edge for cruise operators. By embracing cutting-edge technology and data-driven strategies outlined in the eBook, cruise operators can optimize pricing and inventory management to increase profitability and outperform competitors.

Crystal Pernici, global director – Cruise RMS, IDeaS, said: “Cruise operators are becoming increasingly aware of the potential—and the value—of revenue strategies guided by revenue optimization technology. By basing their decision-making on data-driven insights rather than personal experience or selective reporting, cruise leaders are opening up their vessels to a new range of revenue opportunities.”

Cruise industry forecasting, revenue optimization and more will be on the agenda for the upcoming Cruise Council, an invite-only event taking place at the company’s Converge Client Summit on July 22-23 in London.

The full eBook can be accessed here. For more information, visit www.ideas.com. 

Fingermark is now an official Deliverect Certified Partner.

Deliverect, a global leader in order management and integrations, connects digital ordering channels directly with restaurant POS systems to help QSRs run more efficiently and deliver better customer experiences. Being certified by Deliverect means that Fingermark and its Supersonic Kiosk platform is now formally recognized as a trusted integration partner.

What This Means for Fingermark's Kiosk Customers:

Seamless Integration
Fingermark kiosks now integrate directly with the Deliverect platform, enabling a smoother, more automated connection to POS systems. This eliminates the need for manual data entry, reduces errors, and speeds up service across busy QSR environments.

Accelerated Growth
Certification positions Fingermark to partner with other global brands already using Deliverect that are seeking innovative and compatible self-service kiosk solutions, opening the door to exciting new opportunities in key markets.

Stronger Market Presence
As a certified partner, Fingermark strengthens its position as a leading QSR technology provider in the global market, further reinforcing its vision to empower restaurant operations with intelligent, customer-focused solutions.

Property management software Hospitable has helped US hosts recover more than $1.2 million in direct booking revenue so far this year — not through aggressive marketing or deep discounts, but by simply following up with guests who almost booked¹.

The bookings — all abandoned at the final step of checkout — were recovered using Hospitable’s Abandoned Bookings feature, first launched in November 2024. In its first week, the tool reclaimed over $36,000 in lost revenue. Now, fresh 2025 data shows that what began as a simple re-engagement tool has scaled into a high-performing, high-value recovery channel — proving that a well-timed reminder can turn hesitation into confirmed stays.

The feature automatically detects when a guest selects dates, enters their details, and then drops off just before confirming — triggering a personalized follow-up email. So far this year, over 300 bookings have been recovered this way, totalling $1.2 million in reclaimed revenue. The average recovered booking value is $3,970 and nearly 70% of recipients engage with the email. What’s being reclaimed isn’t just volume — it’s high-intent reservations that were already in motion, simply interrupted.

This data suggests that many guests aren’t walking away, they’re pausing. That moment of drop-off might come from comparing options, needing more time, or simply weighing up costs — especially in today’s climate of economic caution. But it points to a clear trend: today’s cautious traveler often needs a little extra reassurance to move from intent to action — and small, well-timed nudges are helping hosts recover significant revenue.

For hosts, it’s a reminder that a strong direct booking strategy doesn’t stop at checkout. Whether through visible trust signals, clear policies, or smart follow-ups, supporting guests at the final step can be the difference between an abandoned cart and a confirmed stay.

Pierre-Camille Hamana, CEO and Founder of Hospitable, said: “Today’s travelers are hesitating at the final hurdle. That pause could come from a number of factors, from affordability concerns to simply needing a little more reassurance. But understanding that hesitation, and acting on it at the right moment, is where hosts can move from passive losses to active wins in their direct booking strategy.”

Earlier this year, Hospitable reported that direct bookings had surged 571% across its user base in 2024 — with hosts generating $28.7 million in revenue through their own websites. Now, with the Abandoned Bookings feature capturing high-value reservations that might otherwise slip away, that figure is set to climb even higher in 2025.

Launched in 2016 as a time-saving PMS, Hospitable has evolved into a short-term rental super app that goes beyond traditional property management – automating guest messaging with AI, optimizing nightly rates, managing rental agreements and security deposits, coordinating teams, and powering direct booking websites with built-in payments and property protection.

For more information, visit www.hospitable.com. 

The NYU School of Professional Studies (NYU SPS) Jonathan M. Tisch Center of Hospitality and its Hospitality Innovation Hub (HI Hub), in collaboration with RateGain Travel Technologies Limited, and HEDNA, today announced the release of the second edition of its industry benchmark report, The State of Distribution 2025.

The report, based on insights from over 700 hotel brands and 21,000+ properties across 310 cities, the 2025 report presents one of the most comprehensive views into how commercial teams across the hospitality industry are navigating transformation.

The first edition of the report, launched last year, focused on understanding where distribution teams were headed. However, as most commercial teams have begun integrating revenue management, marketing, and distribution to drive greater efficiency and outcomes, the 2025 edition reflects this shift. Recognizing that distribution is no longer a standalone function but part of a broader commercial transformation, this year’s report explores how these functions are evolving. Furthermore, it captures how this growing collaboration is reshaping team priorities, core capabilities, and the technologies hotels depend on to compete.

The report highlights a widening gap between technological potential and operational readiness. While AI is increasingly shaping the guest journey across platforms, many hotel teams are still in the early stages of activating its full value. Technology itself is widely available, but consistent training, streamlined systems, and integrated workflows remain works in progress. Distribution teams are evolving, often with limited resources, and varying levels of investment in talent development and process automation.

As traveler expectations continue to rise, the ability to align people, processes, and platforms is emerging as a key driver of performance.

Key findings from The State of Distribution 2025 include:

• AI adoption remains early-stage: While interest in AI is growing, it currently ranks lower on investment priorities due to gaps in training, talent, and integration readiness.

• Commercial strategies vary by scale: Independent hotels are expanding teams and actively testing new technologies, while larger chains are focusing on system consolidation and operational streamlining.

• Distribution functions are becoming leaner: Even as the complexity of managing parity, APIs, and content grows, distribution team structures continue to shift as it becomes more integrated.

• Reporting practices are still maturing: 80% of hotels spend up to two days a week on manual reporting, highlighting ongoing opportunities for better tools tailored to distribution analytics.

• System integration remains a focus area: Many hotels, regardless of size, are working to improve data connectivity and break down silos to enable more effective cross-functional collaboration.

Christopher Murdock, HEDNA President and Director of Distribution System Support and Strategy at Accor said, “When we launched the inaugural State of Distribution report, our goal was to close a critical blind spot with the absence of a central benchmarking report for the industry. The response to last year’s report validated the need and enabled us to double down on the effort. The findings should provide a clear business case for expertise and technology investments in distribution.”

Vanja Bogicevic, PhD, Clinical Associate Professor & Director, HI Hub Experiential Learning Lab, NYU SPS Jonathan M. Tisch Center of Hospitality, said, “This year’s report reaffirms what we see every day: hotels are investing in technology, but without investing in people, progress stalls. The State of Distribution 2025 gives hoteliers and educators alike the data to act—spotlighting where training is falling short, where team structures are evolving, and which commercial skills matter most. It’s not just a benchmark for the industry; it’s a blueprint for developing the next generation of hospitality leaders.”

Ankit Chaturvedi, Vice President of Marketing at RateGain, said: “When we launched the survey, we did not expect such an overwhelming response to The State of Distribution. And with over 700 brands sharing their insights, it’s clear that the hospitality industry sees this report as a benchmark for making better commercial decisions.

As every hotel looks to adopt AI across different commercial functions, they first need a unified view of how marketing, revenue management, and distribution are evolving. That’s what this year’s edition aims to provide. Only when commercial leaders understand where each function stands—and how they’re converging—can they make decisions that drive alignment, efficiency, and impact across the entire guest journey.”

The State of Distribution 2025 underscores that technology is essential but without investment in readiness, its potential remains underutilized. For hotels looking to scale, simplify, and stay ahead, success will depend on more than adoption. It will require integration, alignment, and action.

To request an early preview or connect with the research team, visit www.stateofdistribution.com