Is “Personalization” the Next Big Trend in Hotels?

Starwood Hotels CEO Frits van Paasschen.

Starwood Hotels and Resorts CEO Frits van Paasschen, regarded as a visionary in the industry, has a fascinating take on what travelers will soon expect from their chosen lodgings (as recounted in this piece by Greg Oates in Skift.com).

“Today,” he recently told the hotel group’s annual sales pow wow in New Orleans, “a hotel brand can’t stand apart just by having a comfortable, reliable, clean room…that expectation today, driven by technology, is personalization.”

Van Paasschen gives the examples of Amazon.com and Facebook, who not only seem to know everything about their customers and users, they do know what their customers and users are looking for and like. (After all, we give them the information, and they know how to mine the data.)

“So how long will it be,” he asks, “before all of us expect a hotel brand where we spend… Continue reading →