Personalization in Hospitality: AltexSoft's Guide to Stages, Key Elements and Examples

This is a summary with attribution. The full article is by AltexSoft, an independent technology consultancy, and was published on their blog: Personalization in Hospitality: Stages, Key Elements, and Industry Examples. Please read the original for the complete piece; we previously reproduced it here in full and have replaced that with this summary so the credit sits where it belongs.

What the article covers

AltexSoft opens with the commercial case: Twilio's 2023 State of Personalization report found 56 percent of consumers are likely to become repeat buyers after a personalised experience. The article then lays out personalization in hospitality as a maturity path rather than a single feature — from basic segmentation and name-in-the-email, through behaviour-based recommendations, to real-time individualisation of the offer itself. It covers the key elements each stage needs (guest data, segmentation, content, technology and the people to run it) and works through examples from hotel groups and travel brands.

Why we point to it

Most personalization in hotels stops at the message: a personalised email about the same three room categories everyone else is offered. The top of AltexSoft's maturity path is personalising the product itself — which is what Dynamic Inventory does: one physical room becomes several products, each matched and priced for a different guest. AltexSoft is independent and describes GauVendi in a separate piece as an overlay on a hotel's CRS or PMS; we cite them because they are not us.

Read the full article on AltexSoft · See also AltexSoft on attribute-based shopping · Our own take: What is Dynamic Inventory for hotels