Journal

Field notes from running AI in production.

Case studies and perspectives on messaging, analytics and the multi-property data layer underneath every hotel group operating at scale.

PerspectiveMay 2026
Multi-property intelligence: how big hotel groups turn portfolios into one brain
How Marriott, Accor, IHG and Hilton correlate bookings, F&B and loyalty data across hundreds of properties — and what's now reaching mid-market groups.
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Case studyNov 2025
Mad Monkey hits 91% WhatsApp open rate
Inside the 30-day Uluwatu pilot: 95% self-serve resolution, 56% click-through, 4,000+ messages handled, then a full 25-property rollout.
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PerspectiveMay 2025
AI in luxury hospitality without losing voice
Ritz-Carlton, IHG, Four Seasons, Mandarin Oriental and Peninsula on blending instant automation with deeply human service.
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PerspectiveMay 2025
What airlines teach hotel ops about messaging
KLM 50%+ automation, Iberia 72%, easyJet 62%. Lessons from the airlines that scaled AI messaging support first.
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PerspectiveMay 2025
How AI messaging is transforming the airport experience
Aena's Oli (41 airports, 2M+ passengers), Dublin's 85% automation, Schiphol, Zurich, KKIA, GRU — WhatsApp-first passenger ops.
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