Latin America’s Hospitality Industry is Ready to Take the AI Leap into the Future
The COVID-19 pandemic has had a profound impact on the travel industry, challenging travel companies to adapt to changing consumer preferences, adopt new technologies, and innovate their business models. Against this backdrop, WTM Latin America 2023 – the leading global event for the Latin American travel industry – brought together industry leaders to discuss the key trends and strategies shaping the future of travel.
From the positive impact of AI and the emerging trend of ChatGPT in hospitality to the importance of personalized service in increasing guest loyalty, the discussions at the trade show highlighted the industry’s focus on leveraging technology and customer-centric strategies to create unique and personalized travel experiences , enhance guest satisfaction, and drive business success.
The Positive Impact of AI in the Travel Industry
Artificial Intelligence (AI) has been a hot topic in the travel industry for some time now, and the discussions at WTM Latin America reiterated its positive impact. They highlighted how AI is helping travel companies streamline their operations, enhance customer satisfaction, and boost their bottom line.
AI is revolutionizing the travel industry by providing innovative solutions to long-standing challenges. From automating routine tasks to enhancing customer service through chatbots and virtual assistants, AI is transforming the way travel companies operate. With the help of AI-powered analytics, travel companies are also gaining valuable insights into customer preferences and behavior, allowing them to personalize their offerings and create unique travel experiences.
Read Also: What’s the key to turning guest disappointment into loyalty?
ChatGPT: The New Trend in Hospitality
ChatGPT, powered by advanced language models like Chatbot Generative Pre-trained Transformer (GPT), is emerging as a new trend in the hospitality industry. And it wasn’t surprising to see discussions at the event around how ChatGPT is becoming the go-to solution for hotels to engage with guests in a more efficient and personalized manner, leading to increased guest satisfaction and loyalty.
Conversational AI is being widely adopted by hotels and other travel companies to enhance customer interactions, provide personalized recommendations, and improve guest experiences. ChatGPT enables hotels to offer 24×7 customer support, handle booking inquiries, and provide local recommendations, all through a chat-based interface.
The Importance of Personalized Service to Increase Guest Loyalty
Personalized service has always been a key factor in guest loyalty, and it continues to hold importance in the post-pandemic travel landscape. With travelers seeking more meaningful and personalized experiences, hotels and other travel companies are focusing on tailoring their services to individual guest preferences. By leveraging data and technology, hotels can offer personalized recommendations, create customized itineraries, and provide targeted promotions. This not only enhances the guest experience but also fosters loyalty and repeat business.
Industry leaders at the event highlighted how hotels are prioritizing personalized service as a key strategy to increase guest loyalty in the competitive travel market.
Positive Expectations of Market Recovery after the Pandemic
The travel industry has been severely impacted by the COVID-19 pandemic, but the discussions at WTM Latin America conveyed positive expectations for market recovery.
With vaccination programs rolling out and travel restrictions easing in many parts of the world, there is a renewed sense of optimism among travel industry professionals. Hotels and other travel companies are preparing for increased business. They are investing in technology, innovation, and customer-centric strategies to capitalize on the expected surge in travel demand.
New Technologies Helping Hotels in Developing the LATAM Market
The Latin American market presents unique opportunities and challenges for the travel industry. Hotels are leveraging technology to overcome challenges, cater to changing consumer preferences, and stay ahead in the competitive hospitality landscape.
From mobile payments and digital wallets to online booking platforms and virtual reality (VR) experiences, innovative technologies are empowering hotels in Latin America to enhance guest experiences, streamline operations, and drive business growth.
The discussions at WTM Latin America 2023 highlighted the industry’s focus on leveraging technology, innovation, and customer-centric strategies to create unique and personalized travel experiences, enhance guest satisfaction, and drive business success in the ever-evolving travel landscape. As the industry continues to evolve, staying abreast of these trends and embracing new technologies will be crucial for travel companies to thrive in the competitive global travel market.
About the Author
Alex Maura![]()
VP – Sales, LATAM
RateGain
Expedia Recognizes RateGain as an Elite Connectivity Partner for 2023
Dallas, 16th March 2023: RateGain Travel Technologies Limited, a global provider of SaaS solutions for travel and hospitality, today announced its Elite Connectivity Partners status with the Expedia Group.
The Expedia Group recognizes and rewards a select few connectivity partners who achieved excellent results on various performance metrics, such as maintaining high-quality connections and helping lodging partners grow their business on the Expedia Group marketplace. This also means that RateGain will work directly with the Expedia Group to help shape their future products and technology solutions.
Comment on the achievements, Chinmai Sharma, President – Americas at RateGain, said, “Our goal is to provide excellent travel experiences to the guests while maximizing revenue opportunities for our lodging partners. We are delighted to receive the topmost connectivity partner status with Expedia; a recognition that shows our passion and commitment to solving the connectivity challenges for the industry.”
Expedia’s Connectivity Partner Program recognizes and rewards top connectivity providers for maintaining high-quality connections and helping lodging partners grow their business on the Expedia Group marketplace. To be eligible for Elite status, Expedia Group connectivity providers are rated on several technical and business criteria. Rate Gain earned the Elite status for its commitment to:
- Improving traveler experiences on Expedia Group websites
- Enabling a wide range of tools and capabilities integrated with the Expedia Group travel platform
- Providing a quality connection with a reliable user experience
- Ensuring a streamlined onboarding experience and high-quality support for properties
- Empowering business growth for our clients on Expedia Group websites
“RateGain has proven itself a top-class hospitality solution for lodging properties by providing them with the best tools and user experiences,” said Chris Hodges, Senior Director of Expedia Group Lodging Connectivity. “We congratulate them on their Elite status and are excited to continue working closely with them to unlock more capabilities so that our mutual hotel and vacation rental partners can focus on what matters most – delivering outstanding experiences to their guests.”
About Expedia Group
Expedia Group, Inc. companies power travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success while facilitating memorable experiences for travelers. Our organization is made up of four pillars: Expedia Services, focused on the group’s platform and technical strategy; Expedia Marketplace, centered on product and technology offerings across the organization; Expedia Brands, housing all our consumer brands; and Expedia for Business, consisting of business-to-business solutions and relationships throughout the travel ecosystem. The Expedia Group family of brands includes: Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions , CarRentals.com™, and Expedia Cruises™.
About RateGain
RateGain Travel Technologies Limited is a global provider of SaaS solutions for travel and hospitality that works with 2800+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.
RateGain today is one of the world’s largest processors of electronic transactions, price points, and travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business. Founded in 2004 and headquartered in India, today RateGain works with Top 23 of 30 Hotel Chains, Top 25 of 30 Online Travel Agents, and all the top car rentals including 8 Global Fortune 500 companies in unlocking new revenue every day. For more information, please visit https://www.rategain.com.
Forward-Looking Statements
Statements in this document relating to future status, events, or circumstances, including but not limited to statements about plans and objectives, the progress and results of research and development, potential project characteristics, project potential, and target dates for project-related issues are forward-looking statements based on estimates and the anticipated effects of future events on current and developing circumstances. Such statements are subject to numerous risks and uncertainties and are not necessarily predictive of future results. Actual results may differ materially from those anticipated in the forward-looking statements. The company assumes no obligation to update forward-looking statements to reflect actual results, changed assumptions or other factors.
Contact Media
Ankit Chaturvedi
[email protected]
Global Head-Marketing
HotelKey Partners With Rate Gain To Provide Competitive Pricing And Distribution For HotelKey Customers Worldwide
Dallas, February 23, 2023: HotelKey, the leading cloud-based property management platform for hotels, announced a partnership with RateGain Travel Technologies Limited (RateGain), a global provider of SaaS solutions for travel and hospitality, to integrate RateGain’s global distribution, central reservations, and pricing capabilities into HotelKey’s platform PMS. The integration will roll out across HotelKey’s portfolio of more than 4,000 properties, with hundreds of properties already accessing the combined capabilities.
“We are excited to bring RateGain’s next-gen pricing and distribution capabilities to our partner hotels,” said HotelKey Co-Founder and President, Aditya Thyagarajan. “RateGain is an unparalleled innovator, and bringing their revenue-generating capabilities to HotelKey’s intuitive property management system is a huge plus for hotel owners and operators. We look forward to accelerating our partnership in the months ahead.”
Through the collaboration, hotels on the HotelKey platform will see RateGain’s pricing and distribution tools on the HotelKey platform. This will enable hoteliers to save time and achieve efficiencies, making better distribution decisions faster and, ultimately, saving money as well as building revenue.
“RateGain’s mission is to generate more revenue every day for hotels, and we are now delighted to include hotels on the HotelKey platform among our partners,” said Chinmai Sharma, President of the Americas at RateGain. “The HotelKey-RateGain partnership moves in the direction of providing a one-stop-shop for hoteliers looking for better ways to run their properties, train their employees, and maximize pricing, distribution, and revenue. We are excited to continue building out our collaboration with HotelKey.”
Along with other benefits, HotelKey and RateGain’s mobile-first API integration provides hoteliers with a seamless transition to the new offering, with each property gaining access to real-time inventory management and efficient oversight of third-party distribution and price parity across channels.
RateGain’s platform is designed to help hoteliers grow revenues by improving pricing, generating more bookings, and optimizing conversions across distribution channels. RateGain works with 23 of the industry’s top 30 hotel chains, and powers more than 191,000 hotels to unlock more revenue, acquire more customers, and provide outstanding on-property experiences.
About HotelKey
HotelKey was founded in 2015 and today counts large enterprise chains among its clients, including G6 Hospitality, Extended Stay America, and Red Roof Inn. HotelKey’s client portfolio includes roughly 400,000 live rooms and over 4,000 live properties, including 500 independent hotels around the world. In addition to its industry-leading PMS solution, HotelKey also offers an enterprise-grade central reservations system and point-of-sale system, RetailKey, along with a host of other products and services specifically designed for the hospitality industry. For more information visit hotelkeyapp.com, and connect with HotelKey on LinkedIn, Instagram, Facebook, and Twitter.
About RateGain
RateGain Travel Technologies Limited is a global provider of SaaS solutions for travel and hospitality that works with 2800+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.
RateGain today is one of the world’s largest processors of electronic transactions, price points, and travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business. Founded in 2004 and headquartered in India, today RateGain works with Top 23 of 30 Hotel Chains, Top 25 of 30 Online Travel Agents, and all the top car rentals including 8 Global Fortune 500 companies in unlocking new revenue every day. For more information, please visit https://www.rategain.com.
Forward-Looking Statements
Statements in this document relating to future status, events, or circumstances, including but not limited to statements about plans and objectives, the progress and results of research and development, potential project characteristics, project potential, and target dates for project-related issues are forward-looking statements based on estimates and the anticipated effects of future events on current and developing circumstances. Such statements are subject to numerous risks and uncertainties and are not necessarily predictive of future results. Actual results may differ materially from those anticipated in the forward-looking statements. The company assumes no obligation to update forward-looking statements to reflect actual results, changed assumptions or other factors.
Contact Media
Ankit Chaturvedi
[email protected]
Global Head-Marketing
CBRE Forecasts Enhanced RevPAR Growth in 2023 Despite Economic Headwinds

Written by: Rachael Rothman and Matt Mowell
Despite projections of persistent inflation and a moderate economic recession, CBRE’s November 2022 Hotel Horizons® forecast calls for a 5.8 percent increase in rooms revenue per available room (RevPAR) in 2023. This is up from CBRE’s previous forecast of a 5.6 percent increase in RevPAR for 2023.
Propelling CBRE’s increased outlook for RevPAR is an expected 4.2 percent rise in average daily rate (ADR), driven in part by the continuation of above long-run average inflation. For 2023, CBRE is forecasting the Consumer Price Index in the US to increase by 3.5 percent YoY. Inflation continues to have a mixed impact on the hotel industry, bolstering top-line growth while pressing margins.
Supply and Demand
Inflation is also impacting development activity. The combination of rising construction material costs, a tight labor market, and high interest rates will serve to keep supply growth over the next five years 40 percent lower than historical trends. Instead of construction, we expect cash flows in the near term to be focused on debt reductions, renovations and renovations given the backlog of Capex that built up during the pandemic.
Given its forecast for a 0.2 percent decline in 2023 gross domestic product (GDP), CBRE lowered its expectations for demand growth from 3.3 percent in their August 2022 forecasts to 2.9 percent in the November update. With the projected supply increase remaining at 1.2 percent for 2023, the net result is a reduction in CBRE’s occupancy growth estimate for the year to 1.6 percent, down from the 2.0 percent increase previously forecast. The lowering of occupancy expectations will somewhat offset the enhanced outlook for ADR growth.
It is worth noting that the 5.8 percent RevPAR growth forecast for 2023 is front-end loaded, particularly in the first quarter of the year given the easy comparisons created by the outbreak of the Omicron variant in early 2022. Our RevPAR forecast for the first quarter of 2023 calls for a 15.6 percent gain, followed by 2-4 percent growth over the balance of the year.
Chain Scales
By the end of 2023, CBRE forecasts all chain scales to have surpassed their respective 2019 RevPAR levels. Economy and midscale hotels recovered to 2019 levels in 2021. Closures, higher rents and displacements from shelters will continue to shift people from homes and apartments to lower-priced hotels offering weekly and monthly rates.
Luxury and upper-upscale properties have lagged in recovery because of their dependence on individual corporate and group demands. Hotels that operate in these segments will not achieve RevPAR recovery until the end of 2023.
Markets
CBRE prepares Hotel Horizons® forecasts for 65 of the largest markets in the US By year-end 2023, 53 of the 65 Horizons® markets are expected to have reached, or surpassed, their 2019 RevPAR levels. That leaves 12 more to recover in 2024 or beyond. The majority of markets lagging in recovery are in northern California, the upper-Midwest, and along the northeast corridor from Washington, DC through New York.
At the other end of the spectrum, the leisure-centric destinations of Savannah, Miami, St. Petersburg and the Coachella Valley in California are forecast to exceed their 2019 RevPAR levels by more than 20 percent in 2023.
The Economy
CBRE’s Hotel Horizons® forecasts are based on economic assumptions prepared by CBRE Econometric Advisors (CBRE EA). As of October 2022, the CBRE EA is expected to be the following for the US economy in 2023.
A Recession
CBRE EA anticipates that a moderate recession will last through the first half of 2023 for the following reasons:
- The key trigger of this downturn is the Fed’s aggressive rate hikes delivering its intended effects.
- Higher household debt costs are weighing on consumption of big-ticket items, such as housing and reportedly autos.
- A strong USD will impede exports.
- Higher corporate cost of capital is forcing firms to shelve expansion plans and layoff announcements are increasing. This will soften the labor market via a falling job opening rate in the near term, and the unemployment rate should increase to 5 percent by 2024.
Inflation
The pace of annual inflation is likely to peak during the summer of 2022. Moving into autumn, easing commodity and consumer goods prices are weighing on CPI. The largest component of CPI—housing—is also peaking. Some monthly data points suggest that both rental and for-sale prices are falling. Nevertheless, the Fed remains vigilant about rising services costs and the prospect of embedded inflation. This should keep the Fed Funds Rate trending upward through mid-2023 and peaking north of 4.5%. Indeed, this outlook is predicated upon decelerating inflation to 3.5 percent by year-end 2023. It is entirely plausible that inflation could remain stubbornly high, which would trigger a stronger response from the Fed and a more painful recession.
It should be noted that the CBRE lodging forecasts presented in this article do not contemplate a global war, a pervasive recession or a more acute COVID variant.




This article was originally published in the January 2023 edition of Lodging and has been shared on HFTP Connect for the benefit of HFTP hotel finance members.
Rachael Rothman is head of CBRE Hotels Research and Data Analytics. Matt Mowell is senior economist at CBRE Econometric Advisors. To obtain CBRE’s Hotel Horizons® forecast reports, please visit pip.cbrehotels.com/hotelhorizons. This article was published in the January 2023 edition of Lodging.
How to find an eco-friendly hotel
You reduce, reuse, and recycle at home. And when it’s time to stay in a hotel, your desire to be as good to the planet as possible doesn’t go away. But finding an “eco-friendly” hotel can be a challenge. There’s a lot more to reducing a property’s environmental footprint than asking guests to reuse their towels. Hotels need to find ways to conserve energy, reduce water use and waste, source products from local vendors, and eliminate items like single-use plastic.
It’s important to be on the lookout for buzzwords and claims that can’t be backed up with receipts. Some hotels might tout themselves as being green, but their only offering is an electric vehicle charging station. A property that is actually walking the walk will explain its initiatives and share its water and energy reports, which will detail how much each is saved.
There are other questions to ask about an eco-friendly property: What is its waste management plan? Does it source food and other products locally? Does it give back to its local community and pay its staff a fair wage? Does the hotel have LEED certification from the US Building Council, or other official accreditations? If you want to know more or need clarification on any topic, call the hotel and ask to speak with someone who can answer your queries.
Here are a handful of hotels working to reduce their environmental footprints:
1 San Francisco Hotels
At 1 San Francisco Hotels, sustainability meets luxury. The property, open since June 2022, is inspired by nature, and embraces the idea of indoor/outdoor living, with preserved plants and driftwood in the inviting rooms and public spaces. Joel Costa, director of sales and marketing at 1 Hotel San Francisco, told The Week designers utilized locally sourced and repurposed materials for the property, with the lobby flooring consisting of 7,000 square feet of reclaimed barn wood and each guest elevator landing made of redwood lumber from the original San Francisco Bay Bridge. There are also gentle reminders for guests on steps they can take to conserve water, like the 5-minute timers in the showers, and through the 1 Less Thing program, they can leave behind extra clothing and accessories, which is donated to the St. Anthony Foundation, a local social services organization.
Courtesy of 1 Hotel San Francisco
The hotel’s restaurant, Terrene, primarily uses ingredients sourced from within 100 miles, “and we’re fortunate to be in Northern California, where this is possible,” Costa said. The greens don’t have to travel far — they come from the chef’s rooftop garden — and several of the cocktails on the menu are zero-waste. “In the kitchen, we divert about 71 percent of our waste out of landfills,” Costa said, through composting and recycling. The 1 Hotel San Francisco is under certification review for a LEED gold standard hotel.
Catherine Garcia was a guest of 1 Hotel San Francisco. Nightly room rates start at $490.
The Nature Inn at Bald Eagle
Located inside the Bald Eagle State Park, the Nature Inn at Bald Eagle offers a one-of-a-kind experience. There are lake views, forest views, and garden views, all from the comfort of this LEED Gold property in Howard, Pennsylvania. The hotel uses GeoThermal heating and cooling, and its 2,800-gallon rain water harvesting system is used to flush the toilets. Several of the windows are made from fritted glass to reduce bird strikes, and the Forest Stewardship Council certified white oak grown in the state was used to create the mission-style furniture found throughout the property. The patio furniture is made of recycled aluminum, and the counters at the front desk and library were constructed from sunflower seed hulls.
Nightly room rates are seasonal, and start at $115 in the winter.
The Allison Inn & Spa
the Allison Inn & Spa in Newberg, Oregon, is a well-oiled green machine. It received its LEED Gold Certification less than a year after opening in 2009, and since then has been adding to its eco-friendly initiatives. The hotel, which uses solar panels to heat the water used in the spa and across the property, has eliminated the use of plastic bottles and Styrofoam, focuses on bulk products rather than single-use items, and instead of air conditioners, turns to Mother Nature , opening windows so the breeze can cool things down. At the on-site Jory Restaurant, many of the dishes contain ingredients from the chef’s 1.5-acre garden and greenhouse, a welcome addition to the already lush grounds.
Nightly room rates start at $555.
Inn by the Sea
Right on the coast, the Inn by the Sea in Cape Elizabeth, Maine, with its lovely gardens that serve as habitat for wildlife and butterflies, is a charmer. The hotel has Silver LEED certification, and the goal of maximizing its eco-friendly offerings in order to minimize its footprint. The pool is heated by solar panels, while the spa’s sheet rock walls and cork flooring are made of recycled materials. The on-site Sea Glass restaurant works with local fishermen and farmers to get sustainable fish from the Gulf of Maine and organic produce, and all food waste is composted. The Inn by the Sea also partners with local schools by purchasing books from their wish lists and making donations to local environmental organizations.
Nightly room rates start at $284.50.
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