Hotel automation paradox: faster check-in killed upsells, consultants brought the queue back
SumitGup · x · 2026-10-29
A CFO's viral post tells the automation fable: a hotel chain spent millions cutting check-in from four minutes to under one, then watched room upgrades and spa bookings collapse — those minutes were where staff sold upsells. Consultants were hired to "reimagine the guest journey" and recommended a personalized welcome with staff chatting to guests; check-in is now four minutes again. A sharp parable for AI automation: removing friction can remove revenue moments.
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