Personalising the stay: how artificial intelligence is redefining the guest experience in hotels
Personalisation 3.0: the future of hospitality
Reading Time: 6 Minutes
Key Takeaways
Quick Facts About the Article
of travellers say that personalisation plays an important role in their booking
of guests say they are willing to share more personal data
RevPAR increase for hotels that integrate personalisation technologies
In Brief
In This Article
What if true innovation in hospitality lay not in technology, but in attention? Today, travellers no longer simply want to sleep in a comfortable bed or stay in a beautiful property. They expect a stay designed for them, an intuitive, human experience connected to their desires.
Thanks to artificial intelligence and digital tools, hospitality is entering a new era: that of tailor-made hospitality, both emotional and personalised.
At Moon Hospitality, we believe that personalising the hotel stay is much more than a tool for guest delight: it is a true strategic asset to enhance a property’s appeal and maximise its long-term value.
1. Before, during, and after: personalising the hotel stay at every stage
An experience designed as a whole, serving both fluidity and emotion
When well integrated, technology makes it possible to personalise every moment of the guest journey in a smooth and natural way, without ever dehumanising the relationship.
Before arrival: knowing better to surprise better
From the moment of booking, smart CRM tools and marketing automation platforms such as Mews and Duve, for example, make it possible to collect and use guest preferences: room type, arrival times, dietary requirements, interests, events to celebrate… This data, enriched with each interaction, feeds a more detailed and proactive understanding of the guest.
A pre-stay email can then suggest a relevant upgrade, cultural recommendations around the hotel, or even a romantic dinner if the trip is planned for a couple. The experience begins even before the suitcases are unpacked.
During the stay: a smooth and emotional experience
On-site, AI makes it possible to create frictionless hospitality, designed to meet expectations in real time. During their stay, the guest can access a personalised interface suggesting the best local spots, services to book, or upcoming events. In the room, home automation adjusts the atmosphere according to their pre-recorded preferences: temperature, lighting intensity, and personalised touches for each guest.
After the stay: extending the relationship and strengthening loyalty
On site, AI enables the creation of frictionless hospitality, designed to meet expectations in real time. During their stay, the guest can access a personalised interface suggesting the best local addresses, services to book, or upcoming events. In the room, home automation adjusts the ambience according to their pre-recorded preferences: temperature, light intensity, and special touches for each guest.
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Investing in stay personalisation: a long-term strategic lever
A driver of sustainable performance, natural loyalty, and controlled upscale positioning
1. A measurable increase in guest satisfaction
When the guest feels that their stay has been designed for them — finding their favourite drink in the minibar, the lighting ambience matching their tastes, the reception greeting them by name — they develop a stronger emotional connection to the property.
Satisfaction scores increase, online reviews become more positive, and above all, more detailed.
2. A direct impact on revenue per available room (RevPAR)
Personalisation makes it possible to precisely target additional sales: room service suggested at the right time, a local experience tailored to the guest’s profile, a late check-out offer sent to business travellers…
3. Increased efficiency for teams
Far from adding complexity to processes, personalisation tools (CRM, AI, automated messaging, connected interfaces…) relieve front desk teams from repetitive and administrative tasks.
They can then focus on what truly makes a difference: the welcome, the attention, and the spontaneity in guest relations. Here, technology enhances the human touch, not replaces it.
4. Organic loyalty, built on relevance
A guest who feels recognised is a guest who returns not out of habit, but out of attachment. Thanks to the data collected and enriched with each stay, the property can offer future deals perfectly aligned with the guest’s desires, at the right time, with the right tone.
This is no longer about transactional loyalty, but about relational loyalty — lasting and far more profitable.
At Maison Mère: personalisation as a signature of hospitality
Bespoke hospitality, genuine care, and technology serving the human touch
At Maison Mère, the flagship of our urban collection, stay personalisation comes to life through every detail. From the moment of booking, our team gathers our guests’ preferences, desires, and intentions to design a bespoke welcome. A handwritten card, a favourite drink, an atmosphere adapted to the type of stay — everything is designed to make the traveller feel immediately expected, recognised, and valued.
A discreet digital platform allows them to easily communicate with our team, book a treatment, order a cocktail, or receive personalised local recommendations. After their departure, we stay in touch with care and relevance.
At Maison Mère, every guest becomes a host, and every stay an experience that reflects them.
Moon Hospitality’s support for investing in a personalised hotel property
Tailored Support to Ensure the Success of Your Hotel Project
At Moon Hospitality, we integrate these dimensions from the investment or repositioning phase onwards. We believe that a hotel designed to capture guests’ emotions, understand them, and respond to them is a hotel that generates lasting value. Our approach never pits innovation against sincerity — it brings them together to create living spaces rooted in their time, yet deeply human.
We support project developers in making this personalisation a competitive, emotional, and financial advantage. Because it is in the details that the difference lies between a standard hotel and a memorable experience.
Do you want to create or reposition a hotel designed for every guest?
Contact contact@moonh.co to discover our personalised support opportunities or explore our flagship projects such as Maison Mère.
