For example, a hotel manager’ s gut might say the guests want a luxury spa. But the data might reveal that 80 % of negative reviews are actually driven by slow Wi-Fi and outdated bathroom fixtures in the standard rooms.
Pouring money into a spa when the rooms are driving guests away is a commercial misstep – and that is exactly the kind of blind spot AI exposes.
“ Understanding what to renovate, in which order, and what the impact will be for cost allocation and guest satisfaction is incredibly important,” Marion explains.
“ Data analysis helps to provide evidence for when we’ re acting against our gut feeling. It has really changed how we allocate all our investment on innovation.”
Breaking this historic reliance on raw intuition hasn’ t been easy, but Marion explains that providing a unified, undeniable data environment was the key to overcoming legacy scepticism across Strawberry’ s properties.
“ The hospitality industry is a very people-led business, more so than other types of businesses,” Marion says. strawberryhotels. com 11