Our industry has become significantly more digital. We shop online, conduct meetings on Teams, watch product demos remotely, and increasingly rely on AI to find information and answer questions that once required a phone call or an in-person meeting.
While these advancements have made us more efficient, I don't believe they have replaced the value of being present.
One of my favorite aspects of NoVacancy is meeting people I only see once a year, including operators, suppliers, partners, contractors, and colleagues I've worked with for years. I relish picking up conversations from twelve months ago, exchanging notes on industry developments, and inevitably diving into discussions I wouldn't have scheduled in a formal meeting.
Often, these spontaneous conversations turn out to be the most valuable.
Interestingly, this year felt noticeably quieter. Fewer operators seemed to be walking the expo floor than in previous years. There could be many reasons for this shift, but I wonder if part of it is our growing comfort with online operations, which makes people less inclined to attend in person.
If I want to research a new piece of technology, I can Google it. I can schedule a demo from my desk or watch a video. More often now, I can ask AI to help me research the market, compare products, and provide me with a shortlist before I even engage with a supplier.
While this is incredibly convenient, I believe we lose something valuable in the process.
From an operator's perspective, there are immense benefits to seeing almost all aspects of the hospitality industry in one place.
At NoVacancy, you can explore a wide range of offerings, from in-room toiletries to revenue management technology, guest experience platforms, payment solutions, marketing services, and even robots that deliver room service.
Some of what you encounter may be exactly what you are looking for, while other discoveries might surprise you. You may even find inspiration that encourages you to think differently about challenges within your own business.
This kind of discovery is much harder to achieve online. While Google is excellent when you know precisely what you're searching for, and AI is getting better at assisting with research, an exhibition floor shines when it comes to exploring the broader landscape of opportunities.
At NoVacancy, Resly was also present, exhibiting alongside our friends at Switch Solutions and Good to Book. For us, events like NoVacancy aren't just about standing behind a booth showcasing software. They give us a chance to connect with existing customers, meet prospective clients face-to-face, understand the challenges operators face, and see where the wider industry is headed.
You learn a great deal by listening to what people discuss outside of formal product meetings.
One of the most prominent themes at this year's exhibition was AI. Almost every aspect of hospitality technology was discussing its role. However, as I walked around the show, I noticed that AI still feels more like a buzzword than a fully realized concept. For many operators, AI still seems to mean "a better chatbot." You ask it a question, and it answers. While this is useful, I believe we are just beginning to explore AI's true potential in the hospitality industry.
The much larger opportunity lies in AI becoming an integral part of how hospitality businesses operate, rather than something we consciously interact with. Imagine agents that complete tasks instead of merely answering questions, systems that identify problems before the operator even knows they exist, and technology that understands a guest's request, takes the necessary actions across multiple systems, and resolves the matter without manual intervention.
AI should not just tell you what needs to be done; it should help make it happen.
I anticipate that over the next 12 months, we will start to see significant product developments in this area. The distinction between companies that merely market AI and those that are genuinely integrating useful AI into their products will become much clearer.
There's an interesting contradiction in discussing the importance of face-to-face events while attending a technology exhibition that focuses on AI. Technology has made it easier than ever to communicate without being physically together, and perhaps the quieter exhibition floor this year reflects that trend.
However, I believe that the moments we spend together in person are becoming increasingly valuable. While you can watch a product demonstration online, read a website, or ask AI to compare ten suppliers in seconds, you cannot easily replicate the experience of approaching someone you've known for ten years, sharing a conversation over coffee, and discovering something unexpected to discuss.
You can't always search for ideas that you haven't yet conceived. Ultimately, hospitality remains a people-centric industry. Our technology will continue to evolve, processes will become more automated, and AI will be integrated into nearly every platform we use. Yet, relationships, trust, curiosity, and shared experiences will not disappear.
If anything, as more of our professional interactions move online, these elements will become even more significant. So, after another NoVacancy event, my key takeaway isn't centered around a specific product, robot, or piece of technology. It's much simpler: keep showing up.
