AI loses 70% of customers because it forgets who they are

Twilio has put a number on something many of us in the industry suspected: 70% of consumers abandon an AI interaction when the system loses the thread of the conversation, according to the data pulled together by Hospitality Net. The diagnosis points at what we keep seeing in booking assistant pilots: the engine answers fine, but forgets the guest already said they travel with a dog or asked for a crib. What is being floated as the fix is a guest memory layer, something a PMS or CRM already holds and that now needs proper wiring.

Meanwhile, Cushman & Wakefield drops a revenue manager's kind of figure: Milan closes with GOPPAR 34.2% higher on Winter Olympics demand, with February RevPAR growing more than two and a half times. Same old reminder: the calendar rules, and whoever holds inventory in the right city when an event lands feels it where it counts.

There is a third thread in the same report, what tech vendors actually want from hotel clients. I read it as a warning. If you are buying AI, do not ask for magic, ask for clean data flowing out of your systems and someone in-house able to make decisions. No vendor will fix that part from the outside.