Research conducted by Lobby, an AI-driven hospitality platform, reveals that while hotels respond swiftly to guest inquiries, they often fail to provide complete solutions. The study found that just 44% of multi-question requests received thorough responses, and nearly 12% of incoming emails involved repeat inquiries from customers seeking answers they had previously sought.
The platform observed that hotels frequently treat reservations as mere administrative processes rather than opportunities to enhance customer value. In 42% of cases, discussions concluded after a guest’s request was denied without offering any alternatives. Romy Abbrederis, Lobby’s co-founder and CEO, emphasized that the industry is “solving transactions but not maximizing value,” urging hospitality teams to shift focus from conventional performance metrics to the overall quality of the reservation experience. These insights were shared ahead of the Web in Travel conference in Singapore, where Lobby will vie for the People’s Choice Award—following its victory in the startup competition at PhocusWright Europe in June.
Lobby’s Recent Recognition
Lobby has been named the People’s Choice Winner at the WiT Singapore event, reinforcing its commitment to optimizing hotel reservation workflows for both properties and hospitality providers.
Meanwhile, expedition travel to polar regions continues gaining momentum, driven by demand for distinctive experiences and expert-led adventures. Sam Seward, president of Quark Expeditions, acknowledged that while technology can streamline logistics, it cannot replace essential human elements like guides, scientists, and crew members. To meet rising interest, the company has introduced specialized programs, including a Guided Photography Program capped at 16 participants per voyage. Additionally, booking trends are evolving: Antarctica trips are now being reserved earlier and at higher average prices, whereas Arctic expeditions have historically attracted more last-minute bookings.
AI’s Growing Role in Tourism
On World Tourism Day, PR firm Belvera Partners hosted a LinkedIn Live discussion exploring AI’s influence on the travel sector. Panelists agreed that artificial intelligence is accelerating transformations across the industry—from initial discovery and booking stages to experience design and revenue generation. However, they stressed that tourism remains fundamentally rooted in human interactions, with technology serving as a supportive tool rather than a replacement. The discussion showed the need for responsible AI integration, including robust governance frameworks, data privacy protections, workforce training, and investments in digital competencies.
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A recent Protect Group report indicated that 84% of UK travelers prioritize flexible or refund-guaranteed bookings over the least expensive non-refundable options. When comparing identical bookings, 47% selected a more expensive flexible choice, 37% opted for a cheaper alternative with added refund protection, and only 16% chose the lowest-cost, non-refundable plan. A full refund emerged as the top confidence factor, cited by 36% of respondents, while 39% viewed guaranteed reimbursement as the most attractive aspect of refund policies.
Traxo, a provider of real-time corporate travel data, and Otonoma, which is developing an intelligent travel network called Paranet, have formed a long-term partnership. This collaboration will grant Otonoma real-time visibility into every booking, regardless of where it originates, and enable seamless coordination between supplier APIs, human advisors, and AI agents to address issues proactively. Jim Harding, Otonoma’s CEO, stated that travelers will remain informed but will no longer need to resolve disruptions themselves. A select group of corporate travel programs can participate in the pilot, with full availability set for Q4 2026 via the Traxo Marketplace and other channels. Existing Traxo clients can enable Otonoma with minimal setup, requiring no additional IT configuration.
Automated Disruption Resolution
Should a problem arise, the system automatically engages supplier systems, human advisors, and AI agents to resolve it without direct traveler involvement. Travelers stay updated via their preferred communication method, ensuring transparency while removing the burden of problem-solving from their shoulders.
Partnership Timeline and Access
A limited number of corporate programs can join the pilot phase immediately, with widespread adoption scheduled for Q4 2026 through Traxo Marketplace and other distribution points. The integration requires only a single authorization from existing Traxo clients, with no technical implementation needed. Traxo provides a full view of all trip bookings, whether made directly with suppliers or third-party platforms, allowing Otonoma to monitor the entire journey for seamless issue resolution.