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Centara identifies technological and social trends that will shape the hospitality industry in the next 10 years

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Global hospitality is at a crossroads. In the last 20 years, technology has transformed every aspect of the guest journey, from online bookings to in-room services to post-stay feedback. But as technology continues to evolve and advance, what will the hotel industry look like 10 years in the future?


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In the past, digitalization was largely driven by companies, as new solutions were introduced to enhance efficiency and target customers more effectively. In the modern era however, it is customers who are demanding greater connectivity. This is especially true in the hotel industry, which is driven by modern lifestyle trends and the “always-on” mindset of millennial travelers.

In light of these trends, Markland Blaiklock, Centara’s Deputy Chief Executive Officer, explains his vision for the future of the hospitality industry in the next decade:

“Ten years from now, I’m sure we will look back and see that the hospitality industry changed much more than predicted, and Asia will continue to be a major catalyst for change. This evolution will be part social and part technological, but the overall goal will be the same: to meet and exceed guests’ expectations,” he commented.

According to Mr. Blaiklock, Centara foresees three significant trends shaping its business, and the entire industry, going forward:

Travel and work life will become inseparable thanks to improved technology and faster connectivity. This trend will occur in all countries but will be led by China and the rest of Asia, which are currently driving the growth in overseas travel. The launch of Centara’s new “Meetings Redesigned” MICE initiative will help to accommodate this shift, by allowing companies to be more flexible and creative with their event agendas.

Robotics and artificial intelligence will create hyper-connected hotel experiences. The Internet of Things (IoT) will seamlessly connect every hotel touchpoint, which will be personalized to the unique preferences every guest. In addition, big data insights will enable hotel staff to improve service quality in real time.

Delivering emotional experiences will be the ultimate goal of hotels. As technology takes over, many guests will go in search of authenticity, human interaction and genuine hospitality. The ability to predict and identify human emotions will be key to the success of hotels in the coming decades.

The big question for hoteliers now and in the future will be: how do we successfully integrate technology to improve the guest’s entire journey, whilst also retaining our distinct personality and brand loyalty?

For Centara Hotels & Resorts, Thailand’s leading hotel operator, this balance is at the core of its strategic vision. In the coming years decades, the group will focus delivering warm Thai hospitality in line with the latest social and technological trends to create exceptional customer experiences.

Centara has proven adept at developing new brands that embrace innovation. The most recent example is COSI, which caters for young-minded and tech-savvy travelers with friendly, simple and affordable accommodation and state-of-the-art amenities like smartphone integration, self-service check-in and a 24-hour lifestyle café concept. It is no surprise that this contemporary concept, which made its debut in Koh Samui in 2017, is now a key driving force behind Centara’s expansion strategy.

In many ways, COSI represents the future of hospitality. Its combination of connectivity, comfort and convenience enables guests to blend business and leisure travel, a key trend identified by Mr. Blaiklock. Across all of Centara’s six brands however, the group continues to roll out innovative new digital experiences.

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Recent initiatives range from revamping the Centara website and mobile app for a seamless online experience, to launching a new central reservation system and revenue management system for global coordination. The new Chinese language, China-hosted website, social media pages and payment solutions are also positioning Centara to compete successfully in the world’s largest travel market.

Technology, however, is only one element of a successful strategy. Hotel guests will always be human beings, and the majority of humans visit a destination to experience its charm and culture, not to look at a screen. For Centara, the ability to deliver authentic Thai hospitality is something that can never be replaced by technology. By harnessing big data and personalization tools however, hoteliers can enhance every human interaction. Intuitive and rewarding loyalty programs like CentaraThe1 will play a major part in anticipating and delivering tailored experiences.

So digitalization really is the key; by using smart technology to identify and satisfy guest preferences, the hoteliers of the future will be able to create truly bespoke experiences for every guest.

Centara Hotels & Resorts is Thailand’s leading hotel operator. Its 68 properties span all major Thai destinations plus the Maldives, Sri Lanka, Vietnam, Laos, China, Oman, Qatar and the UAE. Centara’s portfolio comprises six brands -Centara Grand Hotels & Resorts, Centara Hotels & Resorts, Centara Boutique Collection, Centra by Centara, Centara Residences & Suites and COSI Hotels – ranging from 5-star city hotels and luxurious island retreats to family resorts and affordable lifestyle concepts supported by innovative technology. It also operates state-of-the-art convention centers and has its own award-winning spa brand, Cenvaree. Throughout the collection, Centara delivers and celebrates the hospitality and values Thailand is famous for including gracious service, exceptional food, pampering spas and the importance of families. Centara’s distinctive culture and diversity of formats allow it to serve and satisfy travelers of nearly every age and lifestyle.

Over the next five years Centara aims to double its size with additional properties in Thailand and new international markets, while spreading its footprint into new continents and market niches. As Centara continues to expand, a growing base of loyal customers will find the company’s unique style of hospitality in more locations. Centara’s global loyalty program, Centara The1, reinforces their loyalty with rewards, privileges and special member pricing.

For more information about Centara, please visit centarahotelsresorts.com.
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North Korea abandoning tourism? Test fires weapon

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North Korean leader Kim Jong Un today witnessed the test-firing of a new type of tactical guided weapon.

The Korean Central News Agency said Chairman Kim Jong Un observed the firing of the weapon Wednesday by the Academy of Defense Science.

According to Beijing’s Global Times tabloid, North Korea wants to slow the pace of tourism as more foreigners are traveling to the country.

The agency reports that Kim said “the development of the weapon system serves as an event of very weighty significance in increasing the combat power of the People’s Army.”

The agency says Kim mounted an observation post to learn about the test-fire of the new-type tactical guided weapon and guide the test-fire.

The announcement came after reports of new activity at a North Korean missile research center and long-range rocket site where the North is believed to build long-range missiles targeting the U.S. mainland.

The White House said it was aware of the report and had no comment.

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National child safety advocate calls for ban on Airbnb hidden cameras

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National child safety advocacy group, Stop Child Predators, called on state and local government leaders in the U.S. today to ban hidden cameras in Airbnbs and other short-term rentals, and enact regulations and criminal penalties for violators. The group says enough is enough after a string of recent news stories regarding hidden cameras found in Airbnbs, including a story last week of a mother and young daughter potentially being filmed undressing.

“Week after week Airbnb finds themselves the subject of yet another hidden camera nightmare. These horrific accounts from Airbnb guests demonstrate how unsettling it is for guests that find themselves being filmed without their knowledge or consent – a scenario especially frightening for those traveling with children,” said Stacie Rumenap, President of Stop Child Predators. “Airbnb is allowing families to become sitting ducks for potentially predatory hosts who exploit guests by filming them and their children for personal viewing, or even wider audiences on the web.”

Rumenap points to a series of recent news stories involving hidden cameras discovered in Airbnbs and says the occurrence of incidents is on the rise.

• “Airbnb Has A Hidden-Camera Problem” (The Atlantic, 3/26/19)
• “They Were Settling Into Their Airbnb. Then They Found A Hidden Camera” (The Washington Post, 4/6/2019)
• “California Couple Finds Hidden Camera Above Bed At Airbnb Rental” (ABC News Channel 7, 3/29/19)
• “Man Discovers Hidden Cameras Inside Of Miami Airbnb” (WTNH News, 1/21/19)
• “At An Airbnb? You Might Be On Camera, Whether You Like It Or Not” (NBC News, 3/7/19)

“Airbnb already poses a problem for parents by allowing strangers, and even potential sex-offenders, into short-term rentals in residential family neighborhoods. With a revolving door of strangers coming and going from short-term rental properties, tools like sex offender lists are becoming obsolete as there is no safeguard in place to stop a child predator from renting an Airbnb property next door. Now, parents need to consider the added stress of worrying that their children may be filmed and exploited while staying inside an Airbnb on vacation,” stated Rumenap.

Stop Child Predators urges government leaders, especially in states and localities with major tourism destinations, to step in and protect traveling families whose privacy and safety should be safeguarded while vacationing in their jurisdiction.”

“Airbnb’s inability to manage the users, and abusers, of their platform is unacceptable. It’s time for government leaders to step in to protect our children,” stated Rumenap.

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Gavel slams: Airbnb not eligible for privileged tax treatment

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A report released on behalf of the American Hotel and Lodging Association (AHLA) calls on state and local government leaders to reject Airbnb’s future pursuit of voluntary collection agreements (VCAs) and look to the Wayfair decision as a pathway to cancel current VCA agreements and bring Airbnb up to code with current industry tax standards and regulations.

AHLA released a new report on National Tax Day, conducted by former Director of the Montana Revenue Department Dan Bucks, which clearly demonstrates why the Supreme Court’s Wayfair vs. South Dakota decision last year eliminates the need for state and localities to enter into “voluntary collection agreements” (VCAs) with Airbnb and provides the legal framework and incentive to tax Airbnb like every other U.S. online business now.

“Airbnb no longer qualifies—if it ever did—for privileged treatment by tax agencies as a ‘voluntary collector,’” states Bucks in the report. “This treatment gives Airbnb an unfair advantage in the marketplace by creating a tax and regulatory haven for Airbnb lodging operators. Post-Wayfair, Airbnb’s “voluntary agreements” are now a relic of a past legal premise that no longer exists.”

Bucks urges government leaders to begin the process of terminating existing “voluntary” tax agreements with Airbnb in coordination with state adoption of “general marketplace provider” legislation. Bucks went on to say that disparities between the tax treatment of Airbnb and other online businesses pose a legal risk to states and localities.

“Airbnb has been making back-room deals and strong-arming state and local jurisdictions into ‘voluntary’ tax deals with no transparency, oversight or auditing capability for years,” stated Chip Rogers, President and CEO at AHLA. “Airbnb, and other short term rental platforms need to abide by the same rules as all other law-abiding, tax-paying businesses in the industry.”

AHLA urges state and local government leaders to terminate Airbnb’s voluntary tax deals and instead institute a tax policy that will collect taxes from Airbnb and its operators to ensure an even playing field and transparency for taxpayers. In San Francisco, home of Airbnb’s corporate headquarters, the company agreed to pay back taxes and collect city taxes from its hosts.  AHLA urges other states and localities to follow suit.

“Airbnb’s secret tax agreements are hurting communities across America by shortchanging their schools, infrastructure, and other public services” stated Rogers. “Airbnb’s special treatment needs to end.”

The American Hotel and Lodging Association (AHLA) is the singular voice representing every segment of the hotel industry including major chains, independent hotels, management companies, REIT’s, bed and breakfasts, industry partners and more.

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Brexit uncertainty, but LHR is doing well

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Despite Brexit uncertainty, Heathrow remains a bright light for the UK, with the role we play in keeping people and products moving evident. Our new domestic connections will be pivotal in linking more regions and nations to global opportunities, benefiting all corners of this great country and we look forward to announcing many more of these as part of the expansion programme,”  Heathrow CEO John Holland-Kaye said

  • Heathrow’s passenger numbers continued to climb in March, with over 6.5 million passengers travelling through the UK’s only hub airport, ringing in the 29th consecutive month of record growth for the airport. Notable spikes in the previous month were St Patricks and Mother’s Day, attitudes towards travel remain strong despite ongoing uncertainty around Brexit’.
  • Africa performed especially well over the past month, increasing by 6.2% compared to the same time last year. Domestic connections also saw a slight uplift (+0.2%) with British Airways launching its 2nd service to Inverness and Flybe growing their loads by more than a fifth (23%) with an inaugural flight to Cornwall on March 31.
  • More than 149,000 metric tonnes of cargo travelled through the UK’s biggest port by value, further demonstrating the importance of Heathrow in a post Brexit world.
  • Both Latin America and Africa saw remarkable double digit growth with the former up 23% on 2018 due to additional services to Brazil and increased volumes to Mexico. Freight to and from Africa grew by 11%, thanks to Virgin’s growth on routes to the continent.
  • Two of Heathrow’s Terminals made it into the top five globally, with Terminal 5 taking top spot. In addition, Heathrow was voted amongst the world’s top 10 airports overall and won “Best airport in Western Europe” and “World’s Best Airport Shopping”.
  • In March, Heathrow launched the airport’s new Innovation Prize to fund ideas and solutions addressing aviation environmental impact. The prize is sponsored by Heathrow’s new Centre of Excellence for Sustainability, which connects experts and offers Heathrow as a living laboratory to test and develop ideas that encourage sustainable aviation.
  • The expansion project reached another significant milestone, as the names and locations of the 18 shortlisted sites in the running to become offsite construction centres for Britain’s new runway were revealed. Shortlisted sites will now pitch to airport bosses for their chance to become one of the final four construction centres, to be announced early next year.
  • Heathrow announced the launch of their 10th domestic route. The route is operated by Flybe and links the hub airport to Cornwall in Newquay for the first time since 1997.

Heathrow CEO John Holland-Kaye said:

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