Meet Katarina Railko, a seasoned expert in hospitality and travel technology, whose extensive experience in the industry has made her a trusted voice in shaping innovative solutions for hotels and guests alike. With a deep passion for enhancing travel experiences through events, expos, and conferences, Katarina brings a unique perspective to the latest advancements in the field. In this interview, we dive into the transformative potential of AI in hospitality, focusing on how new tools are personalizing guest experiences, streamlining hotel operations, and strengthening local connections. From pre-arrival planning to on-property engagement, Katarina shares her insights on how technology is redefining the way hotels connect with their guests.
How do you see AI tools like Mindtrip for Hotels reshaping the hospitality industry, especially in terms of guest engagement?
AI tools like Mindtrip for Hotels are game-changers because they bridge a critical gap in guest engagement. They allow hotels to connect with travelers even before they arrive, offering personalized recommendations for local attractions, dining, and activities. This kind of early interaction builds anticipation and sets the tone for a memorable stay. What’s exciting is that these tools can answer questions instantly, at any time of day, which is something traditional concierge services often struggle with due to staffing or hours. It’s about creating a seamless, always-on experience that makes guests feel valued from the very first interaction.
What specific challenges in the hotel sector do you think AI platforms are best positioned to address?
One of the biggest challenges hotels face is balancing personalization with operational efficiency. Guests today expect tailored experiences, but small or even mid-sized properties often lack the resources to deliver that at scale. AI platforms step in by automating routine inquiries about amenities, local hotspots, or booking options, which frees up staff to focus on meaningful, in-person connections. Additionally, these tools help hotels compete with larger chains by offering a high level of service that might otherwise be out of reach, leveling the playing field in a very competitive market.
Can you walk us through how AI can enhance a guest’s experience before they even step foot in the hotel?
Absolutely. Before a guest checks in, AI can act as a virtual concierge. It can suggest activities or dining options based on the guest’s interests, whether that’s a nearby museum, a hidden gem restaurant, or an on-property spa package. This isn’t just generic advice—it’s tailored to the individual, often pulling from the hotel’s own content or local partnerships. Guests can ask specific questions about the property, like gym facilities or restaurant hours, and get instant answers. This pre-arrival engagement builds a connection and often encourages guests to book additional services, boosting revenue for the hotel.
How does this technology support hotel staff in delivering a more personalized in-person experience?
By handling the repetitive, time-consuming tasks like answering basic questions or providing directions, AI frees up staff to focus on what really matters—building relationships with guests. Front desk teams can spend more time offering personal touches, like greeting returning guests by name or suggesting a special experience based on a conversation. This shift not only improves the guest experience but also helps staff feel less overwhelmed, which can reduce turnover—a huge issue in hospitality. Ultimately, it allows hotels to stand out by emphasizing human connection over transactional interactions.
What’s involved in getting an AI platform like this integrated into a hotel’s existing systems?
The integration process is often more straightforward than people expect. It typically involves embedding code snippets into the hotel’s website or using pre-designed page templates provided by the platform. The ease of setup depends on the hotel’s tech infrastructure, but many platforms are designed to be user-friendly, even for properties with limited IT resources. Once the integration is complete, which can take just a few weeks, the system is live, and guests can start interacting with it immediately. The key is that it doesn’t require a complete overhaul of existing systems, making it accessible for a wide range of properties.
How can hotels use their own content and branding within these AI tools to create a unique guest experience?
Hotels can leverage their existing website content, documents, and branded materials, which the AI then indexes and highlights to guests. This could include showcasing signature experiences, like a rooftop bar or a guided tour, directly through the platform. Additionally, hotels can create custom guides—think curated lists of local favorites or seasonal events—that appear both on their site and sometimes on the AI provider’s broader consumer platform. This not only reinforces the hotel’s unique identity but also positions them as a trusted source of local knowledge, enhancing the guest’s perception of the property.
Could you explain the concept of features like ‘Start Anywhere’ and Magic Links, and how they benefit both hotels and guests?
These features are incredibly innovative because they turn inspiration into action. The ‘Start Anywhere’ concept allows guests to begin planning their trip from any piece of digital content—say, a social media post or a video about the hotel or destination. Magic Links then transform that content into a customizable trip plan directly on the hotel’s website. For hotels, this is a powerful marketing tool because they can embed these links across their channels, guiding potential guests from a casual browse to a concrete booking. For guests, it simplifies the planning process, making it easy to go from dreaming about a trip to actually making it happen.
How do AI tools ensure that recommendations remain relevant to the hotel’s location and local community?
These platforms often use geo-boundaries, which are essentially digital perimeters that prioritize recommendations within a specific area around the hotel. This means guests are directed to nearby partners, like local restaurants or attractions, rather than generic or distant options. This focus benefits guests by providing authentic, convenient suggestions that enhance their experience. For hotels, it strengthens ties with local businesses, fostering community goodwill and often leading to mutual promotions or partnerships that drive more traffic to the property.
What is your forecast for the future of AI in hospitality over the next few years?
I believe AI will become an indispensable part of hospitality, evolving from a novelty to a core operational tool. We’ll see even deeper personalization, with AI predicting guest needs based on past behaviors or broader travel trends. I also expect integration to expand beyond websites into in-room devices, mobile apps, and even wearable tech, creating a truly connected experience. The focus will likely shift toward sustainability and community impact as well, with AI helping hotels promote eco-friendly practices or highlight local culture. It’s an exciting time, and I think we’re just scratching the surface of what’s possible.
