How Guest Expectations Are Shifting with AI

What’s really happening with AI in hospitality right now?
In this episode, Josiah Mackenzie explores this with Drew Potter of Actabl, who brings a rare mix of hotel operations experience, hands-on AI experimentation, and a technology-provider perspective. Fresh from the Destination AI Summit in Washington, DC, Drew shares what’s changed over the past year, what’s actually working inside hotels today, and where guest expectations are heading next.

From analyzing guest feedback with AI to preparing for LLM-driven discovery, this episode offers a grounded look at how technology is reshaping hospitality right now.

Read Drew's article: Destination AI Summit 2025: A Turning Point for Hospitality

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands