Rethinking Tech to Serve a Unique, Human Hospitality Perspective

The COVID-19 pandemic radically changed the way we travel. Beyond security measures and travel restrictions, the pandemic also changed what travelers are looking for: meaningful, comfortable and more human experiences that immerse them fully in the culture of their new destination, from knowing the unique vision that artisans capture in their work to the colors and aromas of the local cuisine. 

Another priority that travelers take into account now is staying in a place that feels like home. The pandemic has made us reevaluate the meaning of home and seek in other cultures a different and meaningful perspective that feeds our senses, leading us to transform the space (any space) into a place that gives us warmth, safety and the unique feeling of belonging.

Because of this, a new concept has emerged in the tourism industry that perhaps a couple of years ago would have seemed very difficult to get: going out, discovering and touring every corner of the world without necessarily sacrificing the amenities that make a stay a more homelike experience, and that at the same time connects us with new experiences that enrich our senses through comfort.

According to an American Express global study, the pandemic has changed people's perception of travel, with personalized experiences (82 percent), high levels of cleanliness (81 percent) and privacy (79 percent) being the services and amenities most desired by respondents, as they are, after all, issues that relate to being at home.

Today, more than ever, the hospitality industry must understand that the pandemic has left people with a desire to feel new sensations, to be surprised by the world and to discover new places, but how can this be achieved? Everything indicates that the key lies in developing a more human approach to technology.

Rethinking Hospitality Technology

The United Nations World Tourism Organization has already warned: if the travel and hospitality industry wants to survive, it must increasingly embrace technology. However, it’s important not to think of technology as having the latest gadgets and fully automating and dehumanizing customer service. Instead, technology can help companies be closer to their guests and understand them better.

While big data can help track consumer behavior or forecast demand for services, artificial intelligence can personalize travel for tourists seeking authentic experiences. Doing so not only ensures a better experience for travelers, but also opens a window of new opportunities to design more enriching travel experiences that give a deeper meaning to the human experience through comfort and innovation.

This has driven the birth of new hospitality concepts and companies, such as Casai, where through a technological approach focused on the human experience, we design services, spaces and experiences that offer guests the unparalleled feeling of warmth that only their own home can offer. 

To achieve this, we leverage the latest smart hosting technology trends: stay management and booking from our app, touchless entry to the apartments, voice assistants to control various features in the spaces, recommendations of the best restaurants, galleries, stores and boutiques in the city and more; all to ensure that guests bring the best of home to their new adventure.

By automating a lot of the more impersonal tasks required in a stay, this lets our dedicated customer service focus their interactions on building genuine connections and providing concierge help to our guests. Additionally, our robust data engine allows us to better understand what ways we can provide help easier and faster to our guests, ensuring a unique and human experience.

Another global trend on the rise is the hybrid model of work, which is also changing the concept of both leisure and business travel: 54 percent of travelers noted that the freedom and flexibility of working while traveling the world is more attractive now than before the pandemic. All these remote professionals who have decided to pack up and work from countries like Mexico or Brazil require spaces that suit their needs: super-fast internet connection, intelligent 24/7 concierge assistance, as well as amenities that help them feel good emotionally.

In conclusion, rethinking technology through a more human approach is the best way to offer new travelers (both leisure and business) a sophisticated experience in line with their new expectations. All it took was a push of digital acceleration to achieve an innovative concept that we could not have imagined just a couple of years ago: discovering the world while feeling at home.