Hyper-Personalisation in Hospitality

A step beyond customisation, this new trend is key in enhancing guest experiences.

- By Vinesh Gupta, General Manager, The Den Hotel, Bengaluru

Hospitality has always been about crafting memorable experiences. But guests today expect more than just luxury—they seek tailored interactions that align with their preferences and lifestyles. While traditional customisation allows for basic choices like bed type or meal preferences, hyper-personalisation takes this further. By leveraging AI, big data, and real-time analytics, hotels can anticipate guest needs before they arise, delivering seamless and intuitive stays. This shift redefines hospitality, making experiences more immersive, responsive, and personal.

From Customisation to Hyper-Personalisation

The evolution from simple customisation to hyper-personalisation is a game changer. Previously, guests would make manual selections—choosing their pillow type, requesting a wake-up call, or specifying dietary preferences. While these options provided some personalisation, they relied on guests actively communicating their choices. Hyper-personalisation, on the other hand, is proactive. It analyses guest data, past behaviours, and real-time interactions to curate experiences without the need for explicit requests.