Hotel guests today expect experiences that feel personal, immediate, and intuitive. Unfortunately, most personalization strategies in hospitality fall flat. They rely on static guest segments, rigid rules, or vague CRM profiles that can't keep up with real-time guest behavior.
The result? Low engagement, underwhelming experiences, and missed revenue opportunities.
At LasoExperience, we’ve built an AI-driven personalization engine designed to change that, not just by improving the guest experience, but by driving direct revenue from every personalized interaction.
Why Traditional Personalization Falls Short
Let’s be honest: hospitality technology hasn’t made it easy to personalize at scale. CRMs are full of stale data, loyalty systems are designed for past behavior, and most marketing tools were built for static email campaigns, not dynamic, real-time experiences.
Personalization has traditionally meant manually creating guest segments, assigning offers, and pushing them through disconnected channels. It’s labor-intensive, inflexible, and often completely detached from what a guest is doing right now.
As LasoExperience CEO Miloš Žikić noted in a recent interview: “If a guest shows up early, skips breakfast, and lingers near the pool bar, none of that is captured or acted on in most systems. We’re still sending them a ‘one-size-fits-all’ spa promotion.”
That disconnect is a missed opportunity, not just for guest satisfaction, but for revenue.
AI That Understands the Guest Journey in Real Time
LasoXP changes the game by replacing static segmentation with continuous behavioral tracking and real-time AI-powered decisioning. Our platform builds a dynamic profile for each guest as they move through their journey with a hotel; from pre-booking behavior to in-stay preferences.
This guest profile updates in real time and the system automatically delivers the right content, offers, or nudges exactly when they’re most likely to convert.
This isn't a theory. It’s already delivering results:
- At Sunseeker Resorts, LasoXP powered a fully personalized experience across digital and on-property touchpoints. Guests received dynamic offers based on real-time behavior, resulting in a 50% conversion rate on personalized CTAs and a significant lift in direct bookings.
- On average, hotels using LasoXP are seeing 4x higher engagement compared to traditional CRM campaigns, with fewer manual configurations and faster time-to-value.
Unlocking Micro-Moments That Add Up to Macro Revenue
Personalization has too often been treated as a brand or guest satisfaction initiative. LasoXP reframes it as a revenue function. Every interaction is an opportunity to influence behavior, to upsell, cross-sell, or deepen engagement based on what each guest actually wants at that moment.
The magic of LasoXP lies in its ability to activate across the entire journey. Instead of isolated campaigns, we enable continuous optimization of micro-moments:
- During check-in: Personalized upgrade prompts based on historical preferences.
- Mid-stay: Timely offers for spa, dining, or experiences based on real-time signals.
- At check-out: Smart nudges for loyalty enrollment or rebooking incentives.
Each of these touchpoints is an opportunity to influence guest behavior and collectively, they create a significant impact on topline revenue.
As Zikic put it: “Hotels are sitting on hundreds of missed conversion moments every day. We help them capture those moments automatically, without needing a team of analysts and campaign managers.”
What Makes This Work: Intelligence, Not Just Automation
At LasoExperience, we help hotels unlock the power of AI to personalize experiences with minimal effort. Our approach isn’t about more tech, it’s about smarter interactions. Here’s how it works:
- Behavioral Insights: We analyze guest interactions across digital touchpoints—website visits, booking behavior, message engagement, service requests—to build a dynamic profile.
- Automated Intelligence: Instead of rules-based workflows, we use AI to understand guest intent and trigger relevant messages or offers at the right moment.
- Real-Time Optimization: As guest behavior evolves, so does the personalization. It’s never static. Each new data point refines the next interaction.
The result? Personalized moments that drive upgrades, increase ancillary revenue, and boost guest satisfaction.
A New Operating System for Guest Experience and Growth
Think of LasoXP not as another tool, but as a personalization engine layered across your guest experience. It plugs into your PMS, POS, booking engine, turning them into intelligent channels that know how to sell, engage, and delight in the moment.
This is especially valuable in today’s environment, where hotels need to drive more revenue per guest without adding headcount. With LasoXP, every message is smarter, every offer is more timely, and every touchpoint becomes a revenue opportunity.
The Future of Guest Experience Is Automated, Adaptive, and Profitable
Personalization should not be a nice-to-have or a brand differentiator alone. It should be a core lever of the revenue strategy. AI makes that possible today. But it requires rethinking how hospitality defines engagement.
When every guest gets a unique experience, every interaction becomes a revenue opportunity. That’s the promise of LasoXP, and it’s already delivering for some of the most innovative hotels in the world.
If you're ready to move beyond CRM campaigns and static guest segments, it's time to talk about real personalization — the kind that pays off in dollars, not just delight.
