An interview with Scott Dahl and Mercedes Blanco

In this conversation, Scott Dahl and Mercedes Blanco unpack how upselling and cross-selling are evolving as hotels head into 2026. What used to be about upgrades and price points has become about creating moments that matter. Today’s travelers look for meaning, connection, and experiences that feel personal.

Mercedes, drawing on her experience in digital marketing and hospitality technology, shares how AI is transforming guest engagement. From smarter segmentation to personalized offers that tell a story, she highlights how technology helps hotels go beyond transactions and build relationships that drive both loyalty and revenue.

Together, Scott and Mercedes explore key challenges shaping the industry:

• The ongoing struggle over data ownership between hotels and OTAs
• How generational and cultural differences influence traveler expectations
• The balance between personalization, privacy, and compliance

They also look at how AI tools like ChatGPT are changing how guests plan and book stays. As travelers turn to conversational channels for inspiration and decisions, hotels need to rethink how they show up in these new digital spaces. The message is clear: adapt now, or risk being left behind.

Throughout the interview, Scott and Mercedes emphasize that technology should enhance the human touch, not replace it. They share examples of how hotels are already using AI to support upselling, streamline operations, and improve guest communication. The result is more relevant offers, smoother experiences, and stronger connections.

Their closing message is one of optimism. The future belongs to hotels that experiment, embrace innovation, and keep the traveler at the center. Because the real opportunity isn’t just to sell more—it’s to create experiences worth remembering.

Interview timeline

00:10 — Introduction: upselling and cross-selling in hotels
01:00 — Mercedes’ background and career path
02:14 — How AI and data are reshaping value creation
04:15 — The state of personalization in hotel marketing
06:24 — Generational and cultural travel trends
08:35 — The impact of AI and conversational tools
09:59 — New distribution channels and AI booking agents
13:21 — Data ownership, privacy, and friction points
17:04 — Personalization limits and GDPR compliance
18:54 — Practical AI applications in upselling and cross-selling
27:31 — Breaking silos and total revenue management
31:11 — Booking through AI agents: what’s next
35:11 — Building trust in AI-driven recommendations
39:58 — OTA competition and partnership opportunities
44:47 — Overcoming language barriers with AI concierges
45:22 — Final advice: experimentation and human connection

Test your knowledge

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