Personalization has been every hotelier’s goal for years. But the challenge isn’t whether you have guest data, it’s whether you can actually use it when it matters.

In this episode of Hotel Moment, Revinate CMO Karen Stephens sits down with Chris Koehler, CMO at Twilio, to dig into why data acquisition — not data collection — is the real barrier to better guest experiences.  They explore the growing gap between how brands think they engage with customers and how guests actually experience it — And how to close that gap with clean, connected guest profiles that give teams the context they need across every touchpoint.

They also look ahead to how AI will reshape the travel journey, from trip planning to booking. As AI agents become part of how guests interact with brands, hotels with the most accessible, unified guest data will be best positioned to personalize experiences and build lasting loyalty.

The future of hospitality personalization starts with getting your data ready to work for you.