Hyatt’s AI Captures Customers Sooner, Improving Sales and Productivity

Key Points

• Hyatt has redesigned its online booking experience to use generative AI, allowing travelers to search by intent rather than just city, date, and room type.
• The AI-driven approach helps Hyatt capture customer interest earlier, improve conversion rates, and personalize offers based on traveler preferences.
• Hyatt's loyalty program and AI-enabled tools, including for group sales, are increasing engagement and productivity within the company’s own channels.

Summary

Hyatt has overhauled its online booking experience by introducing generative AI that lets travelers search based on personal intent, such as desired climate or amenities, rather than traditional filters like location and dates. This early capture of traveler intent allows Hyatt to convert more users on its own platforms, personalize recommendations, and strengthen its World of Hyatt loyalty program. Additionally, AI-driven internal tools have improved productivity, positioning Hyatt to better compete in the evolving hotel booking landscape.