This Week in Hospitality: Schrager’s Hotel Reset, Accor launches in ChatGPT, Disney’s Broader Hotel Play?

from Behind the Stays · host Zach Busekrus

Subscribe to This Week in Hospitality wherever you get you podcasts: Spotify - https://open.spotify.com/show/5oPExA0txHMjEI5Ye13IUy Apple Podcasts - https://podcasts.apple.com/us/podcast/this-week-in-hospitality/id1849637233 Youtube - https://www.youtube.com/@ThisWeekinHospitality This week, the guys zero in on where real leadership in hospitality is showing up — and where it isn’t. Accor’s ChatGPT partnership leads the conversation, not as a booking play, but as a signal that intent is shifting away from websites and toward questions. The takeaway is clear: brands willing to test behavior, learn how guests search, and show up early in the decision journey are already ahead. Scott brings ground truth from Thailand and Jamaica, exposing a widening mindset gap. In Asia, hospitality is still treated as craft — GMs obsess over service, personalization, and staying relevant in hyper-competitive markets. In much of the Caribbean, demand is more destination-driven, and innovation often feels defensive. Edwin adds Europe’s perspective, framing it as split between tradition, efficiency, and emotion — with each region defining “success” differently. The episode closes with Ian Schrager partnering with Highgate to scale Public Hotels — a smart handoff of execution without sacrificing creative control — and Disney’s CEO succession as a reminder that physical experiences still beat disposable content. Spice of the Week lands the point: attention is expensive, but emotion is what actually builds loyalty. This Week in Hospitality is presented to you by Journey. Journey is a loyalty platform built specifically for independent boutique hotels and high-touch hospitality brands. Our mission is to give operators the same powerful rewards engine, data intelligence, and guest insights that major chains rely on — without asking them to give up the individuality, soul, or story that makes their property extraordinary. If you’re an owner or operator of an extraordinary, independently owned and operated hotel or residence — and you want to see whether your property is a fit for the Journey Alliance — you can learn more and apply at alliance.journey.com. Your Hosts: Zach Busekrus — Journey LinkedIn: https://www.linkedin.com/in/zachbusekrus/ Instagram: https://www.instagram.com/behindthestays/ Scott Eddy — Global Travel & Hospitality Expert @MrScottEddy LinkedIn: https://www.linkedin.com/in/mrscotteddy/ Instagram: https://www.instagram.com/mrscotteddy/ Ben Wolff — Founder of Onera & Oasi LinkedIn: https://www.linkedin.com/in/ben-wolff/ Instagram: https://www.instagram.com/uniquestaysguy/ Edwin Kramer — Luxury Hotelier Consultant & Former GM LinkedIn: https://www.linkedin.com/in/edwinckramer/ Instagram: https://www.instagram.com/edwinkramer/

What this episode covers

Subscribe to This Week in Hospitality wherever you get you podcasts: Spotify - https://open.spotify.com/show/5oPExA0txHMjEI5Ye13IUyApple Podcasts - https://podcasts.apple.com/us/podcast/this-week-in-hospitality/id1849637233Youtube - https://www.youtube.com/@ThisWeekinHospitality This week, the guys zero in on where real leadership in hospitality is showing up — and where it isn’t. Accor’s ChatGPT partnership leads the conversation, not as a booking play, but as a signal that intent is shifting away from websites and toward questions. The takeaway is clear: brands willing to test behavior, learn how guests search, and show up early in the decision journey are already ahead. Scott brings ground truth from Thailand and Jamaica, exposing a widening mindset gap. In Asia, hospitality is still treated as craft — GMs obsess over service, personalization, and staying relevant in hyper-competitive markets. In much of the Caribbean, demand is more destination-driven, and innovation often feels defensive. Edwin adds Europe’s perspective, framing it as split between tradition, efficiency, and emotion — with each region defining “success” differently. The episode closes with Ian Schrager partnering with Highgate to scale Public Hotels — a smart handoff of execution without sacrificing creative control — and Disney’s CEO succession as a reminder that physical experiences still beat disposable content. Spice of the Week lands the point: attention is expensive, but emotion is what actually builds loyalty. This Week in Hospitality is presented to you by Journey. Journey is a loyalty platform built specifically for independent boutique hotels and high-touch hospitality brands. Our mission is to give operators the same powerful rewards engine, data intelligence, and guest insights that major chains rely on — without asking them to give up the individuality, soul, or story that makes their property extraordinary.If you’re an owner or operator of an extraordinary, independently owned and operated hotel or residence — and you want to see whether your property is a fit for the Journey Alliance — you can learn more and apply at alliance.journey.com. Your Hosts: Zach Busekrus — Journey LinkedIn: https://www.linkedin.com/in/zachbusekrus/Instagram: https://www.instagram.com/behindthestays/ Scott Eddy — Global Travel & Hospitality Expert @MrScottEddy LinkedIn: https://www.linkedin.com/in/mrscotteddy/Instagram: https://www.instagram.com/mrscotteddy/ Ben Wolff — Founder of Onera & Oasi LinkedIn: https://www.linkedin.com/in/ben-wolff/Instagram: https://www.instagram.com/uniquestaysguy/ Edwin Kramer — Luxury Hotelier Consultant & Former GM LinkedIn: https://www.linkedin.com/in/edwinckramer/Instagram: https://www.instagram.com/edwinkramer/