Wyndham Sees Tech Upgrades as Driving Higher Hotel Profits

Wyndham Hotels & Resorts said Thursday that its recent technology investments have helped keep profits flowing to the bottom line, even as traveler demand for the hotel group's core economy segment moderates.

"We're bringing technology typically offered in luxury and upscale segments to select-service hotels," said Geoff Ballotti, president and CEO.

Digital upgrades to deliver results

Since 2018, Wyndham has done a $275 million tech overhaul, attempting to improve its digital game — especially in the select-service hotel space.

Three weeks ago, it began rolling out its new "Wyndham Connect" guest engagement platform. Ballotti highlighted that more than 2,000 North American hotels have already adopted the system, which leverages "one of the most substantial AI-driven, large language models in the industry."

Key features include:

"Smart Mobile" Check-in: Streamlines the arrival process and helps prevent costly chargebacks. Messaging guests with generative AI: Allows hotels to communicate with guests before, during, and after their stays.