Regional Spotlight: Sydney ( see page 20 )
17–18 Sep t ember 2025 | ICC Sy dne y
Aus t r a lia’s L a rges t Ho t el &
T echnol ogy | Commerce | Design | E x perience
Are you Operating in Isolation?
The most exciting hotels are the ones that don’t operate in isolation. They’re not just a place to check in and check out, they’re plugged into the world around them. One of the best ways to achieve this is through smart partnerships.
These collaborations can take many forms. It might be teaming up with a local festival or fashion week, like Hotel Indigo’s partnership with New Zealand Fashion Week, or working with a paint brand on a new design concept. It could be aligning with a car company to offer guests exclusive drive experiences, or partnering with a homeware label to create shoppable suites.
The value of these partnerships runs deeper than marketing buzz. They allow hotels to expand their reach, attract new audiences,
PUBLISHER: Tania Walters
ADMINISTRATION MANAGER: Kieran Mitchell
EDITOR-IN-CHIEF: Caitlan Mitchell
HEAD OF CONTENT: Sarah Mitchell
CONTENT MANAGERS: Caroline Boe, Daniel Rogers
EDITORIAL TEAM: Sam Francks, Jenelle Sequeira
SENIOR DESIGNER: Raymund Sarmiento
GRAPHIC DESIGNER: Raymund Santos
and inject fresh energy into the property. More importantly, they create moments guests want to talk about. When a stay is elevated by a unique experience, a beautifully curated space, an exclusive product, or behind-the-scenes access, it drives loyalty and makes your brand memorable.
In an industry where differentiation is everything, hoteliers should be asking: who can we partner with to surprise and delight our guests? Which brands align with our story and can help us tell it in a way we can’t do alone?
As we head into another competitive year, the opportunities are endless. The right collaboration doesn’t just add a name to your marketing deck. It adds value, relevance, and a sense of connection that guests won’t forget. l
Our Network:
Luxury Lodges in Hot Demand
High-net-worth individuals have influenced a swing for luxury lodges and boutique accommodation stays across the sector. Luxury lodges have been the strongest performing sector of the Australian and New Zealand hotel market, buoyed by robust demand from affluent domestic and international visitors, new CBRE research has shown.
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CODAGE Paris Arrives At SO/Spa
SO/ Auckland has announced that CODAGE Paris has arrived at SO/ Spa, ushering in a new era of luxury treatments for the hotel. Four CODAGE Paris treatments join SO/ Spa’s evergreen collection, as the French beauty house becomes SO/ Auckland’s flagship treatment provider.
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Holiday Inn Express has launched The Great Kiwi Wake-Up to find out why New Zealanders are exhausted, particularly in the morning. Turns out Kiwis are exhausted, and it’s mornings that are feeling the pinch. The Great Kiwi Wake-Up, commissioned by Holiday Inn Express, part of IHG Hotels & Resorts' essentials portfolio, found New Zealanders are a nation of restless sleepers, chronic snoozers and on-the-go breakfast skippers.
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The Great Kiwi Wake-Up
Waldorf Astoria
Osaka Showcases Art Deco Grandeur
Waldorf Astoria Osaka has harmonised timeless art deco grandeur with contemporary Japanese elegance.
Waldorf Astoria Osaka, the first Waldorf Astoria in Japan, marks a new benchmark in hospitality-driven architecture in one of Asia’s most captivating cities. Throughout its history, Waldorf Astoria has redefined the skyline of the world’s greatest cities –from the legendary flagship in New York to its landmark properties across the globe.
Designed by internationally acclaimed architect André Fu, Waldorf Astoria Osaka further evolves the architectural legacy once more, blending the brand’s timeless design philosophy with the spirit of modern Japan.
Fu’s design juxtaposes and harmonises the contrasts of Osaka’s historic castles and temples with its sleek contemporary skyscrapers, weaving together Art Deco grandeur and meticulous Japanese craftsmanship to fuse the identities of the brand and the destination.
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Disneyland Resort Turns 70
Disneyland Resort has celebrated its 70th anniversary, honouring those who have made it one of the world's most popular landmarks.
Disneyland Resort, known as The Happiest Place on Earth, commemorated seventy years by honouring the people who have made those memories possible: Disneyland Resort cast members.
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TFE Launch in UK Market
TFE Hotels has announced its official entry into the UK market, launching two Adinabranded apartment hotels in Cambridge and Glasgow.
Australian international hotel group, TFE Hotels, is set to make its long-anticipated entry into the UK market with the launch of two Adina-branded apartment-hotels: The Hobson Cambridge by Adina and The Wellington Glasgow by Adina in Q3 this year.
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Tourism Australia Partners with CMG
Tourism Australia has invited Chinese tourists to "Come and Say G'Day" with a new partnership with China Media Group, CMG. Tourism Australia and China Media Group (CMG) solidified their partnership through a two-year Memorandum of Understanding (MOU) signed at the Great Hall of the People in Beijing today.
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Redefine the comfort of your guests with Slumberzone
Slumberzone Beds!
Choosing the right beds is crucial to ensuring guest satisfaction and repeat bookings. As a leading mattress manufacturer, we recommend prioritizing comfort, durability, and support. Opt for medium-firm mattresses to cater to a wide range of sleepers and consider neutral materials like Latex, or hybrid constructions for enhanced comfort. Look for mattresses with longer warranty support and easy maintenance, ideal for highoccupancy environments. Always factor in guest feedback and evolving trends in sleep preferences. Partnering with a reliable supplier ensures consistent quality, tailored solutions, and ongoing support—so your guests enjoy restful nights and your investment delivers long-term value.
• Quality and service at affordable cost
• Pocket friendly leasing options with guaranteed replacement in 5 years
• Variety of options to choose from
• Tailored solutions for specific requirements
Minimalism VS. Maximalism FINDING DESIGN BALANCE IN THE HOTEL SPACE
Chris Stevens of CTRL Space explores the real-world considerations behind two of the most talked-about design philosophies in hospitality.
Sunset, Sudima Hotel
Minimalism and maximalism have become buzzwords in design circles, particularly in hospitality. But what do they really mean when applied to hotel interiors? For me, it’s not about choosing sides in a trend war, but understanding what each approach offers, and how they serve the guest experience. At a basic level, minimalism is about stripping back to the essentials. It’s a design style where nothing distracts the eye from the structure or the form. All the creative expression lies in the architecture, in the bones of the space. But minimal doesn’t (and shouldn’t) mean bland. The proportions, flow and functionality need to be so strong that they carry the experience. There’s a real art to doing minimalism well. Simple and minimalist aren’t the same thing.
Maximalism, on the other hand, often gets reduced to colour and clutter, but it’s not just pattern-onpattern. To me, maximalism can be a richness of form. It’s the nooks, the quirks, the layering that creates a sense of discovery. Sometimes the palette is bold, sometimes neutral, but it’s the detail and personality that bring it to life. A space full of architectural interest points, or oddities, even in muted tones, can be maximalist just because of how much there is to explore.
While they may appear to be opposing forces, I see minimalism and maximalism as two ends of a spectrum and most hotel projects find their place somewhere in the middle. The real decision comes down to your target market. What kind of experience do they want? What kind of experience do you want them to have? Some hotels
The Upper House Lobby Sunset, Sudima Hotel
need to be sanctuaries; others need to be full of energy and texture.
Take our work on Sunset, the rooftop bar in the Sudima Hotel, for example, a project where we leaned into minimalism. The views were the hero, and we chose a bright but tonal palette, colours within the same family, rather than a mix of competing hues, to complement the energy of the space. The materials and finishes were intentionally cohesive, allowing the design to feel elevated but not overpowering, for the architecture and landscape to speak for themselves.
Maximalism, when done well, creates high-impact, memorable spaces. Think of the interior design personality of a hotel concept like Soho House. It’s plush, full
of personality, with a very boldly British aesthetic that’s rich and layered without becoming chintzy. But this kind of approach needs to be considered. Without a story or structure, it risks becoming visually noisy or disjointed.
Functionality always comes first for me, regardless of the aesthetic. If a space doesn’t work operationally, the design doesn’t matter. That’s where we start in every project — with how the space needs to function for guests and staff — and then we layer on the visuals from there.
At CTRL Space, our early-stage process is about deep collaboration with our clients. There are always constraints, but there are also
Continued on pg. 14
Chris Stevens
Soho House, Barcelona House
Continued from pg. 13
always opportunities to challenge expectations. We ask the hard questions, we interrogate the brief, and we reverse-engineer the design based on the guest journey. It’s not about pushing a style. It’s about finding the right solution for the experience we want to create.
Post-COVID, we saw a lean toward minimalism, partly due to material shortages, but also from a desire for calm and clarity. But we’re also seeing more clients willing to be bold. Hoteliers are becoming more design-savvy, and the best ones understand that stepping outside the safe middle ground can create something truly compelling. Yes, it’s riskier. But it’s also how you create spaces that people remember.
My advice? Whatever direction you choose, commit to it. There’s no “right” design, but there is such a thing as half-baked. Design without conviction always shows. If you go minimalist, go deep into the form
Post-COVID, we saw a lean toward minimalism, partly due to material shortages, but also from a desire for calm and clarity. But we’re also seeing more clients willing to be bold. Hoteliers are becoming more design-savvy, and the best ones understand that stepping outside the safe middle ground can create something truly compelling.
and detail. If you go maximalist, be intentional with your layering and story. Either way, the guest will feel it and that’s what matters most.
Some of my favourite examples of Minimalist design are:
The Slow (Bali)
Raw concrete, timber, and glass create an art-gallery-meets-retreat feel. No clutter, no distractions — just mood, materiality, and clean contemporary lines.
The Viceroy Los Cabos, Mexico
A striking example of sculptural minimalism. With its clean white architecture, reflective water elements, and seamless flow between indoor and outdoor spaces, the design is bold yet restrained. It’s a minimalist approach that feels immersive, calm, and unapologetically high-concept.
The Upper House (Hong Kong) Designed by André Fu, this is
a high-rise sanctuary with an incredibly pared-back aesthetic. Natural timber, stone, and a muted palette create a serene, almost spiritual guest experience. The very essence of luxury minimalism.
Maximalism at its best can be seen in the designs of:
Soho House
The definitive modern maximalist hotel brand. Plush upholstery, clashing patterns, curated vintage finds, bold art and ambient lighting create layered, character-driven interiors.
The Nomad Hotel (London & NYC)
Rich textures, jewel tones, curated artwork and antique touches. Maximalist but not chaotic and with a strong design narrative.
The Hoxton
The Hoxton brand leans into a curated maximalist vibe - full of texture, vintage pieces, bold artwork, and a sense of urban cool.
Viceroy, Los Cabos
The Upper House, Salisterra, Bar Lounge - Green Room
Transforming an Underperforming Motel INTO A PROFITABLE INVESTMENT
Property Overview
• Type of Accommodation: Self-Rated, 4-Star Motel
• Location: Strategic Regional Town
• Number of Guest Rooms: 20
BACKGROUND & OPPORTUNITY
The property was acquired with the intention of serving as a defensive investment - prioritising consistent income over capital growth. The owners envisioned a hands-off approach, delegating operations to a manager while enjoying steady returns. Despite significant renovations and effort, the motel underperformed compared to competitors in the area. After two consecutive years of financial losses in a thriving market, the owners engaged RevenYou to
conduct a thorough operational assessment, identify the underlying issues and implement a strategic framework aimed at delivering profitability. A daily revenue target was determined based on the desired return on investment, establishing a clear benchmark for success.
STRATEGIC ACTIONS TAKEN
REVENUE MANAGEMENT & DISTRIBUTION OPTIMISATION
• Conducted a comprehensive audit of the Property Management System (PMS), Channel Manager
and Online Travel Agency (OTA) listings.
• Introduced a dynamic pricing strategy that adjusted rates based on day-of-week trends, seasonal demand and peak event periods.
• Developed a corporate rate strategy for targeted sales activity.
• Expanded distribution channels to include platforms focused on corporate and government segments.
• Secured competitive government contracts to increase occupancy.
• Implemented automated post-stay emails to encourage guest reviews and enhance the motel’s online reputation.
SALES & MARKETING ENHANCEMENTS
• Undertook a review of the website, GA4 analytics and SEO performance resulting in a redesign of the website and content update ensuring the property’s unique selling points were highlighted and optimised for search.
• Conducted targeted telephone sales campaigns to attract new business.
• Developed a social media calendar to ensure consistent and strategic messaging.
• Delivered on-site staff training focused on accurate guest data collection, enabling personalised marketing through quarterly email campaigns.
• Established relationships with high-volume travel agents already booking clients within the area.
• Leveraged Lanyon and Consortia platforms to increase Global Distribution System (GDS) bookings.
OUTCOMES
• Revenue Milestone: surpassed the daily revenue target within two months; achieved 100% growth over the original target within five months.
• Annual Trading Performance:
-Increased Average Daily Rate (ADR) by $36 per night.
-Boosted room revenue by $335,000.
• Profitability: the property transitioned from loss-making to profitable, with the owners expressing high satisfaction.
• Return on Investment: For every $1 invested in RevenYou, $12 in revenue was generated.
CLIENT TESTIMONIAL
“I have worked with Tamie and RevenYou both formally and informally for three years. Our business has seen continued growth as a direct result of getting our rate mix sorted with OTAs, government agencies and direct bookings. I know Tamie is always there if I ever need assistance and RevenYou is directly aligned with our motel when it comes to strategies and goals. I would highly recommend to anyone, even those of us who think we know everything.” – Melissa, Owner.
Big Ideas & Bold Solutions
The accommodation and hospitality industries will come together again at NoVacancy 2025, taking place at ICC Sydney on the 17th and 18th of September.
NoVacancy is an industrywide event, regardless of whether attendees operate hotels, serviced apartments, student accommodation, or casinos. Every year, leaders, operators, and innovators gather to connect, learn, and get inspired. It’s the one time they can experience the entire sector, technology, design, operations, F&B, sustainability, revenue, and more, brought together in one buzzing space.
Event Director Matt Gatfield said that practical solutions and the latest innovations will be on show, as well as creating the best opportunity to
connect with people to help tackle the biggest industry challenges.
“Whether you want to get ahead on technology, refresh your approach to guest experience, or simply see what’s new, NoVacancy is where you’ll find your next idea or partnership. If you want to keep your business ahead of the curve, this is the place to be,” said Gatfield.
A key theme of this year’s expo is the spotlight on what really matters to those in the industry right now.
Gatfield said attendees can expect to dive deep into digital transformation, AI and automation, staffing and leadership, guest experiences,
For attendees, it’s about discovering new ideas, finding the right solutions, and building connections that last well beyond the show. For exhibitors, it’s a unique chance to showcase what you do to the right audience, real decision-makers from across the entire accommodation sector,
new F&B trends, energy efficiency, sustainability and many other crucial industry priorities.
He said standouts of the expo will be the sessions on driving revenue in a tough market, adapting to changing guest expectations and leveraging tech, from PMS to guest apps to biometrics. Gatfield added that attendees will also have a front-row seat to discussions on sustainability (without sacrificing the bottom line), the rise of hybrid accommodation models, and new ways to attract and delight younger guests.
“I’m genuinely excited about the lineup for 2025. We have nine sectorspecific summits running over two action-packed days, each designed so you can drill down into the topics that matter most to your business.”
The networking opportunities at NoVacancy are one of the main reasons people come back year after year. Gatfield said it's a chance to connect with operators, owners, suppliers and peers from every corner of the accommodation sector.
“Whether you’re a General Manager, investor, asset manager, F&B leader, or tech specialist, you’ll meet people who understand your challenges and ambitions.”
He added that whether it’s through casual meetups or structured networking, many attendees have found that the best ideas and deals have happened during a chat over coffee or at the networking drinks.
“If you want to expand your network and spark new collaborations, you’ll get a huge amount of value here.”
The spotlight will be directly placed on the big challenges facing the industry at NoVacancy 2025, most notably talent and workforce shortages, energy costs, digital disruption, the AI wave and new
guest behaviours and demands.
Gatfield said these aren’t just buzzwords, but conversations that need to be had.
Through live panels, audience Q&As, roundtable discussions, and hands-on workshops, attendees will be able to hear how others are navigating these headwinds and walk away with ideas to implement straight away. If there’s a challenge they are wrestling with, chances are they will find solutions and maybe even a partner or mentor to help, right at NoVacancy 2025.
Gatfield said his hope is that everyone leaves NoVacancy with real, practical value.
“For attendees, it’s about discovering new ideas, finding the right solutions, and building connections that last well beyond
the show. For exhibitors, it’s a unique chance to showcase what you do to the right audience, real decisionmakers from across the entire accommodation sector,” he said.
“I want you to go home with a notebook full of inspiration and strategies, new contacts in your phone, and maybe even the spark that leads to your next big win. Don’t just hear about it from others, make sure you’re part of it.” l
Under Southern Skies
It is no wonder that tourists from around the world flock to Sydney year after year. From the sails of the opera house and the bustling city life, to the natural beauty found among its rugged mountain ranges or its abundance of world-class beaches, there is something to appeal to every tourist who sets foot in the biggest city in the land down under.
New Chapter for City Icon
Australian native and veteran hotelier John O’Shea joined the acclaimed Fullerton Hotel Sydney as its new General Manager in February this year.
With more than 40 years of experience in the hospitality industry,
O’Shea has successfully managed numerous iconic hotel openings and renovations in Australia and across the Asia Pacific, including China, Japan, Thailand, Malaysia, and Fiji.
His return to Australia after 30 years overseas saw him lead the successful opening of the Langham Gold Coast in 2022. The renowned three-tower Jewel development, which includes luxury rooms and serviced apartments, quickly gained industry accolades under O’Shea’s stewardship, including the coveted Australian Hotels Association National Awards “Overall Hotel of the Year” award.
O’Shea labelled this career milestone, following the pandemic, as one of his career highlights and has been excited to share those learnings with his leadership team at The Fullerton Hotel Sydney. With a strong reputation as a dedicated leader within the industry, having achieved numerous awards, including Michelin stars and Chef’s
Hat accolades for the hotels he has managed, he maintains that the moments he most enjoys in his role are when he is front of house, engaging with guests and staff.
"I look forward to working with the talented Fullerton team and getting to know our loyal guests and visitors," said O’Shea.
"I always say the best place for a hotel General Manager is in the public areas, speaking with the guests, so front of house is where you are most likely to find me."
He said The Fullerton Hotel Sydney was a true landmark, and he was fully prepared to meet all the exciting projects that are ahead, including the hotel room refurbishment set for the coming months, the celebration of the 150th anniversary of the stunning General Post Office (GPO) building, and more.
“I hope to continue the successful patterns established by the hotel leadership team. My goal is to further sustain The Fullerton Hotel Sydney’s leading reputation. Now is the perfect time to take on the role," O’Shea said.
With its prime Martin Place location, O’Shea anticipated that The Fullerton
would become one of Sydney’s favourite spots for after-work drinks, long lunches, and relaxing gettogethers with family and friends.
“I am particularly passionate about bringing a stronger sense of identity to the hotel's food and beverage offerings across The Bar, The Place, and showcasing what this beautiful and iconic Heritage GPO Building has to offer.” l
John O'Shea
Image Credit: The Fullerton Hotel Sydney
Image Credit: The Fullerton Hotel Sydney
Landmark of Luxury
Located in the beating heart of Sydney’s bustling CBD, Sheraton Grand Sydney Hyde Park is known for offering guests the finer side of accommodation.
Image Credit: SHS x Sheraton Grand Sydney Hyde Park
Adding to its team, the hotel has announced that seasoned hospitality industry executive David Lance has been appointed General Manager.
Lance brings over 30 years of international hospitality experience to the role, most recently serving as General Manager at Royal Orchid Sheraton Bangkok Riverside. Under his leadership, the hotel achieved significant improvements in guest satisfaction and service delivery, alongside strong financial results.
Born and raised in Australia, Lance began his hospitality career in 1995 at Four Seasons Hotel Sydney before joining Marriott International in 2003 as Duty Manager at the Sydney Marriott Hotel. He went on to hold a series of senior operational roles in Thailand, including his first General Manager posting at Marriott Executive Apartments Sukhumvit Park Bangkok.
In 2015, he relocated to Abu Dhabi to lead the pre-opening of the city’s first Marriott Hotel Downtown and Marriott Executive Apartments. He later took the helm at Marriott Hotel Al Forsan, where he delivered record
profitability and staff engagement outcomes in 2022.
Lance’s appointment supports Marriott’s ongoing focus on experienced leadership across its luxury and premium portfolio, as Sheraton Grand Sydney Hyde Park continues to strengthen its position as one of Sydney’s leading five-star hotels.
Lance will continue to uphold the legacy of this iconic property, famously marked by the ‘Angels of Hospitality’ - two bronze sculptures at the entrance by artist Stephen Glassborow, symbolising the welcoming spirit of the Sheraton Grand experience.
A five-star landmark in Sydney’s CBD, Sheraton Grand Sydney Hyde Park offers world-class dining, luxury accommodations, and breathtaking views of Hyde Park.
The hotel offers 558 rooms and suites, a rooftop pool, spa and health club, and multiple dining venues including the hatted Sydney Common and The Gallery. A hub for refined hospitality, the hotel has been a city icon since opening in 1992 and remains one of Sydney’s most iconic destinations. l
A five-star landmark in Sydney’s CBD, Sheraton Grand Sydney Hyde Park offers worldclass dining, luxury accommodations, and breathtaking views of Hyde Park.
Image Credit: SHS x Sheraton Grand Sydney Hyde Park
Image Credit: SHS x Sheraton Grand Sydney Hyde Park
Beautiful, Liveable Spaces at Adina Town Hall
Part of its ongoing revitalisation of first-generation Adina Hotels, TFE Hotels has officially reopened Adina Town Hall, introducing a refined, apartment-style accommodation experience in the heart of the CBD.
Designed by Bates Smart, the newly refurbished 144-room Adina blended timeless elegance with contemporary comfort, offering business and leisure travellers a stylish and spacious retreat just moments from Sydney’s top attractions.
"We wanted the rooms at Adina Town Hall to feel like a home away from home,” said Bates Smart Interior Design Director, Brenton Smith.
“In the layouts, we opted for simple solutions that are attractive, like removing walls and joinery and adding portals to create height and visual focal points.”
TFE Hotel’s Regional General Manager, Emma Soutter, mentioned that the kitchen was the heart of the home, and Bates Smart has
designed spaces where guests can entertain, relax, and feel at ease, whether in their apartment or the hotel’s lobby lounge.
Smith highlighted the use of soft, high-quality materials that evoke the warmth of an upmarket apartment. He said that less is more with this design, and the result is a space that exudes elegance and makes guests feel at home.
Adina Town Hall’s lobby design mirrored this approach, creating a welcoming arrival experience with a lounge-style setting. Strong focal points, curved furniture, and bespoke joinery softened the geometry and made the space feel inviting.
According to Francis di Mattina, General Manager, Adina Town Hall, Sydney, said that the CBD near Town Hall has been a bustling hotspot for travellers seeking a blend of history, shopping, and world-class dining.
Just steps from the iconic Queen Victoria Building, visitors can explore heritage architecture while indulging in everything from gourmet food halls to hidden cocktail bars.
“Pitt Street Mall offers retail therapy, while nearby laneways like York Street and Clarence Street reveal stylish cafés and upscale restaurants,” said di Mattina.
“The area is also home to cultural gems like the State Theatre and vibrant food precincts such as the Galleries and World Square, making it a perfect base for experiencing Sydney’s urban energy and culinary diversity.
The reimagined Adina Town Hall joined a new wave of elevated Adina properties, including Adina Pentridge Melbourne (Feb 2023) and Adina Geneva (Mar 2023), as well as recent refurbishments in Melbourne on Flinders and Chippendale in Sydney. l
Image Credits: TFE Hotels, Adina Town Hall, One Bedroom Kitchen (Left), TFE Hotels, Adina Town Hall, Ground Floor Render (Top Right), TFE Hotels, Adina Town Hall, One Bedroom Detail Prototype (Bottom Right)
Living Local in Darling Harbour
Darling Quarter, at the southern end of Darling Harbour, is a lively precinct that blends family-friendly fun with sophisticated dining and cultural experiences.
t’s home to one of Sydney’s best playgrounds, making it a hit with families, while its open-air spaces and interactive art installations attract visitors of all ages. The dining strip offers a diverse mix of cuisines, from modern Australian to Asian fusion, served in stylish restaurants and relaxed cafés with views of the harbour.
With regular events, pop-up markets, and its proximity to attractions like Tumbalong Park and the Chinese Garden of Friendship, Darling Quarter is a vibrant destination for both locals and tourists seeking food, fun, and a touch of nature in the heart of the city.
Vibe Hotel Darling Harbour has focused on delivering new culinary experiences in both its food and beverage venue, the sky-high bar, Above 319 and the ground-level eatery, The Sussex Store.
“The Vibe brand DNA is linked to 'living local', so we have implemented an Australiana Concept for both The Sussex Store and Above 319. Think lemon myrtle calamari, vegemite
burger spring rolls and house-made lamb pie,” said Gabriel Polias, General Manager, Vibe Hotel Darling Harbour.
“Our beverage programme is also inspired by Australian produce, such as milk-washed rosella cocktails and Davidson’s plum-flavoured sours.”
Polias said that the stunning openair rooftop bar, Above 319, is super busy for nine months of the year. However, the winter season was challenging. This year, the hotel installed an igloo on the roof - called The SkyCube Experience - where guests could book the experience.
“The SkyCube is heated, lit up with fairy lights and is fully enclosed for that perfect winter experience. You don’t see many rooftop igloos in Sydney, so if you’re heading our way, please look us up.”
Above 319 has also partnered with local beverage providers through bar takeovers, including Never Never Gin and Brookvale Union. The objective was to leverage the presence of an already established beverage brand, whilst simultaneously having something interesting in the market, and on the social feed.
With guest expectations evolving fast, Polias said the key to keeping pace was intuitive hospitalityanticipating their expectations and exceeding them. The hotel understood that the guest journey from pre-arrival communication, through check-in experience, room cleanliness, breakfast experience, and other touch points needed to be seamless.
“If we have challenges, then we do our best to address them while guests are still with us. Additionally, we hold regular team briefings and departmental town halls where we listen to suggestions and make necessary adjustments to our processes.”
He added that for guests, luxury in 2025 isn't about being showy. It’s about feeling looked after without ever having to ask.
“Comfort is a clean, quiet room with a great bed, natural light and
Image Credits: TFE Hotels, Vibe Hotel Sydney, Darling Harbour, Lobby (Main), TFE Hotels, Vibe Hotel Sydney, Darling Harbour, The Sussex Store (Bottom Left), TFE Hotels, Vibe Hotel Sydney, Darling Harbour, Pool (Top Right), TFE Hotels, Vibe Hotel Sydney, Darling Harbour, Guest Room Bathroom (Bottom Right)
Gabriel Polias
space to switch off. Value is getting all of that without any fuss. We make sure the basics are done right, then build on that with genuine interactions. That’s what keeps people coming back.”
Looking ahead, Polias was optimistic about the return of purposeful travel. He said that people were choosing hotels because they want a connection and a sense of place.
“I’ve spoken to guests who have told me they much prefer hotels to Airbnb as they want to be engaged and have access to the trademark hotel - room service, spa, local bar, etc.
There’s also real potential in F&B, especially with venues that appeal to locals, not just in-house guests. If we can keep evolving our experiences, be smart with tech and stay focused on what guests value, there’s a lot of upside ahead.” l
Investing In Thoughtful Design & Brand Identity
Redfern, Surry Hills, and Wunderlich Lane have formed a vibrant triangle of culture, cuisine, and creativity in inner Sydney.
Redfern pulses with Indigenous heritage and a thriving arts scene, complemented by trendy cafés and multicultural eateries. While Surry Hills, just next door, has been a haven for foodies, offering everything from artisanal bakeries to award-winning restaurants, all set against a backdrop of Victorian terraces and boutique galleries.
Tucked between them, Wunderlich Lane is a hidden gem, an atmospheric laneway where industrial charm meets contemporary dining, perfect for discovering intimate wine bars and innovative menus.
Together, these neighbourhoods offer a rich, walkable experience for travellers seeking authentic flavours and local flair.
Being a new hotel located at the heart of the new Wunderlich Lane lifestyle precinct, The EVE Hotel Sydney has found that there’s a hyper-local market looking for experiences, not a regular check-in or check-out.
“We opened in February this year and have been impressed by the warm reception and feedback from the market. Sydney needed a luxury boutique hotel that wasn’t cookiecutter and had some design features that spoke to the Redfern/Surry Hills locality,” said Ben Mellor, General Manager, The EVE Hotel Sydney.
“The location provides access to world-class restaurants by Sydney operators, and we find that most of our guests also book into these
restaurants, such as Lottie and Olympus. Typically, these guests are local, within 25km of the CBD, which is exciting to see them rediscover Redfern.”
As a rooftop restaurant, Lottie is a stunning all-weather venue. It sits above the hotel, surrounded by greenery and palm trees, and is completely encapsulated in glass. These glass walls and ceilings can retract so that on warm and sunny days, guests feel as though they are in the open air.
The unique mini bar offering has also become very popular, with locally sourced items such as Pepe Saya Salted Caramels and Darlinghurst local Kakawa Chocolate. Every six months, these offerings are changed to keep them fresh, but also expose guests to new items and brands that they may not have heard of previously.
Given the design-led nature of The EVE, Mellor found that guests have a genuine desire to understand where pieces of artwork have come from,
Continued on pg. 36
General Manager
The EVE Hotel Sydney
Ben Mellor
Image Credits: TFE Hotels, The EVE Hotel Sydney, Rooftop Pool, George Roske
Continued from pg. 35
and generally enjoy the stories of the designers, architects and furniture across the hotel.
There are a few unique offerings that the hotel provides to its guests that aren’t typical in all 5-star hotels. All EVE guests are escorted to their room by one of the team, and all guests receive complimentary turn-down service. They also offer complimentary early check-in and late check-out, subject to availability.
“I also believe that luxury hotels shouldn’t be constantly looking for ways to get more money out of guests. If the room is ready at 8 am, it’s all yours for no extra cost.”
To provide a seamless pre-arrival experience, the hotel has also invested in technology. In the days before a guest stays, they will be sent a branded message asking to fill out some basic information, which means on arrival at the hotel, the EVE hosts can perform a check-in that is more mobile than in most other hotels.
Using iPads has allowed guests to be checked in while on the way to their room. This also allows the team to show the guest around the hotel, book them into any restaurants or for a spa treatment at The Parlour Room, making the check-in more personalised rather than standing opposite a receptionist with a desk between them.
The EVE has also partnered with Sydney City Land Rover and has an EVE-branded Range Rover Sport that allows guests to be chauffeured to and from the airport and to
partner venues in the CBD, including Bistecca, The Gidley, Alfies, and The Rover. Mellor added that this courtesy car has quickly become very popular with returning guests.
As guest expectations evolve, Mellor believed it was necessary to provide transparent, authentic and consistent communication with guests.
“We have many touch points during the guest journey to ensure we capture any positive or negative feedback whilst they are with us, so we can rectify anything before our guests check out.”
Mellor admitted to spending a lot of time reading reviews for other 5-star hotels, more so to understand what guests have expected of them, but also trying to capture any ideas or areas of concern to stay ahead of the game and implement change at the EVE hotel.
“We are a small and very engaged team, and we work very hard to keep the mood and humour high. We have a good circle of trust within the team and TFE Hotels’ wider shared services team.”
Mellor was excited about the new brands and offerings coming into the market. He said that luxury guests have more choice than ever on how and where to spend their money, and he believed that this will only push hotel owners and operators to invest in creating authentic guest experiences and stories of place.
“I think there are more opportunities than ever for hotels that are not part of the major global companies to carve out niches for themselves.” l
Image Credits: TFE Hotels, The EVE Hotel Sydney, Pool (Top), TFE Hotels, The EVE Hotel Sydney, Courtyard Room (Bottom Left), TFE Hotels, The EVE Hotel Sydney, Lobby (Bottom Left)
Sense of Community
General Manager of Travelodge Hotel Hurtsville, Andrew O’Donovan, said Hurtsville is a wonderful multicultural hub in Sydney’s South, so there is always an eclectic mix of guests in and around the hotel.
Recently, O’Donovan said there has been a steady return of international guests back to the region and the natural wonders nearby, such as the Royal National Park.
There is a real community sense to Travelodge Hotel Hurtsville, and many locals who stay often recommend it to other family and friends simply because they want to support businesses within the area.
Hurstville, as a region, has experienced significant development activity, which has been exciting, according to O’Donovan. The Hurstville Civic Precinct has undergone a planning proposal to enable future redevelopment for a mixed-use civic, cultural, commercial, and residential destination, and there is growth in
the retail and dining scene.
O’Donovan has focused on harbouring a happy environment, which he said has allowed his team to soar.
“I believe that if I keep the team happy, they will, in turn, give quality, efficient, sincere service to all our guests and stakeholders. Communication and acknowledgement go a long way; I give my team the room to make their own decisions and empower them to be the best they can be, whilst also supporting them when they need it,” he said.
O’Donovan added that TFE Hotels’ training program called ACADEME, which recently won the AITD Excellence Award for Best Leadership Development Program this year, has helped his team by
Image Credits: TFE Hotels, Travelodge Hotel Hurtsville Sydney, Prototype Bedroom Details (Left), TFE Hotels, Travelodge Hotel Hurtsville, Exterior (Top Right), TFE Hotels, Travelodge Hotel Hurtsville, Lobby (Bottom Right)
Andrew O'Donovan
paving the way for their future careers in the Hospitality industry.
This program has seen more than 300 TFE team members graduate, with around 74 percent of those promoted into higher roles. This internal program is great for upand-coming talent to understand the intricacies and practicalities of the hotel operation and has allowed them to learn firsthand across a variety of departments.
Although guest expectations are evolving quickly, O’Donovan said the team at Travelodge Hotel Hurtsville have stayed true to the fundamentals of service, and has provided authentic, efficient and intuitive service to all who come to the hotel.
TFE has big plans in the technology space, and O’Donovan said it has slowly infiltrated every aspect of day-to-day operations.
“As you know, the rise of AI across the hospitality sector has seen mixed reviews within the industry. Many guests now assume all correspondence is done via AI assistance. The team try to interact and correspond on digital platforms as ‘humanly’ as possible, focusing on the core values of Travelodge and staying refreshingly simple.”
Travelodge Hotels, as a midscale brand, has focused on providing value and comfort in everything it does.
O’Donovan described Travelodge Hotel Hurtsville as down-to-earth, simple but also very effective at utilising space and creating warm, easy environments, the luxury of
space, for all guests to enjoy.
“We create a warm, comfortable escape from the busy shopping districts around us. We also provide the simple things, like a USB by each bedside, a sturdy table to work from that’s easily movable around the room so you can work where you want, how you want.”
Air travel is back at an all-time high, and connectivity has increased tenfold. O’Donovan said this trend has meant guests want more locallytailored experiences to understand the deeper core community values of Sydney and the surrounding areas.
He said gone are the days of large tour buses; instead, the new age of bespoke local guides showing people to back street eateries and popular spots for locals was the new norm.
Travelodge Hotel Hurtsville has
partnered closely with Club Central Hurstville, located directly next door, on a variety of initiatives. Club Central opened in 1962 and is the glue that holds this community in Sydney’s south. He said the hotel was very proud to be so involved with the club and the local community.
The hotel has keept its rooms fresh and simple, with a heavy focus on upkeep, making them feel just as new as when they first opened. O’Donovan said the team have solid connections with all its loyal guests, and make sure of a warm, personal welcome for every stay.
O’Donovan has been in the General Manager hotseat for only a short length of time, but is very excited for the next six to 12 months. He said guests can expect new offerings in the future. l
Connecting Attractions with Luxury
Darling Harbour is one of Sydney’s most vibrant waterfront precincts, offering a dynamic mix of attractions, dining, and entertainment. With its blend of leisure, culture, and family-friendly fun, Darling Harbour is a must-visit destination for anyone exploring Sydney.
Adina Darling Harbour General Manager, Shaarn Letele, said there has been a noticeable shift, however slight, with the mix of guests entering the hotel. He said there have been more regional travellers and international guests, specifically from Asia, the US, and New Zealand. There has also been an influx of cruise guests, who often stay and play prior to boarding their cruise ships.
Letele said it has been exciting for the Adina Darling Harbour team to take over the F&B space at the hotel and become a full-service property. By opening its branded St Marks Road Co café, the hotel has been able to increase the offering across all facets of its business. Adina Darling Harbour has a superb location in Darling Harbour, and is just a stone’s throw from the bustling Barangaroo Precinct. He said it’s a big year for the hotel, and looked forward to sharing some very exciting news about the property in the coming months.
When supporting his team, Letele said it was paramount to be present in the business daily, leading from the front and by example. As General Manager, he wants to provide an environment where the team want to come to work and where everyone is valued.
“I think it is important to ensure the team is praised regularly for their hard work and support. Alongside that, I always reiterate that I’m always here if they need any assistance when I am not on-site or not,” he said.
As TFE Hotels rolls out the new systems, platforms, and ways of working, Letele said there was a strong investment in leadership capability like never before. He said there are some world-class platforms used to help the team grow and stay motivated in the form of its Genie online learning platform.
Letele believes enclosed outdoor dining and flexible-use areas have become increasingly more important as they provide hotels with additional
spaces to accommodate guests and customers and provide comfortable dining throughout the year.
He said flexible-use areas are extremely important as they give guests places to work from remotely, other than their hotel room. Hotels that invest in this space have opportunities to increase revenue potential and enhance guest experience.
“Our guests are looking for luxury, comfort and value all combined into one. They are seeking personalised experiences, smart technology, convenience, and efficiency. Our property will transform over the next year, and these three pillars will be very much at the fore,” he said.
Image Credits: TFE Hotels, Adina Apartment
Hotel Sydney, Darling Harbour, Styled
Shaarn Letele
One of the most common trends for Adina Darling Harbour is usually over the school holidays when families choose to stay in that location due to being in close proximity to local experiences such as Wildlife Sydney and Sealife Sydney Aquarium. Its location also connects guests to other tourist destinations and attractions like the Sydney Opera House, Taronga Zoo and Manly Beach, whilst Hop-on Hop-off harbour cruises, as well as ferries and cruise ships, are within a 500m walk of the property.
From an F&B point of view, Adina Darling Harbour offers all patrons daily promotions which reward their patronage, which in turn has
created return visits.
“The most popular incentive that we have on offer is our high reward coffee card, where we reward loyalty by providing the fourth, eighth and tenth coffee for free. With a refurbishment on the cards, our hotel will indeed be fresh and exciting for 2026.”
Looking ahead, Letele said hoteliers have an opportunity to incorporate robots into the hospitality experience. He said there are many potential benefits which could increase efficiency and productivity, reduce labour costs and improve customer service, as well as providing a novel and engaging experience for guests. l
Image Credits: TFE Hotels, Adina Apartment Hotel Sydney, Chippendale Styled (Top & Bottom)
Adina Chippendale Combines Heritage Charm & Modern Flair
Danielle Schadow
General Manager
Adina Chippendale
Kensington Street
According to Emma Soutter, Regional General Manager
NSW & ACT, TFE Hotels, Sydney is a dream destination for Kiwis seeking the perfect blend of urban excitement and coastal charm.
Just a short flight across the Tasman, it offers an effortless escape with world-class dining, iconic landmarks like the Sydney Opera House and Harbour Bridge, and a buzzing arts and culture scene.
“Whether you're catching waves at Bondi, exploring hidden laneways in Surry Hills, or indulging in fresh seafood at Circular Quay, Sydney feels both familiar and thrillingly different. And TFE has a hotel to suit your needs,” said Soutter.
Chippendale, nestled on the fringe of Sydney’s CBD, has transformed into a vibrant hub for food lovers and culture seekers. Once industrial, the suburb now boasts a dynamic mix of heritage charm and modern flair, with laneways filled with acclaimed eateries, stylish cafés, and hidden bars.
For Danielle Schadow, General Manager, Adina Chippendale, Kensington Street is a standout, offering everything from hawkerstyle Asian bites to fine dining experiences.
“Art galleries, boutique shops, and the striking architecture of Central Park add to Chippendale’s appeal,
making it a must-visit destination for those wanting to explore Sydney’s creative and culinary edge,” said Schadow.
As a breath of fresh air in a gritty, urban context, Adina Chippendale has a distinctive architecture and a cute centralised courtyard and pool, inspiring its retro-feel interior design.
Think calming sage greens, musky pinks, dove greys and an abundance of white paint, which, when combined with the bold curtains, terrazzo in the bathrooms and kitchens, and retroinspired furniture and fixtures, gives the hotel a bold, fresh feel.
“There were a lot of things that resonated about the freshness of space,” said Sydney-based BKH’s Director Iain Halliday.
“The building was light and fresh in the urban context of Chippendale and, with its secluded courtyard and pool, had the potential to provide guests with something that felt more relaxed, with lots of natural materials and lots of white and bleached out colours, than an inner-city hotel.”
Halliday had the style direction in mind the minute he saw the building. It was built in the late 80s but reminded him of 70s architecture and communal courtyard, which became his point of reference.
The 42-key apartment-style hotel, operated by TFE Hotels, is located on Ivy Street on the southern edge of Sydney’s CBD, amongst converted warehouses, cool cafes, hawker-style eateries, and galleries clustered between terraced houses and retail outlets. l
Tourism
Liftoff
The addition of 10,500 new flights is expected to have a profound impact on the local hotel market, according to CBRE research.
New international flight routes are set to supercharge Australia’s hotel sector, potentially creating demand for up to 1.9 million room nights annually, according to a new CBRE analysis.CBRE’s From Runway to Room Nights report highlights that 56 new routes have added 10,500 annual flights into key Australian cities, marking a significant shift in the country’s inbound travel capacity.
CBRE’s Head of Hotels Research Ally Gibson said this air connectivity would help drive a new phase of recovery for Australia’s hotel sector and have direct implications for hotel performance.
“Increased capacity from core markets including China, India, Southeast Asia, North America and the Middle East is expected to drive a continued recovery in international arrivals, reinforcing aviation’s role as a critical lever for tourism and hotel sector growth,” Gibson said.
“As these new services mature and inbound visitation continues to recover, the uplift in demand is expected to increase occupancy and RevPAR levels across key markets as Australia’s hotel development pipeline enters a sustained period of limited supply, driven by escalating construction costs and productivity constraints.”
CBRE’s analysis takes into account each route by airline, origin,
By the end of 2026, CBRE estimates that these new flights routes will create demand for around 1.9 million hotel room nights nationally, with the potential to lift Australia’s hotel occupancy by an average of 3.4 percent.
frequency and aircraft type. This was used to estimate new international short-term arrivals and translate them into projected hotel room night demand and occupancy impacts.
By the end of 2026, CBRE estimates that these new flights routes will create demand for around 1.9 million hotel room nights nationally, with the potential to lift Australia’s hotel occupancy by an average of 3.4 percent.
“Supply-constrained markets such as Brisbane, Perth and Cairns are particularly well-positioned to benefit, with new flight routes translating directly into performance upside. Meanwhile, the gateway markets of Sydney and Melbourne, underpinned by strong corporate and leisurebased demand and major event schedules, are expected to sustain elevated levels of international arrivals and translate this into continued performance growth,” said CBRE Hotels’ Troy Craig.
CBRE’s analysis highlights that Sydney is expected to see the largest uplift in demand, with 13 new flight routes projected to generate around 390,000 additional short-term arrivals and drive an expected 542,000 room nights by the end of 2026.
Melbourne will benefit from 12 new international routes, adding around 306,000 short-term arrivals and an expected 409,000 room nights by
the end of 2026. As hotel supply begins to moderate, the increase in demand is expected to assist in absorbing recent additions and drive improved performance momentum.
With nine new direct services, primarily from Southeast Asia and the Middle East, Perth is forecast to experience the highest percentage growth in international arrivals, with 298,000 new short-term arrivals, generating an expected 339,000 additional room nights.
Brisbane’s new flights align with strategic inbound travel growth and capacity gains following the completion of its second runway.
Eight new routes from various origins, including North America and Asia are expected to generate around 214,000 new short-term arrivals and create demand for an expected 267,000 room nights.
With four new international routes, including direct flights from San Francisco and Auckland, Adelaide is set to welcome around 143,000 additional short-term visitors, translating into demand for an expected 102,000 room nights.
Cairns is meanwhile expected to continue its evolution into a yearround premium leisure market, with seven new flight routes set to deliver around 120,000 new short-term arrivals, generating an expected 104,000 room nights. l
Unlocking Future Potential
The ‘Everyone Must Go’ campaign aimed at encouraging Australian tourists to pick New Zealand as their next holiday destination has hit its mark out of the park. Reporting from Tourism NZ has indicated that the campaign has continued to bring in thousands of visitors in a boost for regional economies and tourism operators.
Tourism and Hospitality
Minister Louise Upston said ‘Everyone Must Go’ was initially targeted at 6,750 additional arrivals over autumn but ended up significantly exceeding expectations.
“‘Everyone Must Go’ has been a winner,’” Minister Upston said.
“Tourism NZ stats released to me show it delivering an additional 7,981 visitors to smash its initial forecasts. It also attracted significant attention on both sides of the Tasman, and got Kiwis and Aussies talking about New Zealand as a destination.”
Tourism is a key part of the Government’s plan to grow the economy, create jobs, lift wages and help Kiwis get ahead. ‘Everyone Must Go’ has been a great example of the sector and Government working together to achieve these goals.
“We knew Aussies would recognise it as a great opportunity. Just like they grabbed Phar Lap and pavlova, it’s proved the same story with ‘Everyone Must Go’,” she added.
“A key part of this campaign’s success has been the deals the tourism industry came to the party with. This team approach showed we can deliver great results for the sector when Government and industry are joined up and working towards the same goals.”
More than 800 deals from 450 operators across accommodation, transport and experiences were available during the campaign.
The initial NZD 500,000 campaign spend delivered a solid return on investment, leading to an additional NZD 300,000 to give the campaign a further boost.
“This campaign was the first Tourism Boost initiative, and these positive results show that with the right investment in the right markets we will drive economic growth,” said Upston.
“Every one of those Australian visitors who ate at cafes and restaurants, visited tourist attractions and shopped in our towns and cities has helped the New Zealand tourism
sector grow, and boosted the Kiwi economy in the process.”
Many recent investments by the Government have focused on the tourism industry. One notable standout has been a NZD 35 million investment to deliver the first stage of the Tourism Growth Roadmap, which has set out the plan to double the value of tourism in New Zealand.
“International visitors bring billions of dollars into New Zealand, from big ticket spends to everyday purchases in local cafes and accommodation,” said Upston.
“We want to welcome more visitors to New Zealand, and we want our regional communities to improve their capacity to look after those visitors.”
The Minister added that the Government must work with industry to unlock the full potential of the tourism sectorm, and the Roadmap will lay out initiatives and investments to ensure the national infrastructure, workforce and community elements associated with tourism can support further growth. l
Future of AI Travel
It is no secret that AI will continue to shape the future of the accommodation industry, but as travellers become more equipped with the technology, it has fallen on business owners to stay up to date with the latest innovations.
Booking.com released its first Global AI Sentiment Report, drawing on insights from over 37,000 consumers across 33 markets, including 1008 in New Zealand, to explore how people are using, trusting, and responding to AI in everyday life and travel.
For over a decade, AI and machine learning have played a key role in driving more relevant experiences for Booking.com travellers and partners. Booking.com is harnessing the AI movement at its peak momentum to redefine how people search for, book, and experience travel, advancing its mission to make it easier for everyone to experience the world.
The findings revealed a nuanced picture: 81 percent of Kiwi consumers express excitement about AI,
68 percent are familiar with the technology, and 79 percent want to use AI in their future travel plans. Yet, there are significant differences, while some embrace AI’s potential, others approach it with caution. These new insights and perspectives will help shape the next chapter of AI in travel and beyond.
The research identified five clear cohorts among Kiwi travellers with diverse sentiments on using AI. Over one-third (25 percent) are AI Enthusiasts, intrigued by AI’s potential, while five percent are AI Advocates, actively championing its benefits and responsible adoption. This enthusiasm is grounded in the belief that AI will make life easier (53 percent), save time and effort (48 percent), enhance productivity
The research shows that Kiwis are embracing AI across many aspects of the travel experience, it’s shifting how people explore the world and what they expect along the way. As AI technology evolves, we’re committed to further understanding and developing our offerings so we can better improve the customer experience,
(31 percent), and expand learning opportunities (46 percent).
However, this excitement coexists with significant caution. Approximately 20 percent classify themselves as AI Cautious, wary of AI’s development or use, and 11 percent as AI Sceptics. Notably, one in four respondents (39 percent) identify as AI Detractors, signalling a meaningful segment resistant to AI adoption.
This hesitation creates a clear boundary: most Kiwis are not ready to cede full decision-making to AI. Just six percent feel comfortable with AI making decisions independently, while the majority refuse to trust AI without human approval. The greatest opportunity lies in positioning AI as a supportive tool that enhances, rather than replaces, human judgment.
AI is rapidly becoming a core part of the travel experience, with 63 percent of Kiwi consumers expecting autonomous trip planning to go mainstream in the near future. Nearly half of Kiwi travellers have already used AI in some aspect of travel, and of those, nearly all have turned to it for planning or booking or while already on a trip. This reflects both the growing reliance on AI-powered tools and Kiwi consumers’ openness to technology that enhances their journeys.
When on holiday, AI tools are most commonly used for translation capabilities (37 percent), activity suggestions (39 percent), restaurant recommendations (37 percent), and navigating unfamiliar locations or transport systems (40 percent).
After returning home, a third (34 percent) of Kiwi travellers use AI to edit their photos.
“The research shows that Kiwis are embracing AI across many aspects of the travel experience, it’s shifting how people explore the world and what they expect along the way. As AI technology evolves, we’re committed to further understanding and developing our offerings so we can better improve the customer experience,” said Melissa Ellison, Area Manager of New Zealand at Booking.com.
“At Booking.com, we’ve been using AI for years to make travel more experienced and personalised for Kiwi travellers, including the successful launch of our AI Trip Planner last year, and this next chapter is more than just smart tech. It is making sure it's about building trust and keeping everyone safe as we embrace AI together.”
Significant regional differences emerge in consumer attitudes toward AI. Latin America (LATAM) leads globally in enthusiasm and familiarity. The Asia Pacific (APAC) region follows closely, showing the highest willingness to integrate AI into daily life; 41 percent of those in APAC use AI for education and the same share for transport.
North America (NORAM) and Europe and the Middle East (EME), on the other hand, emerge as sceptical strongholds, approaching AI with more caution and distrust. Globally, while 77 percent have at least some trust in AI, nearly a quarter (23 percent) rarely or never trust information generated by it. l
