OPERATORS – AI IMPLEMENTATION, GOVERNANCE & RISK MANAGEMENT

As hotels use AI to personalize stays, where is the line between helpful personalization and intrusive guest profiling? Could AI-driven pricing unintentionally charge different guest groups different rates in a way that creates legal risk (price gouging?) How are operators addressing employee concerns that AI may replace positions or materially change job responsibilities? Are hotels training employees on what confidential information can and cannot be entered into public AI tools? If an AI system gives a guest incorrect information about safety, accessibility, cancellation policies, or local conditions, who is liable? Are hotel contracts clear about whether vendors may use operational or guest data to train their own AI models? What insurance coverage is available to protect against risk?