By eviivo and Booking.com
AI is here to stay in travel and hospitality. Thanks to artificial intelligence, the industry is entering a transformative era – and travelers are ready to embrace it.
According to Booking.com’s 2025 global sentiment report, 91% of respondents worldwide are excited about AI, and 89% say they want to use AI in future travel planning.1 Remarkably, AI assistants (24%) are now more trusted for travel advice than bloggers (19%) and social media influencers (14%).
This shift signals a clear reality: AI is no longer a sci-fi concept – it’s a present-day expectation.
For accommodation providers, the opportunity lies in understanding both sides of AI’s role in hospitality:
- Using AI within their own operations to streamline workflows, improve guest service, and support scalability.
- Optimizing for guest-facing AI tools that help travelers more easily discover, book, and enjoy their stay.
Together, Booking.com and eviivo bring deep expertise in both areas – enabling properties to enhance performance and deliver exceptional experiences with less effort. But to explore how AI connects the entire guest journey, it’s best to focus first on the initial stage of travel: discovery and planning.
AI for travel planning: Being found, being booked
Guests are increasingly using AI as a trusted travel companion, with 61% of travelers having already employed it to plan or book a trip.1 From generative AI itineraries to advanced filtering tools, AI-powered features are removing friction from travel planning by delivering personalized, relevant results in an instant.
80% of AI users globally say it helps them save time and be more efficient in travel planning.2 Two AI tools available via the Booking.com mobile app show how:
- The AI Trip Planner provides tailored recommendations based on the traveler’s unique prompts, previous searches and travel history. By chatting with the planner about their travel preferences, needs or budget, the traveler receives a range of personalized accommodation or attraction recommendations.
- With Smart Filters, guests can describe their ideal getaway in their own words (e.g., “pet-friendly cabins with hot tubs”). This natural-language search query triggers the AI to automatically apply the most appropriate filters from Booking.com’s inventory and return a tailored shortlist of relevant properties.
For travelers, tools like these make it far easier to find the perfect place to stay, removing the need for manual filtering and creating a faster path to booking.
For accommodation providers, the emergence of such tools presents exciting new opportunities for visibility. However, the outcomes depend upon ensuring their accommodation is included in shortlists that are curated
by AI systems.
Optimizing for AI-enhanced search
AI is the new SEO (search engine optimization). By optimizing content for AI, accommodation providers can maximize the chance their property appears in front of the right guests, resulting in better matches, higher intent bookings, and more chances to shine.
When AI tools filter or recommend properties, they rely heavily on the accuracy, depth, and clarity of property information available online.
Some recommendations to optimize for AI-powered travel planning:
- Maintain complete, up-to-date listings – Providing accurate descriptions of amenities, policies, and location details helps AI systems better match properties to the right guests.
- Highlight unique selling points – Whether it’s pet-friendly policies, wellness facilities, or proximity to cultural landmarks, including these details increases AI discoverability.
- Use natural language – Many AI-powered tools interpret guest queries exactly as they are typed (e.g., “family-friendly with pool” or “ocean-view balcony”). Aim to reflect the language guests use in your descriptions.
Use existing reviews, guest communications, and available search data to identify the most common words and phrases being mentioned.
- Invest in high-quality visuals – Tools like Booking.com’s Smart Filters generate dynamic filters based in part on the content in your images. Upload at least 10 high-resolution, horizontal images showcasing key spaces, facilities, and surroundings. Tag images and add alt text for full context to enhance AI interpretation.
Tip: Keep content consistent across platforms. A PMS (property management system) such as eviivo Suite automatically pushes updates to descriptions, photos or policies to Booking.com and other booking channels, ensuring online listings remain aligned and AI-friendly.
Creating AI-query friendly content: Q&A, FAQs and reviews
AI can accelerate booking conversions by generating instant responses to the questions travelers need answered before they can make a decision.
Many guest-facing AI-powered features use a property’s existing online content to respond to traveler questions like “What amenities are included?” or “Is the property pet-friendly?” Examples include eviivo’s native guest messaging tool eviivo Concierge and Booking.com’s Property Q&A and Smart Messenger features.
Therefore, create and maintain content that directs AI-powered tools to return exact, error-free responses. Certain types of content are especially valuable:
- Q&A content formats should be populated with accurate answers to the most common guest questions.
- A direct booking website can be made more AI-query friendly by adding a strong FAQ page. Providers can then program any AI-powered chatbot they employ to use that FAQ content when generating responses
to website queries.
Many AI tools also use published guest reviews to match properties with potential guests. For that reason, it’s beneficial to encourage qualitative guest reviews (written reviews that provide more detail than ratings). Syncing reviews from multiple booking sources in one unified inbox can make it easier to identify recurring themes, which can then be incorporated into property descriptions and other content for better
AI search matching.
Using AI to generate stronger content
AI isn’t just changing how guests search – it’s also transforming how providers create and maintain their owned content. Accommodations are using AI tools to generate, edit, and translate everything from website pages and property listings to social media captions. This streamlines the production of professional, proofread and accurate output that builds trust and helps improves conversions.
AI content generation tools uplift all types of short-term rental accommodation providers. However, they can especially benefit multi-property operators – supporting scalability by streamlining operations even as the number of properties, listings, and content requirements expand.
Let’s take the onboarding of new properties as an example. Certain AI tools can now help operators create professional, descriptive property listings by simply inputting essential information – including any frequent search terms they’ve identified from guests. With one click, the AI will generate a polished draft description for operators to either refine or publish.
But the assistance doesn’t end there. Operators can also use AI to translate the resulting description in multiple languages. AI-powered multilingual content helps properties appeal to a broader range of markets without the delays and costs of manual translation.
Tip: For maximum convenience, use an integrated AI tool, like the one included in eviivo Suite, to produce, edit and translate AI-generated listings in one place. This eliminates the effort and error potential of toggling between different platforms and third-party AI tools.
AI: The future of guest communications?
Guest communication is a cornerstone of hospitality. Yet as any accommodation provider knows, answering repetitive queries can consume significant staff time.
AI is redefining this process by providing faster, more precise responses to common guest queries.
This incorporates the use of AI-powered chatbots, virtual assistants and automated messaging tools.
While the time-saving benefits for providers are obvious, many travelers are wary of AI’s impact on the guest-host relationship. 35% of consumers believe AI feels impersonal and removes the human touch.1
Operators can avoid this pitfall by prioritizing AI for routine and common communications. Doing so frees up precious time for staff to focus on delivering personalized, high-touch guest experiences – keeping the human touch at the heart of hospitality.
AI-powered guest communication strategies should also allow space for human oversight and intervention as a rule. This helps avoid impersonality, maintain accuracy, and protect the trust built between hosts, travelers, and the technology that connects them.
AI-suggested replies: Convenience meets control
Tools such as Booking.com’s Smart Messenger and AI-suggested replies in eviivo Suite generate instant responses to guest messages, drawing on property details and saved templates.
However, in both instances operators maintain full control with the ability to:
- Review and edit the AI-generated reply before sending.
- Save preferred responses as templates for future use.
This allows providers to maintain oversight and final approval of messages, while ensuring that AI-powered messaging reflects their property’s tone, character and professionalism.
The amount of editing required may be minimal, especially as AI tools evolve or become familiar with a specific property. For users of eviivo’s AI-suggested replies feature, over 90% of replies are AI-suggested, with 60% requiring no manual edits before sending – a clear gain in efficiency.3
AI’s business impact: Enhancing performance and scalability
While AI’s role in guest experience often takes the spotlight, the operational and business benefits for providers are just as significant.
Performance gains
AI-optimized listings appear in more relevant search results, improving visibility, click-through rates,
and ultimately conversions.
Operational efficiency
Automating repetitive communication tasks and streamlining content updates frees time for higher-value activities. For property management companies (PMCs), these efficiencies scale across large portfolios –
all without additional staffing.
Guest experience
AI facilitates smoother guest journeys from discovery to stay. Hyper-personalized itineraries, virtual concierge services, and rapid, AI-powered responses support great experiences while freeing up staff
to enhance the human touch.
Conclusion: Hospitality in the age of AI
AI is actively shaping how travelers plan, book, and experience their stays – today. The combined capabilities of Booking.com’s AI-powered discovery and communication tools and eviivo’s integrated PMS and native AI features give properties a clear competitive edge.
To make the most of this opportunity, providers should:
- Tailor property content to AI search behavior
- Use AI to streamline content production and guest communications
- Centralize and automate updates across channels
Doing so enables accommodation providers to improve visibility, secure more bookings, enhance service, and scale without adding to workload.
In hospitality, the human touch remains essential. AI doesn’t replace it – it amplifies it, ensuring guests receive consistent, responsive, and personalized experiences at every stage of the journey.
Book a free demo of eviivo Suite today and speak to an experienced consultant about the benefits of
eviivo + Booking.com.
About Booking.com
Part of Booking Holdings Inc. (NASDAQ: BKNG), the mission of Booking.com is to make it easier for everyone to experience the world.
By investing in the technology that helps take the friction out of travel, Booking.com seamlessly connects millions of travellers with memorable experiences, a range of transport options and incredible places to stay – from homes to hotels and much more. As one of the world’s largest travel marketplaces for both established brands and entrepreneurs of all sizes, Booking.com enables properties all over the world to reach a global audience
and grow their businesses.
About eviivo
eviivo, a market-leading and innovative property management system (PMS), has transformed operations for over 28,000 hospitality businesses across Europe and North America. By replacing clunky legacy systems with a seamless, unified platform, eviivo offers easy, one-click automation from back-office to front-office. The all-in-one PMS enables property managers to handle guest communications, bookings and OTAs on a single, integrated platform, boosting revenue, increasing occupancy, enhancing the guest experience
and future-proofing their business.
1. Booking.com, The Global AI Sentiment Report, 2025
2. Booking.com, Travel Trends report, 2025
3. eviivo internal user data, 2025
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