The Turndown: The Podcast for Hoteliers · 2026-05-28 · 1h 1m
In this episode, hospitality technology pioneer Ted Horner joins the podcast to challenge the status quo of the hotel industry. He argues that major hotel brands have essentially become marketing companies and warns that the sector is severely underinvesting in technology, allocating only 3% to 4% of revenue because vendors consistently fail to build strong ROI cases for owners. Horner also dives into the profitability crisis facing hotel owners, who are operating on tight 5% margins while massive Online Travel Agencies (OTAs) capture 15% to 20% in commissions. Looking toward the future, Horner shares his bold predictions on how the guest experience must evolve to perfectly balance high-tech efficiency with high-touch personal service. He forecasts the gradual elimination of the traditional reception desk, in-room landlines, and plastic key cards in favor of seamless, mobile-first solutions. Furthermore, he explores the impending artificial intelligence revolution - from commercial robots stepping in to alleviate the hospitality labor shortage to the rise of personal AI booking agents that could finally help hotels win back their direct bookings.
Simone Puorto: The hotel industry does not need more software88 / 100Ally Northfiled: Staying commercially relevant in the age of unreliable signals66 / 100Marie Pier Germain: Growing Canada’s most distinctive hotel brand without losing its soulCharlie Lopez-Quintana: Laid-back luxury and the fight to keep hospitality humanVipul Dayal: No franchise, no front desk, and training staff to leave