30% of guest messages never get a response.
Not because of bad tech. Because nobody is listening.
Three days at Mews Unfold. Everyone talking AI, automation, agentic systems.
And underneath all of it — the opposite story.
"Change happens with people. Not to people."
— Julie Linn Teigland, Global Vice Chair Alliance & Ecosystems, EY.
If you are not in hospitality — stay with me.
What 2,500 hotel leaders just learned about their industry
is exactly what is about to happen in yours.
What We Cover in This Episode- my three takeaways
- Why 30% of guest messages go unanswered — and what that reveals
- Gilad Berenstein (Virtuoso Board): "The Golden Era of Small and Medium Business" — why the old moats are breaking
- Bashar Wali: "What the fuck is a lifestyle hotel?" — and why the future is small, simple, and shazamable
- Matt Welle (CEO Mews): From administrators to memory-makers. Magical Hospitality = exceptional teams + tech that amplifies talent
- Amber Asher — former CEO Standard International, 400% growth, $355M sale to Hyatt, now on the Mews board. Her take: be closer to people again
- The bar scene with Amber, Anna Di Giuseppe (CEO Cuorifoglio), and Peggy — the moment that was worth the flight
"What machines can do no longer defines your value. What humans feel does."
Human or Hype? — This Week
Robot concierges and AI showrooms at hospitality conferences.
✅ Exceptional hotel teams + tech that amplifies talent. New technology and new human development — simultaneously. That is the formula.
The Question I Can't Stop Thinking About
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AI is great. But humanity is the driving force.
See you next Tuesday.
Peggy, your genuine human experience nerd 🎙️
