ILHA Webinar Series: The Guest in 2026, Translating Experience Expectations into Long-Term Value

This session from the International Luxury Hotel Association Webinar Series brings together hospitality owners, operators, and designers to discuss how modern guest expectations impact long-term asset value. The panel examines the balance between experience investments and operational simplicity, focusing on what truly drives revenue, rate, and guest loyalty. Speakers Sharon Hirschowitz, Global Head of Communications, International Luxury Hotel Association Michelle Russo, Founder & CEO, Hotel Asset Value Enhancement (hotelAVE) Samantha Sugarman, SVP Strategic Operations, Trinity Investments Will Gilbert, Co-founder, Bodhi Jill M. Hunt, VP, Customer Experience, Encore Rachael Palumbo, SVP Global Hotel Brand Marketing, Nobu Hospitality Alessia Genova, Principal, Tihany Design Key Takeaways Operational Restraint: Introducing too many concepts can quietly complicate property management, making it essential to balance new guest amenities with smooth backend operational flow. Asset Value and Returns: Hospitality investments must directly tie to clear commercial outcomes, including protected room rates, long-term brand loyalty, and improved overall asset valuation. Focused Personalization: Designing for future travelers means setting smart boundaries around technology and personalization, emphasizing core needs like sleep, restoration, and simplicity. Discover more insights and industry trends at ilha.org.