Travomint’s Alok Singh Sheds Light on Why Personalised Hospitality is the Future of Indian Travel

Remember travelling as a child with your entire extended family, staying at random relatives’ houses or bunking in small, dingy motels with some durr ka bhatija arriving in his 16-seater to drive you everywhere? It was either that or “curated” travel itineraries by companies that stuffed 50 people together, taking along a maharaj for Indian food and wherein each stop was 30 minutes long.

Gone are the days and the sun has shone on travel being personalised.

In today’s India, travel isn’t just about ticking off landmarks — it’s about crafting emotionally rich, highly individual experiences that reflect who you are, where you come from, and what makes you feel at home. With evolving consumer expectations, technological advancements, and growing demand for culturally resonant hospitality, personalisation has moved from being a luxury to a necessity. We spoke to Alok K Singh, Chairman & CEO of Travomint, to understand why personalised experiences are shaping the future of hospitality in India — and how the industry is evolving to meet these new demands.

From Service to Personalisation

India’s travel and tourism sector contributed USD 255 billion in FY24 (about 9.1% of GDP), rising from USD 231 billion the year before, reflecting around 10.4% year‑on‑year growth. “The real shift in hospitality has been from simply offering rooms or services to offering meaning, memories, and moments,” says Alok. “It’s no longer enough to provide convenience, guests want to feel recognised.”

The Shift Towards Personalisation

Data shows that AI-driven personalisation is expected to lead to a nearly 15% increase in guest satisfaction and a nearly 20% boost in revenue for hotels in India by 2025. “Guests today expect more than predefined options,” the Chairman observes. “Personalised interactions: from room ambience to curated activities set apart one stay from another.”

Why Personalised Experiences Are Paramount for Indian Guests

The domestic tourism boom, expanding middle class, and rise in experiential travel are among the key drivers changing guest expectations in India. “In a country as diverse as India — by region, culture, generation — guests seek hospitality that reflects their identity, not generic service,” Alok reflects. “The more you anticipate what someone values before they ask, the more memorable the experience becomes.”

Catering to Diversity: Multi‑Generational & Hyper‑Local Stays

Recent trends show multi‑generational travel and hyper‑local experiences gaining traction in hospitality offerings. “One family might want spiritual sites, another wellness, another adventure,” says Alok. “Balancing those demands means curating journeys, not just stays. It means selecting local guides, regional food, and cultural touchpoints that resonate with each traveller.”

Tech‑Enabled Personalisation: AI, CRM & Data Analytics

Integrated technology already plays a significant role: contactless technology, AI-powered chatbots, predictive analytics, and smart room settings are becoming standard. Surveys indicate over 70% of travellers prefer touch‑free options for many service touchpoints. “Technology allows us to internalise preferences — temperature, lighting, music, even the kinds of excursions a guest might prefer — so that by the time they arrive, much is already taken care of,” observes Alok. “But it must always feel human, not mechanical.”

Balancing Human Touch Amidst Automation

While automation increases efficiency, it risks making guest interactions seem impersonal. The CEO opines, “What technology can do is reduce friction — time wasted queuing, repetitive requests — but the human element remains irreplaceable. Our staff must be trained to see beyond data: to notice a guest’s discomfort, offer reassurance, and make small-kind gestures. Those can’t be codified fully.”

Business Outcomes: Retention, Reviews, Revenue

The health of the hospitality sector in India reflects that offerings beyond basic lodging are rewarded. Branded hotel supply is growing in Tier II and III cities, with wellness tourism being one of the fastest-growing segments. “Guests who feel seen don’t just come back — they tell others,” Alok comments. “Personalised upselling, loyalty programmes tailored to preferences, curated local experiences — all these drive higher revenue and stronger guest retention.”

Measuring Success: Metrics & Emotional Resonance

Traditional metrics, such as repeat booking rate, occupancy, and average revenue per room, remain essential. But qualitative feedback—guest stories, testimonial mentions of being “surprised”, “delighted”, “felt at home”—are equally telling. “As much as data tells us what guests did, their words tell us how they felt,” says Alok. “We track both numbers and narratives to understand whether personalisation truly resonates.”

Challenges in India: Scale, Cost & Consistency

Implementing personalised hospitality at scale in India involves challenges: vast cultural diversity, operational cost, maintaining consistency across many properties, training staff, and data privacy concerns. He warns, “It takes investment, patience, and strong systems. Overpromising is a risk. If you promise a personalised experience and fail to deliver, it damages trust more than never promising at all.”

Looking Ahead: Trends Shaping the Future

Several trends are likely to become even more influential — hyper‑personalisation through AI; wellness tourism; sustainability becoming baseline; contactless and IoT‑enabled rooms; immersive experiences; rise of staycations and travel in smaller cities. “Hospitality in India is moving toward experiences that are anticipatory, adaptive, emotionally rich,” Alok predicts. “The years ahead will belong to those who can blend technology, culture, sustainability, and human warmth in equal measure.”

Advice for New Hospitality Players

Start by understanding your guest—not with assumptions, but through listening, feedback, and observation. Even small gestures matter — local cuisine, flexible check‑in, personalised touches. Use technology, but don’t let it replace empathy.

“Standing out doesn’t require a large budget,” says Alok. “It requires creativity, authenticity, and a willingness to personalise at every interaction.”

Why Personalisation is the Future

Personalisation isn’t a fad—it’s becoming a necessity. In India’s rapidly evolving hospitality landscape, travellers expect more than accommodation—they seek journeys that reflect who they are. As the CEO sums up — “It’s personalisation that turns stays into memories, guests into advocates, and brands into stories people want to share.”