The hospitality industry must prioritize the personalized guest experience to stand out in today’s highly competitive landscape. With declining guest satisfaction, economic uncertainty, and staffing shortages, hotels must work even harder to get it right. Good guest experiences can drive positive reviews and a strong online reputation, leading to increased bookings. Guests now want unique and personalized experiences that make their trip feel special. One way to achieve this is through messaging technology, such as virtual concierge services, personal communication channels, and virtual booking assistant services. By talking to guests before they arrive, remembering returning guests, and creating relevant communication, hotels can exceed guests’ expectations and create a memorable experience. Digital technology should not replace a personalized approach to the guest experience, but rather assist the industry in taking it to the next level.