December 10, 2019

As 2019 draws to a close, Nick Wyatt, Head of R&A, Travel and Tourism at leading data and analytics company GlobalData, looks at the key trends that will shape the lodging industry in 2020, ranging from sustainability to a push for direct bookings:

A push for direct bookings

"The relationship between hotels and online travel agents (OTAs) such as Expedia is both symbiotic and problematic. On one hand, OTAs help fill bed spaces, but on the other they command commission rates.

“Smaller, independent operators have little bargaining power, but the likes of Marriott have started to negotiate hard in a bid to reduce these rates. Leading hotel chains have invested great amounts into loyalty schemes such as Hilton Honors and Marriott Bonvoy, and they see this as a way to attract not only repeat custom but also direct bookings.

“These are now being marketed in high profile ad campaigns and additional tiers are being introduced so that more people can participate. Hotel chains will intensify efforts to encourage direct bookings as a way to maximize profits.”


“Sustainability is a watchword in the tourism industry as a whole at the moment. Hotels are a less obvious target for ire than airlines, but they have certainly not escaped scrutiny.

“So far, the most prominent actions have concerned single-use plastics. Marriott has plans to stop providing toiletries in single-use plastic containers by the end of next year and IHG plans to achieve the same goal by 2021. This is just the start and we will see more hotels making these changes and taking other steps such as doing more to reduce water use. This could come in the form of additional loyalty points and IHG’s Holiday Inn Express brand already uses this system in some areas.”

Accommodation sharing

“People continue to refer to Airbnb as a disruptor - it is anything but. Airbnb had a disruptive model but it is now very much a leader in the lodging space. Other accommodation sharing operators such as Sonder are now in operation, although operating models do vary somewhat.

“However, accommodation sharing is no longer a fad; it is a core part of the lodging industry. Many travelers are looking for greater flexibility, convenience and value. Accommodation sharing offers this and with Airbnb now tapping into the experiences market, its influence is likely to grow. Hotel chains have cottoned on and after establishing Homes & Villas this year, Marriott will see next year as the year to really push its accommodation sharing offering as it looks to mitigate the impact of Airbnb.”


“Personalization has gone beyond being important; it’s borderline essential. Guests don’t want to be seen as just a number, they want a personal touch. Hotels must not lose sight of the fact that they are in the hospitality industry and personalizing somebody’s stay is a great way to demonstrate their commitment to hospitality.

“Hilton’s Connected Room is a fantastic example of a hotel chain leveraging technology to personalize a guest’s stay and Marriott has launched a platform that gives employees access to a ‘360 degree view’ of each individual guest by tracking their interaction both before and during their stay. Greater personalization is increasingly demanded by guests and hotels will continue to invest in technologies that help them better understand a guest’s needs.”


Montreal, December 4, 2019 – Autumn 2019 has been particularly celebratory for both Germain Hotels and its leaders, having been the recipients of several honours in recent weeks. Here’s a glimpse.

2019 Grand Bâtisseur Award presented by Quebec’s Ministry of tourism

On November 13th, the Alliance de l’industrie touristique du Québec held its Excellence Awards where Christiane and Jean-Yves Germain received the 2019 Grand Bâtisseur award from Tourism Minister Caroline Proulx. The award was presented to them for their audaciousness, vision, sustainable development values and leadership role in the industry.

"To be recognized in this way is truly touching. For 31 years, we have been building a company that is in keeping with our image and our values, and we’re thrilled that it resonates with people. We are passionate about hospitality and we do our best to transmit that to our 1,450 employees across the country. It’s a way of promoting every city and province in which we operate," state Christiane and Jean- Yves Germain, Co-Founders and Co-Presidents of Germain Hotels.

A video tribute was created for the occasion. You are invited to view it here (in French only).

Christiane Germain recognized as 2019 Canada’s Most Powerful Women: Top 100 by Women’s Executive Network (WXN)

This marks the fourth year that Ms. Germain has been named to this prestigious list, meaning she is now entered into the Hall of Fame. The Top 100 honours Canada's outstanding women who champion diversity in the workplace and inspire the next generation of leaders. You can view the complete list of Hall of Fame members here.

Best Ottawa Business Awards

Announced earlier this year, the plans to construct a hotel on the grounds of the Ottawa International Airport were recognized on November 22nd at the Best Ottawa Business Awards (BOBs). Germain Hotels and the Ottawa International Airport Authority jointly accepted the Best Ottawa Business Award in the Tourism category. The award underscores the importance of this promising project in the nation’s capital. View the press release here.

Christiane Germain, winner of the 2019 Tribute Award from la Société québécoise des professionnels en relations Publiques (find all winnershere – in French only)

At the SQPRP Gala evening on December 3, 2019, Ms. Germain received the Public Relations Tribute Award in recognition of her outstanding qualities as a communicator.

"By using communications intelligently, honestly and respectfully, Ms. Germain has earned the esteem of the public and her peers,” says Patrick Howe, PRP, ARP, and President of the SQPRP.

The SQPRP Tribute Award is presented annually to a leader who has leveraged public relations to its full value and who has used it as a strategic management function throughout their career. "Whether it is our guests, the communities in which our hotels are present, our partners, our employees or our suppliers, we have always believed in the power of relationships. I firmly believe that forging strong and genuine relationships with people, all rooted in kindness, will lead to a better, stronger society," states Christiane Germain, Co-President Germain Hotels.

Hotel Le Germain Quebec among the 10 best hotels in Canada according to Condé Nast Traveler readers

Hôtel Le Germain Québec once again ranked high on Conde Nast Traveler's Reader’s Choice. A favourite of its loyal guests and a constant on this prestigious list since 2005, the hotel ranked seventh in Canada for 2019. View the complete list of hotels here.


December 3, 2019


citizenM, the fully-integrated owner-operated hotel company that pioneered the concept of affordable luxury, announces its expansion plans for 2020. With openings planned for the US and Europe, citizenM will grow its portfolio to 22 properties globally by next year end. 

Following the success of the brand in the US, with two locations in New York City and one in Boston, citizenM continues its ambitious rollout in the country with new properties in Seattle and Washington, D.C

citizenM will also increase its presence in Europe by opening a hotel in Geneva – which will complement its new location in Zurich. 

The three new locations in 2020 will continue citizenM’s momentum on the heels of its 2019 openings, such as Kuala Lumpur, Amsterdam, Copenhagen, Zurich and Boston**.

citizenM Seattle South Lake Union – Opening May 2020

citizenM’s first hotel on the West Coast, in Seattle South Lake Union is located just 25 minutes by taxi from Seattle-Tacoma Airport, with 264 rooms across seven floors equipped with jetlag-busting rain showers, iPads, and giant, fluffy beds waiting for flight-weary travellers to get lost in. 24/7 food and drink at canteenM are available for midnight feasts and early-bird snacking, while four spacious, light-flooded societyM meeting rooms welcome big thinkers (fuelled by unlimited coffee). The living room is perfectly designed for working, napping and cocktail indulging, with the latest Vitra furniture, piles of books, superfast Wi-Fi, and plenty of cosy corners.

Art from Jesse LeDoux, titled: Send in the Clouds

  • 264 rooms
  • covered entrance
  • high space/ceiling height, large storefront glazing towards the street
  • art work cladding around the elevator core
  • canteenM, bar with a bottle rack and a skylight


citizenM Seattle South Lake Union

201 Westlake Avenue N. 

Seattle, Washington

citizenM Geneva Rue du Marché – opening June 2020

Geneva Rue de Marche is citizenM’s second Swiss property, following the opening of citizenM Zurich in August 2019. The 144-room property transforms an existing building into a hotel, introducing citizenM’s brand of affordable
luxury to Geneva. The property features a public area wrapped around an internal courtyard – preserving the existing architecture – and will feature an evolved version of citizenM’s square rooms.

  • 144 rooms
  • transformation of existing building to hotel
  • affordable luxury on Rue de Marche
  • public area wrapped around an internal courtyard
  • evolved version of the square room


citizenM Geneva Rue de Marche

Rue de Marche



citizenM Washington DC Capital – opening July 2020

citizenM Washington DC Capitol will feature 252 rooms as part of a mixed-use building with retail, residential, and hotel space. Guests travelling for business will especially benefit from the large societyM spaces available — with 7 big meeting rooms. The property also houses the brand’s next cloudM rooftop bar (following its other locations in Tower of London, New York Bowery, New York Times Square and Paris Gare de Lyon) with an outdoor terrace and break-out areas for the meeting rooms: perfect for late afternoon drinks.

  • 252 rooms
  • mixed use building with retail, residential and hotel
  • public area on the ground floor, void with red stairs to the 2F society
  • cloudM bar with rooftop terrace, break-out area for the meeting rooms


citizenM Washington DC Capitol

555 E St SW

Washington, DC 20024


Toronto, ON (December 2, 2019)– Atlific Hotels is proud to announce that Tony D’Ariano, Maintenance Manager for its managed property, Residence Inn by Marriott London Downtown, has been recognized as the 2019 Tourism HR Canada Employee of the Year. The honour was awarded to D’Ariano at the 2019 Canadian Tourism Awards presented by the Tourism Industry Association of Canada (TIAC) in Ottawa on November 20, 2019. 

The annual Canadian Tourism Awards recognize success, leadership and innovation in Canada's tourism industry. They serve to reward those people, places, organizations and events that have gone above and beyond to showcase Canada’s very best by offering travellers superior tourism experiences. 

The Tourism HR Canada Employee of the Year Award is bestowed upon a front-line employee whose professionalism, dedication, attitude, and quality of service best exemplify excellence in the tourism industry. 

“Having recently celebrated his 15th anniversary with the hotel, Tony remains as passionate in his role today as he was on day one of his Marriott journey,” said Anna McNutt, General Manager, Residence Inn by Marriott London Downtown. “He is always ready and willing to help management, his colleagues, peers, contractors and guests to improve the overall hotel experience in any way that he can. Tony is a shining example of Atlific’s core management values. He inspires and leads by example.” She continued. 

D’Ariano was nominated and recognized for his constant effort to go above and beyond the call of duty. From assuming the role of Chair of Health and Safety for Residence Inn by Marriott London Downtown, to taking the time to personally change a guest’s flat tire spotted in the hotel lot, to being the first and last person on-site to assist with social and charitable functions, to leading by example with his warm and friendly attitude and boosting morale, Tony is a key factor in the overall success of the hotel and its superior guest experience.


Calgary, AB – December 03, 2019 – WebRezPro property management system (PMS) now interfaces with i-Hotel Casting Solution by Intello Technologies, enabling hotels to provide guests with a secure, easy-to-use solution for casting content from their mobile devices to guestroom TVs for an improved guest experience.

Casting provides a convenient way for guests to enjoy their preferred content while they travel, just as they do at home. Using their own devices, guests can play content from apps such as Netflix, YouTube and Spotify on the guestroom TV.

Integration with the PMS automates guest authentication and billing. When a guest checks in, WebRezPro sends reservation data to the i-Hotel system, ensuring only checked-in guests can connect and preventing casting to the wrong room.

“The way we consume content has changed,” commented Frank Verhagen, President at WWT. “The interface between WebRezPro and Intello’s i-Hotel casting solution makes elevating the in-room guest experience seamless and easy for hotels.”


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