Hotel & Tourism SMARTreport #45
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THE PROFESSIONAL BUYERS’ REFERENCE
SMARTreport
ELITE TRAVEL TRENDS
#09 / FLAVOURS DRIVING TRAVEL
HOW WINE AND GASTRONOMY ARE
SHAPING THE WORLD OF TOURISM
SPOTLIGHT ON
EUROPE
#21 / ITALY STANDS OUT FROM
THE CROWD WITH NEW DMO
INITIATIVES
INNOVATIONS
& TECHNOLOGIES
#35 / ROBOTS AND AI ARE
REVOLUTIONISING THE
INDUSTRY
ENIT MUST WORK WITH
THE REGIONS (…) WHEN
WE HAVE TO PROMOTE
OUR COUNTRY OVERSEAS,
IT IS IMPORTANT THAT
WE WORK TOGETHER.
Giorgio Palmucci
President, the Italian National
Tourist Board (ENIT)
#45 - 2020 WINTER EDITION / A CLEVERDIS PUBLICATION
ONE WORLD.
ONE INDUSTRY.
ONE DAILY.
INDIA
The Official Information Source
The Official Information Source
The Official Information Sources at
ITB-BERLIN-NEWS.COM
ITB-ASIA-NEWS.COM
ITB-CHINA-NEWS.COM
ITB-INDIA-NEWS.COM
ITB-BERLIN.COM
ITB-ASIA.COM
ITB-CHINA.COM
ITB-INDIA.COM
Richard Barnes
Editor-in-chief
richard.barnes@cleverdis.com
Tel: +33 (0) 4 42 77 46 00
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 3
3
FOREWORD
A NEW DECADE DEDICATED
TO SUSTAINABILITY
As we enter this new decade, many in
the various fields of travel and tourism
are thinking deep and hard about their
ambitions and objectives. It thus comes as
no surprise that the UNWTO is reiterating
its commitment to the Sustainable
Development Goals that were established
in past years – launching a new survey into
how these goals are being incorporated
into tourism, practices, plans and strategies
in destinations across the world.
Launching the survey, UNWTO Secretary-
General Zurab Pololikashvili said: “2020 will
mark the beginning of the decade of action
towards the 2030 Agenda for Sustainable
Development and we have 10 years left to
make the future we want.”
It is very much with these objectives in
mind that roadmaps for the coming years
are being set by travel professionals around
the world, none the least of whom are
those affiliated to Virtuoso, whose leader,
Matthew Upchurch, has been exemplary in
underlining the importance of developing
a proactive approach to sustainability as
part of the sales process. As global political
leaders often fail to find common ground
on these issues, perhaps industry will lead
the charge.
This changing mind-set is the backdrop
for continuing innovation across the board
across the sector – with an increasing number
of destination marketing organisations
creating a new dynamic. To this end, we
are pleased to spotlight Italy (ENIT) - with
a “keynote” interview with its President
Giorgio Palmucci. We also highlight many of
the new initiatives being put forward in that
country in our regional spotlight – focusing
on Europe in general and Italy in particular.
In our Elite Travel Trends section, luxury
travel guru Mary Gostelow revisits some of
her favourite wine tourism destinations, we
spotlight gastronomy, wedding tourism and
luxury cruising, and we take a tour of some
of the top players at ILTM Cannes 2019.
And when it comes to innovations and
technology, we take a closer look at AI and
machine learning, as robots and translation
devices are set to revolutionise the industry.
4 EXCLUSIVE INTERVIEW
4 AIMING FOR €5BN RISE IN TOURISM TRADE
BALANCE FOR ITALY
Giorgio Palmucci,
President, the Italian National Tourist Board (ENIT)
7 EVENTS
7 ITB BERLIN LAUNCHES HOME OF LUXURY
7 INAUGURAL ITB INDIA TO BE HELD
IN MUMBAI IN APRIL 2020
8 EVENTS CALENDAR
9 ELITE TRAVEL TRENDS
9 WHERE, WHY, AND HOW “ELITE” TRAVELLERS
WILL VOYAGE IN THE COMING YEAR
10 IN THE FIELD WITH MARY GOSTELOW
FROM CALIFORNIA TO THE RIOJA REGION
IN SPAIN, FRANSCHHOEK, SOUTH AFRICA
AND ON TO TASMANIA… SOME NEW AND
DIFFERENT IDEAS IN WINE TOURISM…
11 THE CHANGING WINESCAPE
11 NEW LUXURY VILLAS SET TO OPEN IN APRIL
12 THE FRESH FLAVOUR OF THE SPANISH ISLES
12 AUBERGE DU PÈRE BISE RE-OPENS ON SHORES
OF LAKE ANNECY
13 DESTINATION WEDDING PARADISE? VENICE.
WHERE ELSE?
13 … OR FOR THE “POETIC” TOUCH…
CONTENTS
13 ENZO MICCIO AND ITALY LUXURY TRAVEL
ANNOUNCE JOINT VENTURE TO “REDEFINE
THE DESTINATION WEDDING EXPERIENCE”
14 LUXURY CRUISING
16 ILTM CANNES FEATURE
20 OMAN: EXPECT THE UNEXPECTED
21 EUROPE
21 SPOTLIGHT ON EUROPE – WITH SOME EXTRA
ITALIAN FLAIR
22 FACT & FIGURES
EUROPEAN TOURISM DEMAND REMAINS
STABLE DESPITE WOBBLY WORLD ECONOMY
23 GASTRONOMY A MAJOR DRIVER OF TRAVEL
TO EUROPE
24 EUROPEAN CAPITALS OF CULTURE
24 NEW LINK… NEW HORIZONS
25 HORIZON 2022 — IT’S ALL ABOUT THE
EXPERIENCE
25 CHINESE TOURISM IN EUROPE CONTINUES TO
BOOM BUT TRAVELLER PROFILE IS EVOLVING
26 AIR TRANSPORT NEWS
28 CLOSE-UP ON ITALY
ITALY… YOU HAVE TO LOVE IT!
28 JW MARRIOTT VENICE NAMED “ITALY’S BEST
RESORT SPA 2019”
29 SUSPENDED BETWEEN SEA AND SKY ON THE
AMALFI COAST
29 DISCOVERING THE GENUINE ITALYT
29 ITALY… I DID IT MY WAY!
30 THE FRENCH TOUCH IN ROME
30 PARIS-BASED EXCELLENCE.VILLAS
LAUNCHED TO CATER FOR GROWING HIGH-
END NICHE MARKET IN ITALY
31 SICILY MY LOVE
31 A HIDDEN GEM IN SARDINIA
32 EUROPE NEWS
33 TRENDING DESTINATIONS
DISCOVERING AUTHENTIC CORSICA
34 TRENDING HOTELS
35 INNOVATIONS
& TECHNOLOGIES
35 WHEN ARTIFICIAL INTELLIGENCE
BRINGS REAL-LIFE ADVANTAGES
36 IN THE FIELD WITH DAVID ESSERYK
HOW CHATBOTS AND OTHER A.I.
ARE CHANGING BUSINESS
37 ROBOTICS GET SERIOUS IN HOSPITALITY
38 WHEN LANGUAGE IS NO LONGER A BARRIER
EXCLUSIVE INTERVIEW
Giorgio Palmucci
President,
the Italian National Tourist
Board (ENIT)
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 5
5
AIMING FOR €5BN RISE
IN TOURISM TRADE
BALANCE FOR ITALY
Exclusive Interview – Giorgio Palmucci,
President – the Italian National Tourist Board (ENIT)
Since taking office at the beginning of 2019 for a three-year tenure,
Giorgio Palmucci has been working hard to create a vision for the
local industry for the coming years. We asked him to tell us about
his plans and strategy.
The first main element is that of
sustainability. Italy’s promotional strategy
is centred around this when it comes to
promoting our destinations and tourism
products. We are also aiming to convince
people to visit Italy during the low season
or follow circuits that are off the beaten
track. Our marketing strategy is based
on value growth, enhancing the value of
our country through the promotion of
authenticity and experiences to conscious
travellers who wish to deepen their
knowledge of “off the beaten track”
destinations, but also who want to look
with different eyes the most popular
ones. Recent surveys show that 58%
of travellers would choose not to visit a
place if doing so has a negative impact on
its inhabitants. Moreover, 86% of global
travellers are willing to engage with actives
that counteract the environmental impact
of their trip.
What are the biggest challenges to
increasing visitor numbers, and how
are you addressing these?
We do not aim expressly to increase
visitors, but to do that out of the high
season from June to August and to move
tourism where there is slightly lesserknown
cultural heritage, by suggesting
for them to visit not only the big, but also
small cultural destinations, coastal and
inner rural areas, enjoying them in winter
and spring time. Indeed, our value growth
tourism strategy implies specific objectives,
in terms of increase of income for our
tourism businesses, increase of average
overnights, less seasonality and increase
of overnights in less known destinations,
where 64% of our 55 UNESCO sites are
located.
Please tell us more about your added
efforts for promotion in China, the USA
and the Middle East.
These three markets are targeted in our
promotional plan thanks to different
actions that we have been planning.
China is essentially a market where the
tourism demand is changing in depth,
moving from groups of “golden age”
tourists visiting our major art cities to
future couple of affluent baby-boomers,
Gen X and millennials, interested in new
small cultural destinations to be visited
during the whole year. Therefore, in China,
we are opening two new ENIT offices to
be able to promote Italy correctly to each
specific target. In the USA, the main target
is those of affluent and HNWI (high net
worth individuals) and we are organising
specific workshops to connect Italian and
American tourism systems. In the Middle
East, we are orienting the promotion to
health and wellness tourism because of the
huge prospective of these tourism products
both in the multigenerational groups than
in the emerging market of millennials.
WE THINK THE
CHINESE MARKET IS
VERY IMPORTANT, AS
THERE ARE ALMOST
140 MILLION
CHINESE PEOPLE
TRAVELLING ABROAD
EVERY YEAR, THREE
MILLION OF WHOM
COME TO ITALY.
We think it is very important to work on
the individual tourist, but we are faced
with the challenge of too few direct flights
to Italy. If it comes to group travel, these
travellers generally arrive in Paris, London of
Frankfurt, meaning they spend only a short
time in our country. This is why we prefer
EXCLUSIVE INTERVIEW
© Fausta Samaritani
© Kowwwalczuk
working to have more individual travellers.
We recently signed a memorandum of
understanding with Trip.com, and some
regions have signed agreements with them
as well, with the firm aim of to developing
the individual travel market.
What about the Indian market?
We have a representative of ENIT in
Mumbai, but we think that with the arrival
of the new Ambassador of Italy in Delhi,
we will be able to study this market more
closely.
Until now, the number of Indian tourists
coming to Italy has been very low. On the
other hand, they are very high in terms
of spending per person. Puglia is a now
wedding destination for very rich Indians,
Vernazza, Cinque Terre,
Liguria, Italy
Castello Scaligero di Malcesine
Garda, Veneto, Italy
Fortuna Street, Pompeii,
Campania, Italy
and we believe that if we work around the
areas of Rajasthan and Mumbai, we can
develop this. We will be pushing via major
trade events there, along with Fam trips for
travel professionals, in order to show what
we can propose to the Indian market. Last
July, we presented our plan for the next
three years, and we will work on growth in
terms of both volume and value.
Your job entails harmonising the
promotion of different regions, and
creating a “Brand Italy”. Why is this
important?
It is really necessary to combine the
tourism promotion of specific regions and
areas and the brand concept standing
in the name “Italia”. Italia is not only a
brand because it is a whole country, but
it is much more than that, because of
the Italian style and way of life, which, all
born in a single place, become common
heritage. These sentiments are collective,
not only territorial. Therefore, it is vital that
will be the “continuity” between local and
national themes of tourism promotion.
How do you work with the regions?
The Italian constitution puts regions in
charge of tourism. The Italian government
does not have a direct impact on tourism
in our country. That’s why the Italian
Government, or ENIT, must work with the
regions. It is very important for ENIT to
show that we are efficient – that we spend
the money in an efficient way.
How are source markets evolving?
For the Italian market, the most important
source market is Germany. Of course,
Venice, Rome and Florence are well known
in the German market. So, in countries like
Germany, Switzerland, Austria and so on,
each region can go alone and work on
specific actions to promote their region.
But when we have to promote our country
overseas, it is important that we work
together. We have explained to the regions
that we are more efficient if we go to
these markets as “Italy” – a strong brand
- and then you can explain each region
and develop the different kinds of tourism
offerings. For example, at the last WTM
in London, Veneto, which had previously
been separate from the other Italian
regions, was, for the first time, next to the
Italy pavilion, and in the next edition, we
will all be together in one pavilion.
What is your message to the world’s
travel professionals?
Our message is that Italy offers, to the
different market segments, new ways to
be visited, new paths to be explored thanks
to the beauty all around and the all year
around experiences. The very important
aspect of the Italian way of life is to catch
and enjoy the authenticity, characterised
by a profound material and immaterial
cultural heritage, the joy of life and the
attitude in enjoying tastes and fragrances
of nature. Preserving authenticity and
nature is the concrete path to sustainable
development. Innovation connects the
past with the future and implies both
for destinations and professionals a new
positioning on the market. Italy is ready to
accept the challenge
EVENTS
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 7
7
ITB BERLIN
LAUNCHES HOME
OF LUXURY
© Messe Berlin GmbH
© Messe Berlin GmbH
ITB India team with Katrina Leung, Managing
Director of Messe Berlin (Singapore), the
organiser of ITB India (centre); Dr Martin
Buck, Senior Vice President Travel & Logistics,
Messe Berlin and David Ruetz, Head of ITB
Berlin
ITB Berlin 2019
View into Hall 26
With the luxury market reporting strong growth,
ITB Berlin is opening a new dedicated exhibition
area at this year’s show.
INAUGURAL ITB
INDIA TO BE HELD IN
MUMBAI IN APRIL 2020
The new Home of Luxury
by ITB at the Marshall Haus
of Messe Berlin, is being
presented in partnership
with loop and Luxury Hotel
& Spa Management from
4 to 6 March 2020 at the
World’s Largest Travel Trade
Show - thus providing an
exclusive platform for this
growing travel market for
the first time.
As the name suggests,
the “New Home of Luxury
Tourism” is more than
simply an exhibition area for
the luxury market. Individual
topics will be assigned to
different living areas, as in a
private house, where “New
Luxury” can be experienced
under the heading “Back to
Nature”.
Providers and buyers of
luxury products will be able
to congregate in a special,
almost private atmosphere,
hold meetings, meet for
pre-arranged individual
talks, lunch together, take
part in networking sessions,
and round off the first day
with drinks after work.
The Friday of ITB will be an
“open networking day”,
which will invite exhibitors
and trade visitors to meet
exclusively at the HOME
OF LUXURY by ITB and
give them the opportunity
to establish contacts and
follow trends outside
the Marshall Haus and
everywhere at ITB Berlin.
ITB Berlin 2020 will be taking
place from Wednesday, 4 to
Sunday, 8 March, and from
Wednesday to Friday will be
open to trade visitors only
The inaugural ITB India is
on track to take place in
Mumbai from 15 - 17 April
2020 with big support
from the industry. Four
months before the event,
the outstanding number of
bookings underline that all
signs point to a successful
premiere. ITB India will
complete the trio of ITB
Berlin, ITB Asia and ITB
China, making it a quartet
and strengthening the
global ITB brand.
Messe Berlin and all ITB
shows, as well as the tourism
industry from around the
world are supporting the
new ITB India.
Leading minds will take
the stage at the ITB India
Conference, set to take
place parallel to the trade
show. During the three-day
event, visitors will have the
opportunity to be inspired
by leaders in the tourism
industry and learn from
their experiences.
Committed top speakers
from local and international
brands are: Deep Kalra
(Chairman & Group CEO,
MakeMyTrip), Angel Llull
Mancas (Vice President &
Managing Director, Asia
Pacific, Booking.com),
Prakash Sangam (CEO,
redBus), Siew Kum Hong
(Regional Director for APAC,
Airbnb) and Bhanu Chopra
(Founder & CEO, RateGain)
EVENTS
NEW LOCATION
FOR EGTA
European Group Travel Awards moves
to Hotel de Rome in Berlin
ENTERTAINMENT
Paul Oakenfold
Formerly known mononymously
as Oakenfold, is an English record
producer and trance DJ. He is a
three-time Grammy Award and twotime
World Music Awards nominee.
He was voted the No. 1 DJ in the
World twice in 1998 and 1999 by DJ
Magazine. Quite simply for anyone
into EDM he is a legend.
Cleverdis editor-in-chief Richard Barnes – a guest
presenter at the European Group Travel Awards –
accompanied by Dylan Ratigan – the show host
Sponsored annually by Cleverdis, The European Group Travel Awards,
which take place every year alongside ITB Berlin, this year move to a
new location after several editions at the Intercontinental Berlin.
Tall Paul
Tall Paul – also known as Paul
Newman or Camisra – is currently
holding a residency at Turnmills' Friday
nighter The Gallery and plays regularly
for Godskitchen, Gatecrasher,
Sundissential, Cream and Golden to
name but a few. His popularity has
seen him DJ worldwide produce hits
such as Rock da House, Let me show
you and Precious Heart and remixes
for artists such as New Order, Stone
Roses, Erasure, Human League, Marc
Almond, Wild Child, Hyperlogic,
Cappella, Duran Duran, Nalin & Kane,
Blondie, Bizarre Inc, Dina Carroll. He is
one of the stalwarts of the UK music
scene, rocking dancefloors across the
globe for nearly 30 years.
The black-tie event is organised by
HotelPlanner.com and Meetings.com
as the “ultimate recompense” for
organisations working in the sphere of
group travel. Winners are selected via
online voting and a panel of industry
experts, who select the finest suppliers
in the group travel industry.
According to Tim Hentschel, CEO of
both organising companies, “These
awards are Europe’s biggest celebration
of the Group Travel Market, a glittering
night that recognises the real achievers
in Group Travel Market”.
This year, for the first time, the event will
be held at the Hotel de Rome – a Rocco
Forte hotel, from 7-11pm on 5 March.
Show host: Dylan Ratigan. Born in New
York, Dylan has worked as a Television
News Journalist for CNBC for 8 years
and hosted his own show on MSNBC,
The Dylan Ratigan Show. Ratigan has
developed and launched more than
half a dozen broadcast and new media
properties. They include CNBC's Fast
Money and Closing Bell, as well as
DylanRatigan.com, which is home to his
podcast, "Greedy Bastards Antidote."
Stars in Concert
"It's show-time!" - all year round at
the Estrel Festival Center, featuring
the very best in Las Vegas style
entertainment. For 18 years Berlin's
most successful show, "Stars in
Concert", has been bringing the top
international look-and-sound-alike
artists to Berlin for you, creating the
perfect illusion of Marilyn Monroe,
Louis Armstrong, Freddie Mercury,
Amy Winehouse, Robbie Williams,
Michael Jackson and more
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 9
9
Lake Lugano
© Studio Pagi
It is in Switzerland and more
precisely in Lugano that the next
important event will take place
for EHMA, the European Hotel
Managers Association.
After Paris and Marbella, the General
Managers of the Hotels amongst the most
luxurious and important ones in Europe,
will gather in Lugano – 20-22 March, for
their 47 th Annual General Meeting.
The EHMA Members from Lugano have
formed an Organising Committee which
is working at fast pace on the enriching
program for the attendees.
The theme chosen for the convention
is “It’s all about Passion!”, and the
EHMA members attending will witness
how passion has influenced the lives
of a number of inspiring international
sportsmen, entrepreneurs, managers and
academics who will unveil their incredible
experiences on stage.
Participants will be enlightened by the
engaging stories that will shape the
Educational Day, all told first-hand by
the acclaimed speakers: Founder of
Eataly Oscar Farinetti, free-dive recordholder
Umberto Pelizzari, entrepreneur
Fabio Cannavale, UBS CEO Sergio
Ermotti, painter and dancer Simona
Atzori, academic Sandro Formica,
entrepreneur and philanthropist Riccardo
Braglia, Diversey President EMEA Somer
Gundogdu, and author and coach
Miranda Sorgente.
Situated two hours from Zurich and just one
hour from Milan, the lovely city of Lugano
is the largest in the Italian-speaking part of
Switzerland, the Mediterranean “Canton
Ticino”.
The city lies in a bay on the northern side
of Lake Lugano, surrounded by Mount San
Salvatore and Mount Brè, both offering
breath-taking views of the city, the lake
and the alpine scenery.
The strong Mediterranean flair can be
enjoyed with a stroll through the town centre,
with its beautiful squares and arcades, along
the tree-shaded lake promenade and in the
numerous parks with typical sub-tropical
plants, like the Parco Ciani.
Top-rated gastronomy and prize-winning
wine production, along with Mediterranean
temperatures, splendid views and a packed
calendar of events, all invite visitors to this
corner of Switzerland – best enjoyed while
relaxing in the shade of the ubiquitous palm
trees!
To simplify the registration process to
the event, a dedicated website has been
EHMA
LUGANO 2020
The 47 th Annual General Meeting will
take place in Lugano, from March 20-22
created with an on-line application form
and a programme with all the details
of the two fantastic days that await the
EHMA Members. Those who haven’t
yet registered are invited to do so on:
www.ehmalugano2020.com
For further information, the Organising
Committee can be reached at contact@
ehmalugano2020.com, while EHMA
International Secretariat can be reached at
secretariat.ehma@ehma.com
EVENTS
© WTM Africa
World Travel
Market Africa 2019,
Cape Town,
South Africa
EVENTS CALENDAR
22-26 JANUARY 2020
FITUR
Feria Madrid, Madrid, Spain
www.ifema.es
30 JANUARY-2 FEBRUARY 2020
EMITT - East Mediterranean
International Travel & Tourism
Exhibition
Tüyap Fair Convention and Congress
Centre, Istanbul, Turkey
www.emittistanbul.com
9-11 FEBRUARY 2020
BIT - International Travel Exhibition
Fieramilanocity and MiCo, Milan, Italy
https://bit.fieramilano.it/?lang=en
11-12 FEBRUARY 2020
International Mediterranean Tourism
Market (IMTM)
Expo Tel Aviv, Rokach Blvd 101,
Tel Aviv, Israel
www.imtm-telaviv.com
12-14 FEBRUARY 2020
Adventure Travel Conference and Mart
Sutera Harbour Resort, Kota Kinabalu,
Sabah, Malaysia
www.pata.org/atcm/
13 FEBRUARY 2020
Hospitality Tech Summit
Okura Hotel, Amsterdam, The Netherlands
www.htng.org/page/HTS_2020
26-27 FEBRUARY 2020
Travel Technology Europe
Olympia, London, UK
www.traveltechnologyeurope.com
27-28 FEBRUARY 2020
LTM - Luxury Travel Mart Moscow
Hyatt Regency, Moscow, Russia
www.luxurytravelmart.ru
2-4 MARCH 2020
International Hotel Investment Forum
(IHIF)
InterContinental, Berlin, Germany
www.berlinconference.com
4-8 MARCH 2020
ITB Berlin
Messe Berlin, Berlin, Germany
www.itb-berlin.com
CLEVERDIS
PARTNER
CLEVERDIS
PARTNER
5 MARCH 2020
European Group Travel
Awards (EGTA)
Hotel De Rome, Rocco Forte Hotels,
Berlin, Germany
https://europeangrouptravelawards.com
17-19 MARCH 2020
Moscow International Travel & Tourism
Exhibition (MITT)
Crocus Expo, Moscow, Russia
www.mitt.ru/Home
20-22 MARCH 2020
47th EHMA (European Hotels
Managers Association) Annual General
Meeting
Lugano, Switzerland
www.ehmalugano2020.com
24-25 MARCH 2020
Rendez-vous en France Travel Market
Parc des Expositions, Nantes, France
www.rendezvousenfrance.pro/en
31 MARCH-2 APRIL 2020
World Travel Market (WTM)
Latin America
Expo Center Norte, Sao Paulo, Brazil
www.latinamerica.wtm.com
2-4 APRIL 2020
International Luxury Travel Market
(ILTM) Africa
Moyo, Kirstenbosch National Botanical
Garden, Rhodes Dr, Newlands, Cape Town,
South Africa
www.iltm.com/africa/Home/
6-8 APRIL 2020
World Travel Market (WTM) Africa
Cape Town International Convention
Centre (CTICC), Cape Town, South Africa
www.africa.wtm.com
14-16 APRIL 2020
Kazakhstan International Exhibition
(KITF)
Atakent International Exhibition Centre,
Almaty, Kazakhstan
www.pata.org/event/kitf-2020-kazakhstaninternational-exhibition/
21-23 APRIL 2020
WTTC Global Summit
San Juan, Puerto Rico
www.wttc.org/events/summits/globalsummit-2020/
21-23 APRIL 2020
HITEC Europe
Palau de Congressos, Palma Mallorca,
Spain
www.hftp.org/hitec/europe/
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ELITE TRAVEL TRENDS
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 11
11
© Michal Klajban
WHERE, WHY, AND HOW
“ELITE” TRAVELLERS
WILL VOYAGE IN
THE COMING YEAR
With travel as the means but not an end
in itself, individuals in higher-income
categories no longer always feel the need
to upgrade into luxury as income and
wealth rises. Instead, travel categories
are converging, and travel brands find
themselves at the centre of a vast new,
eco-system.
So, how do we respond? What do we
need to know to navigate through this
transformation, and what will “luxury”
look like in the future? Virtuoso’s annual
global travel forecast has travellers hitting
honky-tonks in America’s Music City,
Nashville, seeing the Summer Games in
style in Tokyo, hiking in New Zealand and
getting wild in Africa’s emerging safari
spot. Traveling sustainably is increasingly
important, as is seeking antidotes to
overtourism, and getting a healthy dose
of urban renewal (think digital detox and
sleep coaching during your next city stay).
The trend is increasingly towards
“different” ideas – even within “classic”
tourism destinations. Nowhere was this
more evident than at the recent ILTM trade
show in Cannes. In the following pages,
you will find some highlights from the
show.
In The Field
with Mary Gostelow
THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY
PART VI
WINE TOURISM
FROM CALIFORNIA
TO THE RIOJA
REGION IN SPAIN,
FRANSCHHOEK,
SOUTH AFRICA AND
ON TO TASMANIA…
SOME NEW AND
DIFFERENT IDEAS IN
WINE TOURISM…
Mary Gostelow is Editor-in-Chief of
Luxury Travel Essential, Cleverdis’ new
unique daily global briefing: sign up, free,
on www.luxury-te.com.
In this edition, she takes us on a tour of
some of her “top picks” when it comes to
wine tourism destinations.
In St Helena, California, 20 minutes’
drive north of Napa, Las Alcobas, a
Luxury Collection hotel, is adjacent to
the famous Culinary Institute of America,
CIA, and the state’s oldest continuallyoperating
winery, Beringer, established
1876 and today supervised by winemaker
Mark Beringer. Many of the hotel’s 68
bedrooms overlook well-manicured
vineyards. The hotel has a tasting
salon, and indoor and outdoor
events spaces, ideal for
weddings. Food at Acacia
House, named for
the 1907-vintage
home
that
grew into this
mighty
hotel,
is supervised by
Delicious, from Las
Vegas, whatever you
choose, pair with a Beringer
Winery Exclusives, say a 2016
Cabernet-Sangiovese Blend.
The 43-room Hotel Marques de Riscal,
also Luxury Collection, is on the 1,000-
ha Marques de Riscal winery in Rioja,
one hour’s drive from Bilbao, Spain. As
with his Guggenheim Museum in Bilbao,
architect Frank Gehry has here produced an
undulating “sculpture”, topped by a roof
canopy in vine hues – best room is #3, the
Gehry Suite. There’s an indoor vitality pool
and a Caudalie spa and walk the vineyards
and tour cellars that date back to 1858.
Marques de Riscal’s 2012 Frank Gehry
Selection, 100% Tempranillo, garnered 94
points in Wine Spectator.
FOR
SOMETHING
COMPLETELY
DIFFERENT, LET’S
INCLUDE AUSTRALIA’S
ALL-INCLUSIVE SAFFIRE
FREYCINET, OPENED
2010 IN FREYCINET
NATIONAL PARK,
TASMANIA.
In South Africa, Babylonstoren, in
Franschhoek, is a 200-hectare community
with vineyards, a busy farm, restaurants
and an 18-room hotel. Babylonstoren was
developed in 2011 by Naspers media guru
Koos Bekker and his wife, Karen Roos. Most
lodging is in individual whitewash-and-thatch
cottages in Cape Dutch style. The five-room
manor is popular with families and groups
of friends but others prefer #12, the
Honeymoon Suite. Several dining
venues attract locals, especially
during weekends, and many
come to buy wine, say a
2018 Babylonstoren
C a b e r n e t
Sauvignon from
eight
pickings,
matured in oak for 18
months.
For something completely
different, let’s include Australia’s allinclusive
Saffire Freycinet, opened 2010
in Freycinet National Park, Tasmania. To
avoid a four hours’ drive from Hobart airport,
take a 20-minute helicopter ride, and overfly
a 200-metre long silver “stingray” atop the
forest. This is, in fact, the main building, a
Robert Morris Nunn design, and it, like the
20 individual steel and concrete villas, look
across Wineglass Bay to five mountain peaks,
The Hazards (the four 140 sq m Pavilion
Suites have plunge pools). Don’t miss the
free oyster shucking experience. Wearing
shoulder-high waders, you “dine” at a
water-set table, shucking until you can eat
no more, drinking delightfully chilled Pooley
Cooinda Vale Chardonnay 2017.
SEE YOU AGAIN IN THE NEXT EDITION
ELITE TRAVEL TRENDS
WINE TOURISM
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 13
13
NEW LUXURY
VILLAS SET TO
OPEN IN APRIL
The village of Castello Banfi
in Southern Tuscanny
THE CHANGING
WINESCAPE
“Oenotourism” hits a new high in Italy
While wine tasting is an essential element of wine tourism, it’s not limited
to the simple emotions and senses connected to the consumption of the
beverage. Beyond wine and the visiting of vineyards, entire regions are
part of the attraction. And in that sense, Italy’s wine regions continue to
be a major growth zone.
Indeed, it’s all about the overall
“experience”: being immersed (in the
figurative sense) in a region’s wine culture.
A perfect example is that of Castello Banfi
in Southern Tuscany – member of Relais &
Châteaux, where visitors literally stay at a
working winery – experiencing the region’s
culture “just like a local”. Strategically
positioned just over 12 miles from the
town of Brunello, and 44 miles from
Siena or, in the opposite direction, the
marvellous Tuscan seaside, Il Borgo offers
the pleasure of living and discovering
Tuscany at its most authentic. It is possible
to organize a rich selection of customised
activities, such as cycling on the private
roads of the estate, a balloon flight, a visit
to nearby natural thermal spas, or tours
of local cities famous for their history and
shopping.
“The castle is from the 12th Century, and
beside it there was a small village, which
has now become the hotel”, explains
Hospitality Director Juan Miquel. “There
are 14 rooms overlooking the vineyards,
the hills and the olive groves. The property
has private sections that are only open to
people staying on-property, making this
place very exclusive”
Also in Tuscany, Borgo 69 is set to open
in 2020 – with 12 villas – featuring
one, two or three bedrooms, and sized
from 75 sq m to 190 sq m.
“It’s a fantastic area for
oenogastronomic tourism or
sightseeing along the little hilltop
villages. We have been building for
14 months, and we are opening on
April 5, 2020 - just before Duco. We
run as a hotel, with daily breakfast,
maid service and a concierge. There is
a restaurant, a bar-lounge and a shop
selling organic food,” explains owner,
Paolo Kastelec.
The architect-designed villas have a
contemporary country style, using
natural materials such as wood,
marble, travertine, local stone and
linens, in earthy Tuscan colours and
beautiful private terraces and gardens
planted with Mediterranean aromatic
herbs and shrubs making for easy
alfresco living.
All Villa Suites have a luxury bathroom
for every bedroom, open plan living
areas, handmade kitchens and
panoramic views over the Cyprus
tree peppered landscape; with on-site
concierge services, what more could
you require from your Tuscan Villa
Holiday
Paolo Kastelec
Owner, Borgo 69
ELITE TRAVEL TRENDS
GASTRONOMIC TOURISM
THE FRESH FLAVOUR OF
THE SPANISH ISLES
Menorca nominated as “European Region of Gastronomy
The International Institute of
Gastronomy, Culture, Arts and
Tourism has nominated the Spanish
island of Menorca as “European
Region of Gastronomy 2022”.
A jury visiting Menorca in November
2019 said it recognised the excellent
quality gastronomy and the endeavours
of the hotel and restaurant associations to
promote and embed Menorca’s gastronomy
on local menus, as well as the work of
many other cultural and gastronomy related
stakeholders.
“The recognition of the IGCAT is not just
about the food itself, but also everything
that is involved in the making of the food,
said Estefi Clavell of Menorca’s Tourist
Board.
“It involves the fishermen, the farmers,
the traditional recipes, right up to how the
food is presented. Being a gastronomic
region puts Menorca on the map, and
helps us promote this aspect, along with
sustainability, which is one of the main
aspects that has to be respected with
regard to the nomination. It confirms the
philosophy of the island,” she added.
© Marinainuria
Menorca boasts its own cheese, renowned
across Spain, and one of the only Spanish
cheeses sold abroad. The island has its own
vineyards and olive plantations, enabling
the island destination to offer an incredible
array of local produce much to the delight
of foreign travellers. Not only that, not
many people know that Mayonnaise –
thought by many to have originated from
France, actually, according to the locals,
comes from Menorca.
“It was in the mid-1700s that mayonnaise
emerged here on Menorca,” says Estefi
Clavell. “The French had laid siege to the
island and the duke heading these forces
enjoyed his food. It was his chef who
brought mayonnaise to him. It is not sure
whether he was forced to create it through
experimentation, or if the locals showed
him how to make it because they already
knew”
The old fishing port
of Cales Fonts in Menorca
AUBERGE DU PÈRE BISE RE-OPENS
ON SHORES OF LAKE ANNECY
After three years of complete
renovation and embellishment, the
115-year-old Auberge du Père Bise
has regained the beauty of its youth.
The Auberge is a gastronomic
institution located in the Geneva-
Lyon-Chamonix Golden Triangle that
has built its international reputation
on the quality of hospitality and
French gastronomy. The restaurant
is run by talented two-star chef Jean
Sulpice. A final work plan has been
launched with the spa opening this
coming summer to make the place
an iconic space on the shores of Lake
Annecy in the Village of Talloires
The Auberge du Père Bise on the
shore of Lake Annecy.
ELITE TRAVEL TRENDS
WEDDING TOURISM
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 15
15
DESTINATION WEDDING
PARADISE? VENICE.
WHERE ELSE?
The San Clemente Palace Kempinski
Venice is officially “Europe’s Leading
Luxury Wedding Resort 2019” –
according to the World Travel Awards - a
magical and romantic retreat for couples
looking for an unforgettable wedding.
“Our private island enclave has an
illustrious history spanning almost 900
For those seeking a wedding destination
with the romantic edge of Italy, but with
a “different” touch, the Golfo dei Poeti
Relais & Spa is situated in Montemarcello
(a Ligurian Luxury Destination), one of
the 100 most beautiful villages in Italy.
It is an ideal place to relax away from
the mass tourism, and to visit the most
suggestive landscapes of the Gulf of La
Spezia and the Cinque Terre National
Park.
Relais owner Dante Venturini explains,
“Our Relais has 27 large rooms,
equipped with the best comforts, guests
will find a new outdoor Spa area with
heated Jacuzzis and a panoramic sauna,
a sea view terrace for lunch, dinner and
aperitifs and a very natural space where
years as a way station for pilgrims and
crusaders and home to monks and
healers”, explains Carmen Hackmann,
Director of Sales & Marketing. “Vestiges
of the past are everywhere and include
a well-preserved 12th-century church.”
Surrounded by centuries-old gardens,
courtyards and terraces, the hotel has 62
suites, boasting picture windows
in every room, raised ceilings
with wood beams original to the
monastery and a private pier.
One is located in a secluded wing
that can be reserved as an eightbedroom
palazzo
Wedding at San Clemente
Palace Kempinski, Venice
… OR FOR THE “POETIC”
TOUCH…
Dante
Venturini
Owner, Golfo dei Poeti Relais & Spa
people can enjoy the silence. It is the
perfect location for a romantic wedding.
Guests can fully enjoy the charm offered
by the Gulf and we can create an event
that will remain in the heart of everyone
for a very long time. If we had to indicate
4 words to describe our concept of
hospitality they would be: genuineness,
authenticity, reality and sustainability”
Villa D'este
ENZO MICCIO
AND ITALY
LUXURY TRAVEL
ANNOUNCE JOINT
VENTURE TO
“REDEFINE THE
DESTINATION
WEDDING
EXPERIENCE”
Enzo Miccio luxury events and
weddings agency based in Milan,
and Italy Luxury Travel, a DMC
focused on bespoke luxury travels
and experiences, have announced
a joint venture aiming to manage
all aspects of event and wedding
planning. The new venture is
designed to satisfy newlyweds'
and guests' expectations for
tailor-made, integrated solutions
that ensure “the perfect Italian
luxury wedding experience”.
“Our goal is to provide to agencies
and partners all around the globe
with a solid team of professionals
in the event planning with Enzo
Miccio and luxury incoming in
Italy with Italy Luxury Travel”,
said group CEO, Enzo Miccio
ELITE TRAVEL TRENDS
LUXURY CRUISING
The Seabourn Venture
Bow Lounge
SEABOURN ANNOUNCES “BOW LOUNGE”
ON ITS NEW ULTRA-LUXURY PURPOSE-
BUILT EXPEDITION SHIP
Seabourn plans to open a “window on
the majesty of nature” for guests of its
new ultra-luxury purpose-built expedition
ship, Seabourn Venture, which is set
to sail to the world’s most coveted
and remote destinations beginning in
June 2021. The Bow Lounge is designed
to further enhance the perspectives that
the natural world presents, increasing the
sense of discovery that is sure to captivate
guests by bringing a view of the outside
inside combined with direct access to
the outdoors. Located on Deck 6, at
the forward-most part of the vessel, the
Bow Lounge will provide the closest
access to water level via the foredeck,
making it the perfect spot for guests to
spend some time watching for marine
life. Within a few steps, guests can be
outside, with a vantage point that is ideal
to watch the ship’s course, spot wildlife,
or take in the beautiful natural scenery
The new Crystal Endeavor,
launching in August 2020
SILVERSEA
CELEBRATES
QUARTER-
CENTURY IN
STYLE
In the year of its 25th anniversary,
Silversea Cruises has a number
of new announcements
including: Silver Origin, described
by the shipping line as “the
most elegant ship to ever sail the
Galapagos”, will launch in summer
2020; S.A.L.T., Silversea’s pioneering
new culinary programme, which will
unlock immersive travel experiences
through culinary discovery when it
launches aboard new ship Silver
Moon in August 2020; and the
world’s first-ever Expedition World
Cruise for 2021. Silversea meanwhile
has opened sales on the world’s
first ultra-luxury fly-cruise service to
Antarctica. “Antarctica Bridge” will
provide travellers with the “fastest,
most direct route” to the White
Continent, as they will fly over the
Drake Passage in business-class
comfort in approximately two hours
each way. Departing from December
2021, the collection of 12 fly-cruise
voyages aboard Silver Explorer will
further enhance Silversea’s allinclusive
Polar offering
NEW JEWEL ON THE CRYSTAL CROWN
In August 2020, Crystal will launch Crystal
Endeavor, what the shipping line describes
as the world’s largest and most spacious
luxury expedition yacht. Built to PC6 polar
class specifications, she will explore the
farthest reaches of Earth, accommodating
just 200 guests with luxurious amenities.
Meanwhile, when Crystal River Cruises’
2020 season embarks next spring, it will
be the youngest fleet of luxury ships
in the river industry with four ships, all
under three years since launch, sailing
Europe’s most picturesque rivers. Crystal
Cruises 2022 all-inclusive ocean sailings
are now available for booking aboard the
Crystal Symphony and Crystal Serenity,
journeying to 219 destinations in 83
countries. Crystal Cruises was voted the
best cruise line of the year 2019 at the
Virtuoso Travel Week
Silversea Cruises new ship, Silver Moon,
launching in August 2020
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 17
17
“Suite Life” onboard a Uniworld
boutique river cruise
UNIWORLD SETS SAIL IN SOUTH
AMERICA FOR THE FIRST TIME
The Uniworld boutique river cruise
collection is, for the first time, offering two
new itineraries on the Peruvian Amazon
this year, aboard the Aria Amazon.
The new itineraries, set to debut in
September, include a 15-day Peruvian
Amazon and Machu Picchu exploration
that begins with a land portion in Lima.
Also on offer is an 11-day Peruvian rivers
and rainforest discovery trip. The Aria
AQUA
EXPEDITIONS
LAUNCHES
“THE GREATEST
LUXURY CRUISE”
EXPEDITIONS IN
SOUTHEAST ASIA’S
CORAL TRIANGLE
Presenting a brand-new cruise
experience in the pristine East Indonesian
Archipelago, Aqua Blu, a former British
navy ship, took its maiden voyage in
November 2019 as a long-range explorer
yacht, sailing the region’s most prized
destinations, including Komodo National
Park, the Spice Islands and Raja Ampat on
seven and 12 night itineraries.
A 2019 refurbishment of the five-deck
15-suite ship, overseen by a Dutch yacht
Amazon is an all-suite ship with floorto-ceiling
windows, giving guests an
extraordinary panoramic views of the
rainforest at every corner.
New ships will also be launched by
Uniworld this year on the Nile in Egypt,
the Douro in Portugal and the Mekong in
Vietnam, followed by a new ship on the
Volga in Russia in 2021
Aqua Expeditions new
vessel: Aqua Blu
design company has brought the vessel to
world-class cruising specifications. Guests
can expect to embrace a distinguished
sense of history and seafaring evolution
when they set foot on this one-of-a-kind
cruise ship. Able, according to Aqua
Expeditions, to cover vast distances in
a short span of time — and in any sea
condition — the vessel enables explorers
on board to experience the most varied,
enjoyable and rewarding coastal cruise
itineraries in this wild and stunningly
beautiful region of the world
PAUL
GAUGUIN
CRUISES
TRIPLES
CAPACITY
A memorandum of agreement has
been signed for the construction and
design of two new-generation luxury
expedition cruise vessels operating in the
South Pacific for Paul Gauguin Cruises,
bringing the company’s fleet from one to
three ships. The two new ships are due
for delivery in 2022 with a capacity of
230 guests for each ship. Paul Gauguin
Cruises currently operates one ship, the
332-guest m/s Paul Gauguin, providing
a luxury cruise experience around French
Polynesia and the South Pacific.
2021 ITINERARIES
AND DEPLOYMENT
New for 2021, is an 11-night Tuamotus &
Society Islands voyage which visits Motu
Mahana, Paul Gauguin Cruises private
islet, twice in one voyage. For 2021, The
Gauguin will also be sailing its signature
itineraries: 7-night Tahiti & the Society
Islands; 7-night Society Islands & Tahiti
Iti; 10-night Society Islands & Tuamotus;
11-night Cook Islands & Society Islands;
and 14-night Marquesas, Tuamotus &
Society Islands. Also featured are 12-
and 13-night Fiji, Tonga, Cook & Society
Islands sailings
Built specifically to
navigate the islands
of French Polynesia,
the m/s Paul Gauguin
offers luxurious,
small-ship voyages.
ELITE TRAVEL TRENDS
ILTM CANNES FEATURE
WALDORF ASTORIA, LXR AND
CONRAD TAKE BIGGER STRIDES
With record new openings, the top-end brands are driving
Hilton to new highs
2019 was the busiest year ever for Hilton Luxury Group’s, with the
opening of 11 new properties. We asked Dino Michael, recently
named as Global Head, Waldorf Astoria Hotels & Resorts and
Conrad Hotels & Resorts, to tell us more.
Dino Michael
Global Head, Waldorf
Astoria Hotels & Resorts
We’ve had some key openings this
past year, with Waldorf Astoria Los
Cabos Pedregal , Waldorf Astoria
Dubai International Financial Centre
and Waldorf Astoria Maldives
Ithaafushi, along with six Conrad
openings including Conrad New York
Midtown, Conrad Washington, DC
and four more openings in China. So,
for us, 2019 has been an exceptional
year.
How important is the Chinese
market for you?
It’s not just about the domestic market
in China, it's outbound travellers.
We opened a great marquee asset in
Bangkok in 2018; our first Waldorf
Astoria in Southeast Asia that follows
Conrad’s strong presence in the
Asia Pacific region, with properties
in destinations such as Hong Kong,
Beijing and Singapore. But now having
the flagship property in Bangkok, this
has spurred a great deal of interest in
the region.
What is changing in the way you
do business and the way people
perceive your properties?
The landscape is becoming very
crowded with a lot of great operators;
a lot of competition. It is always
possible to build a great hotel, but
you need to get the software right,
you need to get the service right, and
get the personal connection right. In
luxury, technology lives to make the
stay easier, without friction, but that
human touch continues. We put a lot
of focus on culture, on development,
on making sure our team members
understand the arriving guests to offer
an anticipatory yet graceful service
that is truly unrivaled. Each Waldorf
Astoria property has dedicated
Personal Concierges that work
tirelessly to anticipate our guests’
needs to make their stay frictionless
and highly personalised.
Could you tell me a little more
about your new property in
Mexico?
The new Waldorf Astoria Los Cabos
Pedregal is situated on Cabo San
Lucas’ most coveted parcel of land –
an extraordinary, 24-acre site at the
southernmost tip of Mexico’s Baja
California Peninsula. The conversion
of Waldorf Astoria Los Cabos
Pedregal reflects Hilton Luxury Group’s
commitment to expand our portfolio
and bring our True Waldorf Service
to the world’s most sought-after
and inspiring destinations. Waldorf
Astoria Los Cabos Pedregal debuts
as the premier offering in the region,
with an array of best-in-class facilities
and immersive experiences such as
concierge services, a private chef
upon request, transportation via the
resort valet, and customised daytime
itineraries
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 19
19
VALERIE WILSON WINS 2019
MARY GOSTELOW AWARD
Valerie Wilson accepts
Mary Gostelow award from
2018 winner, Geoffrey Gilardi
ILTM Cannes kicked off on 3 December
with its usual annual global forum,
capped-off with the crowning of this year’s
Mary Gostelow award laureate – New
York based travel advisor, Valerie Anne
Wilson. Accepting the award, Ms Wilson
stated, “I just love this industry beyond
description. I think that travel is probably
the best education you can give to a child
and an adult today, because with each
trip you take, you have a new experience,
a new exposure, and hopefully you have
done something a little better – to make
the world a better place. ILTM has certainly
done that for many people in the travel
industry. I think that probably Matthew
Upchurch and Virtuoso did it most for me;
because I was not afraid to be outspoken. I
was not afraid to try and create a business
38 years ago when luxury travel really
didn’t exist from the agency side in a big
way. We all have the opportunity to share
this around the world, and make it a better
place”
NEW CAPELLA BANGKOK
– THE “DISRUPTOR”
John Blanco, GM of the new Capella
Bangkok says his property has some strong
selling points: “Bangkok has always had
two key sub-markets – the mad Riverfront
and the CBD. Most of the luxury brands,
including Rosewood and Waldorf were
installed in the CBD area, and it’s been
about 25 years since something important
and new has happened on the riverside.
This area is home to legacy properties such
as the Mandarin Oriental and the Peninsula
- large properties that have been there a
long time. The Capella comes in as a bit
of a disruptor. The ethos of our brand is
that of much smaller properties, hence the
ability to tailor and personalise at a much
higher level, and with more authenticity.
The property consists of 101 river-facing
suites and villas, beginning at 70 sq m –
up to the only riverfront villas in Bangkok,
including private pools”
John Blanco
General Manager, Capella
Bangkok
MADRID AND BEYOND:
A PRODUCT BASED ON PEOPLE
Nigel Hack
Founder,
Madrid and Beyond
Nigel Hack, founder of inbound operator
Madrid and Beyond organises itineraries
throughout Spain and Portugal. He says for
today’s travellers, it’s all about the “carpe
diem” experience: “You can talk about
transformative travel, experiential travel,
behind closed doors, insider access… that’s
what we are trying to do. When travellers
go to restaurants, they don’t want to sit
with tourists all around them, they want to
be with locals. They want to meet artisans,
and be in contact with local people. I
believe we do this better than anyone else,
because we have a much broader range of
people with whom we work”
ELITE TRAVEL TRENDS
ILTM CANNES FEATURE
RELAIS
& CHÂTEAUX
NEW
MOBILE APP
Matías de
Cristóbal
Director General,
Awasi
Arnaud Wielgus
Chief Commercial,
Marketing & Digital Officer,
Relais & Châteaux
Arnaud Wielgus, Chief Commercial,
Marketing & Digital Officer at
Relais & Châteaux tells us that the
organisation has launched a brandnew
app, which has already received,
at the eCommerce awards in France,
the “Best Mobile Initiative” of the
year – across all categories.
“It is very simple to use, and brings
together all the tools people have
been accustomed to using over
time. In the app, we are increasingly
working on customer recognition.
As we are a group of independent
hoteliers, one of the main challenges
is that of recognising the customer
from one property to another. So,
we are henceforth encouraging our
clients to create a GDPR compliant
detailed profile, enabling the
information to be shared by member
hotels to improve their welcome”
PERSONALISED
LUXURY IN PARADISE
Why stay two nights at Iguaçu when you
can stay five?
Matías de Cristóbal is Director General of Awasi, a company with
three lodges in South America. He is also on the board of directors
of Relais et Châteaux. We asked him to tell us about his newest
property that has just opened in Argentina, in the region of Iguaçu.
Until we arrived in Iguaçu, it was a
place where people could stay one
or two nights, because travellers just
wanted to see the Brazilian side, the
Argentinian side, take a selfie, and then
leave. But after analysing this place, we
realised that the Atlantic rainforest has
a huge number of endemic species. We
discovered, thanks to local naturalists
and archaeologists that there are lots of
things to see besides the falls. Of course,
the waterfalls are a huge attraction, and
we go there before the park opens, so
our guests can see the falls without
the crowds. But then we take them to
14 different places, connect with the
local communities and Guarani tribes,
the local flora and fauna, exploring
the jungles, the river, and other hidden
waterfalls, not to mention the Jesuit
missions.
Our clients do not do group excursions.
They are all personalised and private.
Each room is assigned a private
guide and a four-wheel-drive vehicle.
And from the moment we receive a
reservation, a personal reservation
assistant starts working on designing
the trip specifically for that guest. We
have a personnel-to-guest ratio of six-toone.
The reservation assistant ascertains
the preferences and expectations. This
information goes to the chef, the hotel
manager, the housekeeping team, and
to the head of excursions, who assigns
a particular guide with the greatest
knowledge on the topics of interest to
that guest. No two visits are ever the
same
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 21
21
OPENING HIDDEN
DOORWAYS
JoAnn
Kurtz-Ahlers
Owner,
Hidden Doorways
JoAnn Kurtz-Ahlers, owner of
Hidden Doorways – representing
and consulting for exceptional
hotels, yachts and destinations,
each year has a more active,
buzzing stand at ILTM, Cannes. At
the show, we asked her what’s new.
There’s such great development going on
around the globe. More special projects
seem to be opening all the time, and
even our current clients keep expanding.
We are about to take on a new property
in Madagascar, and that will be very
interesting for people doing “post safari”
tourism – especially from Europe and
North America. Six Senses are opening
in the desert in Israel and we are very
excited about that. Our client, Vik retreats,
who were in South America, just took
over a Milan property and brought in
100 artists, putting art installations in all
the guest rooms overlooking the Galleria
area in Milan. Our client in Africa has just
opened up some new small tented camps
in Zimbabwe, which is exciting to see. We
are working a lot in Bolivia. There were
some governmental issues over the past
month or so, which have been resolved,
and we see that as the next new frontier
for travel in a place that hasn’t had a lot
of development. Bolivia is bringing to life
a number of places that never had a lot
of tourism in the past. In Cuba, we have
a very interesting DMC there. A lot of
Americans think you can’t go to Cuba,
but that’s not the case. There are a lot of
interesting things going on!
NEW
INTERNATIONAL
AMBITIONS FOR
RWANDA IN LUXURY
TRAVEL SECTOR
Bisate Lodge, Rwanda
Rwanda is increasingly under the
spotlight as a luxury destination;
reinforced by recent news that
Qatar Airways was to take a 60%
stake in the nation’s new €1.2bn
international airport project.
At ILTM Cannes, Visit Rwanda
hosted a breakfast session
bringing together a number of
key Rwanda-based DMCs and
properties, underlining the will
of the nation’s government to
place this destination firmly in
the luxury nature / adventure
category.
Ariella Kageruka, Head of Tourism
and Conservation Department
for Rwanda, confirmed that
Rwanda was, according to the
World Economic Forum, the #1
safest country in Africa – and #5
globally in 2018.
The number one attraction in
Rwanda remains the Volcanoes
National Park – home to the
world-famous mountain gorillas.
One of the most remarkable
properties alongside the park
is the Bisate Lodge, which was
recently added to the Condé
Nast Traveler’s 2020 Gold List
of exceptional places to stay
in the world. Bisate claims to
be Rwanda’s first “genuinely
luxurious and eco-sensitive
safari lodge”, centred on Africa’s
most immersive wild primate
experience
ELITE TRAVEL TRENDS
LUXURY IN OMAN
Ahmed Bin Nasser
Bin Hamed Al
Mahrizi
Tourism Minister,
Sultanate of Oman
WE INTEND
TO LIMIT THE
NUMBER OF
TOURISTS, BUT
CONCENTRATE
ON THOSE WHO
SPEND MORE.
Oman’s population is tiny compared to other big-hitters in the tourism
industry, but that has not prevented the country’s Ministry of Tourism to
take the role of official partner country of ITB Berlin 2020, highlighting
the diversity of internal destinations and the exceptional luxury
accommodations on offer.
OMAN: EXPECT THE
UNEXPECTED
The pearl of the Middle East to spotlight
luxury and diversity at ITB Berlin
Tourism Minister Ahmed Bin Nasser
Bin Hamed Al Mahrizi, explains that his
government has created a long-term
plan: “We have created our own strategy
up to 2040. We want to target adventure
tourism, with hiking, biking and climbing,
and so on. We have mountains, desert
and beautiful seas for diving. MICE is
another sector we want to grow. We
intend to limit the number of tourists, but
concentrate on those who spend more.
Recently, the Sultanate has taken certain
important measures that have had positive
impacts on the tourism sector of our
country. These measures included making
tourism visa easy, increasing investment
in the sector, establishing more hotel and
other related establishments, increasing
promotional drive and exploring new
markets.”
The Sultanate often surprises with the
extraordinary diversity of its tourism
offering, and eco-tourism is a key growth
area. Ras Al Jinz, a fishing village located
in the Ras Al Hadd, on the eastern shores
of the Arabian Peninsula, is world renown
for the nesting endangered green turtle,
probably the most important nesting
concentration on the Indian Ocean. This
is the only official place where the public
can watch the nesting process of these
amazing sea giants. The Turtle Reserve
was established by Royal Decree in 1996,
and the Ras Al Jinz Turtle Centre was
established in 2008 to help conserve the
fascinating and amazing nesting processes
of these fascinating marine animals. Total
accommodation at the reserve includes
31 units including luxury Eco-tents.
From the rocky sea-shores to majestic
mountains, Oman has a swathe of
tourism ideas.
Every Thursday from 8pm to 9pm, guests
at the Alila Jabal Akhdar resort in Oman’s
high country are invited to meditate
under the stars. This magical location
offers some of the clearest night-time
views of the sky, making it a paradise for
celestial enthusiasts and romantics alike.
Committed to a sustainable future, this is
one of Oman’s most sought-after luxury
resorts. Its signature features include fortlike
doors crafted from solid wood; the
iconic rose pattern that adorns the lobby,
inspired by the damask roses that grow
in this region; and a large fireplace in the
lobby that warms guests in the chillier
months after an invigorating day out in
the mountains. The resort grounds also
feature aflaj water systems, mirroring
Oman’s traditional system of irrigation
channels
EUROPE
Hotel & Tourism
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2020 Winter Edition 23
23
SPOTLIGHT ON EUROPE
– WITH SOME EXTRA
ITALIAN FLAIR
Europe’s nations – as a collective
destination - continue to be the
most popular tourist attraction
in the world when taken “as
a whole”. For the European
economy alone, travel and
tourism is reported to have directly
contributed an estimated €782bn
to GDP in 2018 and 14.4 million
jobs through direct employment
in the sector. The southern /
Mediterranean region of Europe
is the most popular destination
region in terms of international
arrivals, followed by Western
Europe.
Italy has long been high on the list
for international travellers, along
with France and Spain, and to
this end, Italy’s national tourism
authority, ENIT, has been pushing
much more strongly in the past year
or so - especially since the arrival of
the organisation’s new President,
Giorgio Palmucci (see interview -
page 4) to grow inbound tourism
figures. Working much like a
“conductor” for an orchestra of
different regions, all pushing their
own wares, ENIT has done an
admirable job of enhancing “Italy
as a brand”. In this section, we take
a look at what’s new and exciting
across Europe as a whole, but in
particular, we are highlighting a
number of new initiatives when it
comes to inbound tour operators
and hospitality players in Italy. You’ll
see for yourself… The dynamic is
incredible.
We also spotlight a number of
other “hot ideas” in the industry
on the continent. Enjoy!
EUROPE
FACTS & FIGURES
EUROPEAN TOURISM DEMAND
REMAINS STABLE DESPITE WOBBLY
WORLD ECONOMY
European tourism demand remained in
positive territory, albeit with a slower
expansion rate compared to the past two
years, according to the European Travel
Commission's (ETC) report "European
Tourism - Trends & Prospects” for Q3 2019.
Although external risks were failing to
dissipate, destinations continued to grow
at a modest pace and the overarching
regional outlook remained positive (3-4%
in international tourist arrivals in 2019). Of
particular interest in Q3 was Montenegro’s
maintained growth momentum at 18% as
it welcomed a soaring influx of Western
European holidaymakers, while the
depreciation of the lira continued to play
a vital role in Turkey’s tourism performance
with an equally impressive 15% increase in
tourist arrivals.
According to ETC, while things appear
stable in the European tourism sector amid
the poor shape of the global economy,
the greatest risk lies in not seizing the
opportunities at hand by encouraging
more sustainable and inclusive tourism
approaches.
"This latest report highlights that travel
demand in Europe is in a good place, with
steady increases in tourism numbers across
the board,” said Eduardo Santander, ETC
Executive Director. “Despite very real
challenges, such as the looming threat
of a ‘no deal’ Brexit, and the collapse of
several airlines, European destinations
continue to post healthy rates of arrivals,
which of course is to be welcomed.
Meanwhile, European tourism needs to
focus on developing long-term sustainable
Reflecting a general slowdown in the global
economy, the report notes that average
increase in global revenue passenger
kilometres (RPKs), which is an indicator of
airline demand, was 4.1 % y/y in Q3, well
below the average rate of expansion over
the past 10 years of 6.1%.
“No Deal” Brexit likely to have
permanent effect on UK travel volumes
According to the ETC report, the combined
effect of the economic and non-economic
factors associated with a “no deal” Brexit
AIR PASSENGER GROWTH
SLOWING IN EUROPE
management solutions to enable tourism
to flourish, rather than just merely grow.”
American and Chinese tourists continue
to flock to Europe, while intra-regional
demand plays a key role in increasing tourist
numbers in Europe. Large long-haul source
markets continue to make a significant
contribution, particularly from the US with
the dollar up against many other currencies.
would cause a 7% drop in UK outbound
trips in 2020 and an 8% drop in 2021.
More significantly, the report states that
a no deal Brexit would have a permanent
downward effect on UK outbound travel
volumes, which is sure to cause concern
amongst many destinations across Europe.
Spain is likely to be the most heavily
impacted per traveller volumes with an
estimated 1.3 million fewer UK arrivals to
the country in 2021 relative to baseline
projects, and Ireland the most impacted in
percentage terms (-5%) in 2021
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 25
25
EUROPEAN CAPITALS
OF CULTURE
Galway, Ireland and Rijeka, Croatia host cultural events
as part of celebration of cultural diversity
The European Capital of Culture is a city designated by the European Union
for a period of one year during which it is given a chance to showcase its
cultural life and cultural development. A number of European cities have
used the City of Culture year to transform completely their cultural base
and, in doing so, the way in which they are viewed internationally.
© László Szalai
2020 is a “double whammy” for Rijeka since
Croatia is also holding the presidency of the
EU. As the largest Croatian port, the city
has become the centre of a significant and
extensive culture and arts programme and
host for a swathe of artists from the global,
Croatian and European cultural scenes.
A NUMBER OF
EUROPEAN CITIES
HAVE USED THE CITY
OF CULTURE YEAR
TO TRANSFORM
COMPLETELY THEIR
CULTURAL BASE
Nestled between the Mediterranean,
Central European and Eastern European
influences, Rijeka has been part of as many
as seven different countries over the past
century of its development. A small-scale
Europe of sorts, it has become a place
for dynamic life, a symbol of the spirit of
libertarian and progressive ideas, and a city
where everyone is always welcome. As part
of the European Capital of Culture project
in 2020, Rijeka has built and opened new
cultural buildings and facilities, which cofinanced
by EU funds, offering over 600
cultural, arts and other events involving
more than 250 cultural institutions and
organisations from Croatia and 40 other
countries from Europe and the rest of the
world.
The cultural programme in 2020 introduces
Rijeka and its distinctive features to Europe,
while at the same time placing current
European cultural and social issues at the
forefront. The three main programme
themes were chosen as symbols of the
intertwining identities of Rijeka and
contemporary Europe: water, work and
migration.
Meanwhile, in Ireland, the Galway
2020 programme brings to life themes
of language, landscape and migration.
Structured around the old Celtic calendar
of Imbolc, Bealtaine, Lughnasa and
Samhain, Galway 2020 begins in February
and runs through until the end of January
2021. During the year, visitors will discover
events imagined into existence by artists
who have Galway running through their
veins, interwoven with an outsider’s
view, as European artists unveil their own
interpretations of these themes. Marking
the passing of winter and the blossoming
of an extraordinary new year, the opening
event celebrates the quintessential values
of “Irishness” – courage, creativity and
resilience. Taking place in the open air,
everyone is welcome and the event is free
to attend
Hill fort in Trsat district,
Rijeka, Croatia
An old street in Galway,
Ireland
EUROPE
AIR TRANSPORT NEWS
A POSITIVE OUTLOOK
FOR AIR TRANSPORT IN 2020
The International Air Transport
Association IATA predicts strong
growth for the airline industry in
2020, although concerns about
the environment and tensions in
the Middle East could dampen the
demand…
If 2019 was a more challenging year for
airlines, 2020 should bring back a smile
to the industry, according to the latest
forecasts released by the International Air
Transport Association in December.
Airlines suffered a difficult year in 2019
as numerous factors impacted market
demand. The first factor was the revival of
trade wars between the United States and
various countries such as China. Another
factor was the suspension of all flights by
the Boeing 737MAX which translated into
capacity cut for many airlines. Uncertainty
over the Brexit dampened also demand.
"They all came together to create a tougher
than anticipated business environment for
airlines,” comments Alexandre de Juniac,
IATA's Director General and CEO.
2019 was also one of the worst years for
airline bankruptcies. Half a dozen carriers
disappeared, from India’s second largest
carrier Jet Airways to Slovenian national
carrier Adria Airways, from holiday giant
Thomas Cook to low cost carrier WOW
Air or from French Caribbean carrier XL
Airways to Britain regional airline Bmi.
According to de Juniac, it appears that
2019 will be the bottom of the current
economic cycle and the forecast for 2020
is turning brighter.
Forecasts are for the global airline industry
to produce a net profit of €26.2bn in
2020, improved over a net profit of
€23.2bn expected in 2019. The latter was
revised downward from a €25bn forecast
last June.
EUROPEAN AIRLINES FORECAST A GROWTH
IN PROFIT BUT WEAKENING DEMAND
European carriers are forecast to report
a €7.05bn net profit in 2020 (up from
€5.52bn for 2019) as airlines in the region
will benefit from stronger economic
growth and the consolidation of airlines
network. Expansion is expected to be
moderate, helping to improve the supplydemand
balance. The net profit per
passenger is expected to be €5.70.
The consolidation movement follows
a series of European airline failures,
which translated into capacity cuts.
Another factor is the “flight shaming”
effect launched in Scandinavia to fight
climate change. This translated already
into a decline in air travel in Sweden by
4% in 2019 and the movement could
further expand to other countries such
as Denmark, the Netherlands or Austria
in 2020. Passengers capacity is due to
grow by 3.7% in 2020, its smallest gain
since 2015; while passenger traffic in RPK
(revenue Passengers/km) would grow by
3.8%.
PASSAGER DEMAND AND CAPACITY GROWTH
BY REGION
GLOBAL PASSAGERS (billion, segment basis)
© IATA
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 27
27
LUFTHANSA
FLIES FROM
MUNICH TO
PARIS-ORLY
FOR THE
FIRST TIME
BRITISH AIRWAYS OFFSETS
CARBON EMISSIONS ON LOCAL
FLIGHTS
Since January 2020, British Airways has
become the first UK airline to offset carbon
emissions on all its flights within the UK. All
customers flying within the UK this year on
flights operated by British Airways have the
carbon emissions from their flights offset by
the airline and invested in carbon reduction
projects around the world. These projects
will include renewable energy, protection of
rainforests and reforestation programmes.
The announcement came as British Airways’
parent company, International Airlines
Group (IAG), became the first airline group
worldwide to commit to achieving net zero
carbon emissions by 2050, contributing to
both the UK Government’s commitment to
a net zero carbon economy by 2050 and
the United Nations’ objective to limit global
warming to 1.5 degrees
A Lufthansa
Bombardier CRJ900
AIR FRANCE KLM ENTERS
NEW CODESHARE
AGREEMENT WITH JETSTAR
After the resumption of codeshare
cooperation in 2018 with Qantas, both
Air France and KLM have, since January,
launched a codeshare cooperation with
JetStar Airways and Jetstar Asia Airways, two
airlines which are part of the Qantas Group
portfolio. Under this agreement, Air France
and KLM customers have access to a wider
range of destinations in Southeast Asia.
Connecting in Singapore from Amsterdam
or Paris, Air France and KLM will place their
code on 12 additional destinations operated
by Jetstar Asia Airways: Da Nang (Vietnam),
Ho Chi Minh City (Vietnam), Denpasar
(Indonesia), Medan (Indonesia), Surabaya
(Indonesia), Phnom Penh (Cambodia), Siem
Reap (Cambodia), Kula Lumpur (Malaysia),
Penang (Malaysia), Phuket (Thailand),
Yangon (Myanmar), and Darwin (Australia)
10 additional A350-900s have been
ordered from Airbus by Air France-
KLM Group in December 2019
From 16 March Lufthansa will include
Orly airport (ORY) in its flight schedule
for the first time. In the 2019/20
winter timetable, a Bombardier
CRJ900 will take off twice daily from
Munich to the French capital. Flights
to Orly complement Lufthansa’s 40
weekly flights between Munich and
Paris Charles-de-Gaulle, offering
ideal travel connections to the
French capital for any purpose and
time of day. "Paris is one of the
most important destinations in the
world for the Lufthansa Group. With
Paris-Orly, our guests for the first
time have a direct connection from
the south of the metropolis to our
Munich hub," says Wilken Bormann,
CEO Hub Munich. Orly Airport is
located nine kilometres south of
Paris and is easy to reach by public
transport. Last year, Orly had 33
million passengers
EUROPE / ITALY
Pool view at Castello Banfi
Mount Fuji
ITALY…
YOU HAVE
TO LOVE IT!
Every year, more and more
foreigners come to Italy to discover
the real Italian dolce vita – breathtaking
landscapes, rich history,
great art, interesting culture and
delectable cuisine.
With 62 million visitors registered in
2018, Italy was the world’s fifth most
visited country in international tourism
arrivals, according to the UNWTO,
ranking sixth in terms of tourism receipts.
The tourism industry is one of the most
important sectors of the country’s
economy. According to Statista Research,
it constituted about 13% of Italian GDP
in the past year and is predicted to reach
14.3% in 2028, at around €269bn, up
from €223.2bn in 2017. Direct tourism
spending is forecast by Statista to reach
€56.8bn by 2028.
In this section, we take an up-close and
personal look at this land that instills so
much passion in travellers, still a dream
destination for many
JW MARRIOTT VENICE
NAMED “ITALY’S BEST
RESORT SPA 2019”
The idea of creating a private
island resort in the lagoon of
Venice was quite unique.
Designed by Matteo Thun, Isola delle
Rose – or Rose Island – is the only
property managed directly by Marriott
in Italy and has recently been named
in the World Spa Awards as the best in
the nation.
“We are a flagship for the brand – a kind
of test bench,'' says Marta Camozza,
Senior Leisure Sales Manager for the
resort. “The history of the island is a bit
odd. Between the 30s and the late 70s
it was a sanatorium, as they discovered
the island had a better climate than the
city centre of Venice. It gets more fresh
air and is sunnier. We still have the
century-old olive tree grove, planted by
the friars. It is still productive, and it’s
the only place in Venice that produces
its own pure virgin olive oil – around
150 litres per year – that we use in our
own restaurant.”
The current owner began a huge
renovation project on the 16 hectares
of the island around ten years ago,
renovating the ancient buildings in
a modern way, opening four years
ago. It has already scooped numerous
awards, including making it to Conde
Nast’s Gold List in 2018 as one of the
best hotels in the world.
The “pearl” of the property is the Villa
Rose – an island within the island –
a 215 sq m private villa with 420 sq
m of private gardens, featuring a
private pool three bedrooms and three
bathrooms
Marta Camozza
Senior Leisure
Sales Manager,
Rose Island,
Marriott
Hotel & Tourism
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2020 Winter Edition 29
29
DISCOVERING
THE GENUINE ITALY
Piccolo Sant’Andrea
SUSPENDED
BETWEEN SEA
AND SKY ON THE
AMALFI COAST
“Firstly, I love my work;
secondly, I love my country;
and thirdly, I love the people
who come to visit,” says
Moreno Moretti, founder and
President of inbound tour
operator, Italy Charme.
Italy Charme is working on
the luxury niche of seeing
artisans of all kinds in Italy.
“My mission is to bring
people to see the artisans at
Moreno Moretti
Founder and President,
Italy Charme
work – it can be pottery or
hand-made shoes… and by
buying these products, they
genuinely support the local
communities.”
“Travel is not just about
growing – yourself – as a
person, but can also be about
helping people, and getting a
different kind of experience.
People take home much
more than just memories”
Opened in the summer of 2017, the 27-key Piccolo
Sant’Andrea Luxury Suite Hotel & Spa in Praiano,
on the Amalfi coast, boasts the fact that many of its
clients are already coming back for their third stay at
the property.
The 5-star hotel in Praiano, on
the Amalfi coast, is a corner of
paradise perched on a rock,
suspended between the blue
sea and the azure sky, where
the air has the heady scent
of orange blossoms. The
panoramic view is breathtaking,
encompassing the
whole coast from Praiano to
Positano, continuing to Punta
Campanella, the Archipelago
Li Galli and right up to the
profile of the isle of Capri.
According to the owner and
general manager, Igea Sartori,
the main clientele of the
hotel is American, followed
by Australians, and Saudi
Arabians. The property works
primarily through OTAs and
direct bookings, with relatively
small commissions for agents
(10-15% max): “38% of all
our reservations come directly
through our own website,''
says Ms Sartori, “And we are
working on growing that even
more.”
“Nowadays, luxury can be
seen in many different ways.
But the real luxury for busy
people is to feel free to do
whatever you want whenever
you want when on holidays.
So, we don’t have any dress
codes or any scheduled
programmes,” explains Dilara
Sadiker, Sales and Marketing
ITALY… I DID IT MY WAY!
Creator of private and
corporate events, Italy
My Way is the brainchild
of Nadia Colaiuda, a
luxury travel and event
professional who has come
up with a new business
model – partnering with
selected partners who are
all specialists in their fields.
According to Ms Colaiuda,
“No request is ever too big
or small for our partners.”
Italy My Way caters for
MICE of all kinds, right up to
provision of private yachts,
jets, luxury limousines,
bodyguards and security
services
Getting the real taste of Italy –
thanks to Italy My Way
EUROPE / ITALY
THE FRENCH
TOUCH IN
ROME
Modern luxury voyageurs are
invited to eat, sleep, enjoy, travel,
stay, celebrate and live the French
way at “new look” Sofitel Rome
Villa Borghese. The redesign of the
Sofitel Rome Villa Borghese has
transformed the property into an
elegant Roman retreat, fusing La
Dolce Vita heritage with modern
French art de vivre.
Situated in the heart of
Rome, Sofitel Rome Villa
Borghese reopened last summer,
unveiling extensive renovations
by contemporary architect and
interior designer, Jean-Philippe
Nuel.
Situated on a quiet street in
the centre of Rome, this former
19 th century Roman palazzo lies
within walking distance of some
of the city’s best-known cultural
landmarks and parks, including
the Trevi Fountain, Villa Medici
and the Spanish Steps.
“Evoking the feel of a Roman
home, guests appreciate the
hotel’s relaxed and laid-back
atmosphere and the sense of
being truly immersed in the
essence of this picturesque Italian
city,” explains Sales and Marketing
Manager, Manuela Rampado.
The hotel offers 78 rooms and
suites, with the unveiling of larger
suites, a new fitness centre and
new wellbeing programme, and
three large event rooms. Sofitel
Rome Villa Borghese is also home
to Settimo, a new rooftop lounge
and restaurant, offering panoramic
views overlooking the picturesque
Villa Borghese gardens and St.
Peter’s Basilica
The newly designed rooms
at the Sofitel Rome
Katharina Allès
Trauttmansdorff
Founder, Trust&Travel
PARIS-BASED
EXCELLENCE.VILLAS
LAUNCHED TO CATER
FOR GROWING HIGH-END
NICHE MARKET IN ITALY
A niche agency, excellence.villas has been launched
by Katharina Allès Trauttmansdorff, founder of
Trust&Travel, to provide villas in Italy for the world’s
most demanding clients.
With Excellence Villas, Katharina takes up a brandnew
challenge. “This latest venture, directed
exclusively at high-end travel agents enables us to
cater for an affluent clientele interested in worldclass
luxury residences in Italy.”
“We provide Italy at its very best. They are literally
hand-picked, thoroughly inspected world-class villas
or city apartments, in outstanding locations, with
impeccable service… totally personalised attention.”
Trauttmansdorff and her team claim to have intimate
knowledge of each listing, and work closely with the
owners to maintain quality control.
Indeed, excellence.villas benefits from the
considerable experience acquired over the past 20
years by its sister venture Trust&Travel, an agency
specialised in the rental of select villas on Italy’s finest
historical estates. Since 1995, the highly seasoned
and dedicated team has attended to demanding and
discriminative clients, anticipating their needs and
creating fully satisfying experiences. Trust&Travel
has been highlighted in publications such as Elle,
The Independent, Vogue, Geo, Marie-Claire and Le
Figaro, to name but a few
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 31
31
Thomas Sirago, Valentina
Recanati, Guido Spinello,
and Salvatore Lo Giudice,
Managing Director – Sicily
Lifestyle
SICILY MY LOVE
How one Taormina-based DMC leverages fabulous video images
to promote its region
Salvatore Lo Giudice, Managing
Director of Sicily Lifestyle, had a
clear concept of his company’s
brand image: “It should be
the perfect combination
of tourism, fashion and
cinema”. To underline this,
he commissioned Vanity Fair
fashion editor Michael Roberts
to create a 13-minute short
film to set the stage, called
“Sicily My Love”; and for this,
he enlisted the talents of the
Brazilian supermodel, Raica
Brito Oliveira. We asked him to
tell us more.
Above all, it is the story that Michael wanted
to share with us about how he fell in love
with this island, an island that knows how
to welcome and captivate like no other. It’s
a live story, incorporating all our services and
the beautiful aspects of our region. The film
was produced in 2018, and first presented at
the Bulgari Hotel in London. It has also been
shown locally in Sicily, and the next screening
will be at a private members’ club in New
York, with the attendance of Michael Roberts
and Raica Oliveira. Through the images of
the movie, we have done our rebranding.
The images on our website have been taken
from the movie itself. It was a different way of
rebranding, through cinema and fashion.
What are your company’s three key
differentiation points?
Firstly, we are a small team… in Sicily, family
is a strong value. Every team member is like
a family member, and we transmit this value
to our guests visiting Sicily. The second point
is the fact that we work with very high-end
clients and have a lot of people coming from
the fashion industry around the world. The
third point is the continuous relationship we
keep with our clients, even after they leave
Sicily – a sense of friendship and family that
remains after the travel
A HIDDEN GEM IN SARDINIA
Hotel Su Gologone reopens in April 2020
with two new “Country Suites” whose
interior design have been inspired by the
cultivation of the land and the produce it
yields, and Orto, a new restaurant, which
will open three times a week and serve
dishes created using the produce from Su
Gologone’s vegetable garden. Located in
the Oliena region of Sardinia, Su Gologone
hotel embraces authentic Sardinian
tradition. Each bespoke hotel room
embodies Sardinia's history, embracing
the lives and labours of the island’s
weavers, nomadic shepherds and talented
artists. Su Gologone experiences include
traditional local activities such as art and
craft workshops as well as cooking and
sampling authentic local cuisine.
EUROPE
BRITANNIA
REOPENS IN NORWAY
Britannia Hotel in Trondheim, Norway reopened in April
this year, after a three-year, €134m renovation (one
of the largest such projects in Scandinavia). As the
world’s northernmost Grand Dame hotel, it’s storied
past includes hosting royalty and dignitaries since the
19th century. Now the northernmost member of The
Leading Hotels of The World, Britannia Hotel features
257 rooms, 1,400 sq. m Spa, world-class dining, and
an 8,000-bottle wine cellar.
The Britannia
Hotel Exterior
in Trondheim
The new Galeria
Canalejas in the heart
of Madrid
GALERÍA CANALEJAS
THE NEW INTERNATIONAL ICON
OF LUXURY SHOPPING AND HAUTE
CUISINE IN THE HEART OF MADRID
With the opening of Galería Canalejas, planned in the first
half of 2020, a new concept of luxury department store and
gastronomy is born in Madrid. Relocating in the heart of the
Spanish capital, it aims to be the new “golden mile” of luxury.
It will boast more than 15,000 square metres distributed on
three floors with the most prestigious fashion, fine jewellery,
and gastronomy brands in the world.
A HIGH-END SHOPPING SPREE
ON THE ITALIAN RIVIERA?
YES, YOU CAN!
With the opening in 2019 of “The Mall Sanremo”, The
Mall Luxury Outlets, already known for The Mall Firenze
(opened in 2001), has inaugurated a new destination for
luxury shopping.
The selection of brands includes Balenciaga, Dolce &
Gabbana, Ermenegildo Zegna, Etro, GCDS, Giorgio
Armani, Gucci, Karl Lagerfeld, Loro Piana, MSGM, Poltrona
Frau, Santoni, Versace and a Luxury Multi Brand where
it’s possible to find products by Roberto Cavalli, Missoni,
John Richmond, Brioni, Corneliani, Ermanno by Ermanno
Scervino. Stage two of the complex, set to open later in
the year, will offer new, equally exclusive brands. To reach
The Mall Sanremo, shuttles leave every hour from the
centre of Sanremo (roundtrip) as well as buses from Nice
and Monaco and private shuttles upon request.
The new Mall Sanremo
Clients making
their own luxury
watch
TRAVELLERS CAN MAKE THEIR OWN
LUXURY SWISS WATCH IN GENEVA
THANKS TO A NEW PARTNERSHIP BETWEEN
CELEBRATED WORKSHOP INITIUM AND
5* HOTEL BEAU-RIVAGE
Geneva’s last-remaining family-run luxury hotel, Beau-Rivage,
has just partnered with celebrated Old Town watchmaking
workshop Initium giving visitors the chance to spend a weekend
in the city, returning home with a personalised automatic or
mechanical Swiss timepiece, made with their own hands, using
the same fine quality components used by the region’s foremost
watch manufacturers. Initium offers a complete immersion in
the fascinating world of Swiss timepieces. Its ambition is to
reveal the secrets of watchmaking, an ancestral skill which over
the centuries has become synonymous with Switzerland and
the region around Geneva. Lessons in theory and practice from
a master watchmaker help the visitor get behind the mysteries
of a mechanical movement.
EUROPE
TRENDING DESTINATIONS
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 33
33
Joseph Istria, President,
Louis, Event Assistant
and Nathalie Bar,
Communications Director of
Cors’Alpha Touring
DISCOVERING AUTHENTIC CORSICA
Cors’Alpha Touring sells what the travel world is increasingly seeking:
“real” experiences in paradise
Joseph Istria, President of Cors’Alpha Touring in Corsica, has a particular
passion for the creation of unforgettable itineraries, having been a tour
guide himself before founding the company over 16 years ago.
“He is Corsican, he loves ‘his’ Corsica,
and began his career by criss-crossing
the island, accompanying groups on tour
buses,” explains Nathalie Bar, Head of
Communication and MICE for Cors’Alpha.
“Mr Istria came to know a huge number
of people around Corsica as a guide; and
it’s a family. Corsica is a mountain in the
middle of the sea; it’s like a big village,” she
continues. “Everybody knows each other,
and Mr Istria, along with his mother, who
founded the business, are very well known.”
For more than 16 years, Cors'Alpha Touring
has been the specialist in travel and events
on Corsica: a human-sized structure that
allows visitors to have a single contact. The
follow-up of jobs is entirely carried out by
real specialists, at “ultra-negotiated rates”.
Over time, thanks to the Istria family’s
network, the company has been able to
surround itself with quality providers. But
not only that. They have an entire swag of
unusual and unique addresses and ideas in
order to make a visit to the Isle of Beauty
very special.
“All our bilingual guides who will follow
you on your tours and your events are
unique to the Cors'Alpha Touring agency.
They are empowered to all management
of the ‘last-in-time’ and changes to the
customer's request to satisfy, at best, all
your requirements” says Bar..
Bar came onto the scene a few years
back to head up the MICE division of
Cors’Alpha, and she says the company’s
main asset when it comes to planning
events is “genuine” experiences.
“Cors’Alpha Events sells tailor-made
authenticity, and in the MICE sector, we
have a huge playing field. We have the sea
and the mountains within ten minutes of
each other. We have an incredible choice
WE HAVE THE SEA
AND THE MOUNTAINS
WITHIN TEN MINUTES
OF EACH OTHER
when it comes to team building and
other group activities in such a way as to
create unforgettable experiences for those
companies looking for real, authentic and
meaningful experiences with the ‘plus’ of
real service Corsican style,” explains Bar.
Bar says her company is seeing an
increasing number of small groups – 10-15
people, mostly groups of senior corporate
executives, who choose Corsica for
seminars and incentive visits. New air links
from Portugal and London are adding to the
internationalisation of the offering
EUROPE
TRENDING HOTELS
TRENDING IN THE EASTERN
MEDITERRANEAN
While much of Western Europe is already
very much “said for” when it comes to
holiday accommodation, it’s in the Eastern
Med that a lot has been happening of late.
Here are just a few of our top picks.
Aristi Mountain Resort and Villas,
in north-western Greece, is using
its wild and rugged location to
attract experienced trekkers and
intermediate hikers alike. The
resort is in west Zagori, Epirus,
off-the-beaten-track for most
tourists and even the trekking
community.
TREKKING OFF
THE BEATEN TRACK
The natural attractions include the
Vikos Gorge, the deepest gorge in
the world, the Towers of Astraka
and Drakolimna Lake. The crystalclear
waters of the Voidomatis
River create an idyllic backdrop.
Old arched stone bridges, cobbled
streets, picturesque village
squares are also featured.
A typical room of the Elounda
Peninsula All Suite Hotel
NEW SUITES SPARKLE
FOR ELOUNDA
Elounda Peninsula All Suite Hotel has opened two
new luxurious “Diamond Residences” at its property
on the Greek island of Crete. The two-bedroom
seafront suites have two master en-suite bedrooms,
a large sitting room with dining area, kitchenette
and another bathroom, with access to a 90 sq m
terrace with a private heated pool, seating area,
loungers and outside dining. The residences have
been created in collaboration with award-winning
interiors studio, Wimberly Interiors.
The stunning
landscape around
Aristi Mountain
Resort and Villas
DANAI CREATES A BUZZ
AROUND HONE
Danai Beach Resort & Villas in
Greece is promoting bee and
honey experiences for guests
as its property on the Sithonia
peninsula, located by the
turquoise Aegean Sea.
The luxury resort in Halkidiki
is close to Nikiti, Europe’s first
beekeeping village, where
residents have been breeding
bees and harvesting honey for
The Danai Beach Resort and
Villas on the Aegean sea
over 500 years. It is renowned
for its pine and flower honeys,
as well as rarer varieties such as
orange, heather, chestnut and
thyme honey. Nikiti is home to
the Agricultural Beekeeping
Cooperative, founded in 1952.
The Halkidiki peninsula is home to
more than 6,500 apiculturists and
generates over 30% of Greece’s
total production.
The Clock House, a new
luxury accomodation in
Istanbul’s Old City
NEW ACCOMMODATION IN THE
BUSTLING HEART OF ISTANBUL
Buyers looking for a more experiential type of stay
in Istanbul are invited to find out more about a
new upmarket home-style accommodation. Ajwa
Hotel Sultanahmet, the luxury hotel in Istanbul’s
Old City, has opened a new Ajwa Home, The
Clock House.
The four-storey, three-bedroom house has been
designed to replicate the traditional Turkish home
with a sophisticated twist, with a fully equipped
kitchen, sauna, penthouse and partial views
of the Sea of Marmara. Coupled with all the
amenities and services of a present-day five-star
hotel, guests can sleep in the same level of luxury
associated with the hotel.
INNOVATIONS & TECHNOLOGIES
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 35
35
© iStock Photo - Ekkasit919
WHEN
ARTIFICIAL
INTELLIGENCE
BRINGS
REAL-LIFE
ADVANTAGES
In the month of January every year, for a period of
three days, Las Vegas becomes the capital of hightech.
And for the first time, the travel sector has
been singled out for attention.
It’s true that many travel companies use virtual
assistants to answer questions, facial recognition
software to read customer sentiment and virtual
reality to tour venues, among other advanced
technological functions.
So, the question is asked, “In a saturated market,
are artificial intelligence and VR the only way to
stay competitive?” One conference session at
CES spotlighted how artificial intelligence
is changing daily routines, responding
to commands, anticipating needs and
taking action when needed.
One of the speakers, Carnival Cruise
Line’s Chief Experience Officer John
Padgett (designer of the Ocean
Medallion), said AI was the only way
to power guest experiences based on
the massive quantity of information
being created by these connected
devices on-ship. In the end, the
key is for all the technology to
be invisible, and for the guest
experience to improve across the
board.
In the next pages, we take a closer
look at AI, along with the brave
new world of robotics, and the
great advances being made in
the field of translation devices
(yes, also based on AI!).
In The Field
with David Esseryk
THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY TECHNOLOGIES
PART 26
ARTIFICIAL INTELLIGENCE
IN HOSPITALITY
HOW CHATBOTS
AND OTHER A.I.
ARE CHANGING
BUSINESS
With technology becoming more and
more sophisticated, it has disrupted
almost all industries across the world.
In this edition, David Esseryk - Chief
Digital & Marketing Officer – HDC
Consulting – Hospitality, Travel,
Tourism & Food Services Expert,
explains that the hospitality industry
is one such industry that has seen
the rise of technology significantly
impacting the way that hotels operate
and perform today.
Hospitality industry leaders are
increasingly leveraging the use of one
specific tool in their hotels to increase
personalisation and exceed customer
expectations: artificial intelligence,
more commonly known as AI. More
and more hotels, especially large
global hotel chains such as Marriott
International and Hilton Hotels &
Resorts, have started implementing
the use of AI in the form of chatbot
messaging, AI powered customer
service, and data analytics in hopes
of redefining the current industry
standards when it comes to
creating a personalised
guest experience.
Chatbot messaging
services are the
most basic way
in which AI
has altered the
guest experience.
Marriott has multiple
AI WILL
BECOME
MORE AND
MORE ADVANCED
AND GUEST CENTRIC
AS TIME GOES
ON
chatbots including
Marriott Rewards chatbots,
which are available on various
platforms such as Facebook
Messenger, Slack, and WeChat.
These chatbots not only increase
convenience for guests but also reduce
labour costs for the hotel operator. By
having a chatbot answer questions
and address concerns guests may
have at any time of the day, Marriott is
able to significantly cut down on hotel
operator expenses. Because chatbots
are offered in multiple languages, they
enable guests to communicate in their
native language, seamlessly removing
the language barrier.
Going one step further, in 2016, Hilton
introduced the world’s first AI powered
hotel concierge robot named Connie,
after its founder Conrad Hilton, at their
McLean, Virginia property. Connie
was developed in collaboration with
IBM with three main goals in mind:
to decrease wait time in line, provide
added efficiency in hotel operations,
and surprise guests with an innovative
and completely unique tool. The robot
concierge is powered by domain
knowledge acquired from a “cognitive
computing technology platform” called
Watson. Connie is able to inform guests
on hotel features, local attractions and
dining recommendations, just like any
front desk agent, concierge, or hotel
phone operator.
Meanwhile, Caesars Entertainment
Corporation in Las Vegas is
using data analytics to
further enhance guest
personalisation and
satisfaction within
its properties.
C a e s a r s
Entertainment’s
Total Rewards Loyalty
Program established the
company as an industry leader
in incorporating “Big Data driven
marketing and customer service”
into all its business and marketing
strategies.
AI technology has completely disrupted
the hospitality industry by shaping the
way that hotels operate today. With
Marriott’s chatbot messaging, Hilton’s
robot concierge Connie, and Caesars
Entertainment’s Total Rewards Loyalty
Program, AI demonstrates a real
promise in increasing convenience,
enhancing personalisation, as well
as raising satisfaction and loyalty for
hotel guests. It is evident from the
AI powered technologies currently
employed in large hotel chains that
the future of AI will become more and
more advanced and guest centric as
time goes on.
SEE YOU AGAIN IN THE NEXT EDITION
INNOVATIONS & TECHNOLOGIES
Hotel & Tourism
SMARTreport #45
2020 Winter Edition 37
37
ROBOTICS GET SERIOUS
IN HOSPITALITY
No longer just a gimmick, robots are now an integral part
of the hospitality ecosystem
Over the past couple of years, we have begun to see service robots
appearing on the scene for use in the hotel industry. Only today, with
competition starting to kick-in, and the bugs of the first-generation devices
being somewhat ironed-out, are we starting to see a serious offering of
robots on the broader hospitality market.
Already several years ago, a Travelzoo
survey indicated that international
travellers would be largely comfortable
with robots playing a role in their holiday,
though some nations appear more
cautious than others. German and French
respondents were the most averse, while
Chinese and Brazilians were the most
positive about how robotics and artificial
intelligence could enhance a holiday or
travel in general – 92% of Chinese were
comfortable with the idea. More than
three-quarters of respondents think that
robots would be better than humans at
handling data (81%) and dealing with
different languages (79%), while 76%
believe robots have better memories.
81% of respondents selected their
untiring energy as an advantage.
There are several kinds of robotic devices
that are useful for hotels. Industrial robot
vacuum cleaners have already been
deployed for some time in large areas
such as ballrooms. In the same ilk come
floor-mopping robots, such as those
offered by Everybot Inc. The RS700 and
Edge cleaners by Everybot claim to be
the world’s first dual-spinning technology
floor mopping cleaner, performing both
driving and cleaning at the same time
using two mop-pads without wheels.
New Era AI Robotic Inc. recently presented
a “Smart Service Robot” at IFA, Berlin,
named the C-01. Henceforth, time spent
running errands, transporting supplies
and data can now be re-allocated to
value-added work. Providing a solution
for the mechanisation of these tasks is,
says the manufacturer, a crucial step
in solving today’s challenges. Equipped
with autonomous indoor navigation,
voice interaction and facial recognition,
the robot is designed for guiding,
real time customer service and mobile
broadcasting, thus providing smart
solutions for hospitals, hotels, banks, retail
stores and airports. With autonomous
indoor navigation
and fleet
management,
it can safely
navigate
its environment independently and be
controlled remotely. New Era AI Robotic
Inc. is backed by the giant Taiwanese
manufacturer, New Kinpo Group (NKG).
Korean-based Rastech has developed
service robots specifically for hospitality.
The i CLRO hotel service robot is a
comprehensive service robot providing
carpet cleaning, delivery of goods and
various information within the hotel
environment. i CLRO moves about freely
through autonomous driving and obstacle
avoidance, and can thus be a great help
for hotel guests and staff alike
New Era AI
Robotic C-01
INNOVATIONS & TECHNOLOGIES
WHEN
LANGUAGE
IS NO LONGER
A BARRIER
Better than having a Babel fish
in one’s ear, translation devices
transform the travel market
It is an ongoing in-joke – applying to those who have read the Hitchhiker’s
Guide to the Galaxy: The Babel fish was a very strange creature, which,
when placed in one’s ear, translated any incoming language into that of
the listener. That’s why you will often see “Babel” touted about when
people talk about instant translations.
for wi-fi or connecting via a phone that
might incur excessive roaming charges.
Vasco claims to be the largest company
in the world that specializes in designing
and manufacturing electronic translators.
The language translating devices market
will likely reach around €171m by 2024,
growing at a CAGR of approximately
13% during 2018–2024, according to
recent reports. The language translating
devices market is undergoing tremendous
technological transformations, which are
accelerating sales of language devices
across the world. The availability of realtime
language translation capabilities,
and increased investments on AI has
helped the market to increase revenues
significantly. The emergence of innovative
technology in these devices is having
a profound effect on product design,
development, manufacturing, marketing,
sales, and the aftersales market.
CM TRANSLATOR COVERS
42 LANGUAGES
CM Translator, winner of the 2019 iF
Design Award, automatically recognises
and translates the input language. Unlike
translation apps, CM Translator is a
standalone device that frees up people's
phones. The device now translates 42
popular languages including English,
Spanish, French, Italian, Chinese,
Japanese, German, and Portuguese,
covering more than 90% of the countries
across the world. It is, according to its
manufacturers, the best-selling foreign
language instant AI translator, having sold
over 300,000 cumulative units to date.
Additional languages are available through
an in-app upgrade to CheetahTALK (the
latest version of the app).
VASCO ELECTRONICS
LAUNCHES PREMIUM
TRANSLATOR
Vasco Electronics launched its new
translating device at CES 2020 in Las
Vegas, on Jan 7th 2020. One of the most
innovative features of the new Translator
is that it includes a built-in SIM Card
with free, unlimited and lifetime Internet
access for translations in more than
150 countries. It gives the freedom to
translate 50+ languages without hunting
ITRANSLATE LAUNCHES
CAPSULE IN SAMSUNG
BIXBY MARKETPLACE
iTranslate, reported to be the leading
translation app with over 100 million
downloads, has collaborated with
Samsung to bring a hands-free translation
experience to the Bixby platform. With
the iTranslate capsule, users can issue
commands in a conversational manner,
such as "tell me how to say 'where is
the nearest train station' in French" and
immediately receive a translation from
the iTranslate capsule without having to
call out the capsule's specific name. The
iTranslate Capsule will be available in over
40 languages to start with more on the
way
The CM Translator includes
unlimited and lifetime internet
access