UK travellers are turning to AI, expecting speed, simplicity, and personalisation — but hospitality businesses risk falling behind.

According to Adyen’s 2025 Hospitality & Travel Report, 31% of UK consumers now use AI to help make travel-related decisions, a significant jump from just 19% the previous year. Yet many hospitality operators remain cautious: only 51% believe AI tools will reshape the guest experience over the next year.

Meanwhile, outdated systems are holding businesses back. Two-thirds of UK hospitality merchants say having separate online and in-person payment systems makes reconciliation harder, adding unnecessary complexity to operations. Fraud is also a growing concern, with 37% of UK accommodation providers reporting an increase in payment fraud attempts over the past year.

As consumer expectations evolve, hospitality businesses need to act. From using AI to inspire and guide travellers, to integrating smoother payment experiences across every touchpoint — the opportunity is there for brands ready to adapt.

This summary highlights the key UK takeaways from Adyen’s 2025 Hospitality Index Report, providing a snapshot of how the industry can meet modern guest expectations without adding complexity.