Hospitality Still Has a Heart - 3 Lessons from Kay Walten’s 30+ Years in Tourism

Hospitality was human long before it was digital.

Before algorithms, before influencers, before “AI for tourism” was even a thing, Kay Walten was already helping travelers connect with places that mattered.

In 1996, when most hotels still took bookings by fax, she hand-coded one of Mexico’s first online reservation services and helped shape what became the Riviera Maya.

Today, she’s the founder of Smart Pineapple, a strategist, storyteller, and community builder who still believes that hospitality has a soul, and that small operators can use AI without losing it.

Next week, she joins me live for a new episode of AI Tourism Talks.

Thursday, 13 November, 5 PM UK / 6 PM CET
 
Join the session here:
https://www.linkedin.com/events/7389988592158228480/ 

What we’ll explore

1. Story beats inventory

Most tourism marketing starts with what to do.

Kay starts with why it matters.

Guests don’t buy activities, they buy emotion.

They remember how your story made them feel, not how many rooms you have.

Stop listing. Start storytelling.

2. Small operators can use AI better than big ones

Big brands use AI for volume.

Small brands can use it for voice.

Kay’s approach:

• Turn guest stories into social content.
• Find patterns in reviews and build offers around them.
• Repurpose one strong idea across five formats.

You don’t need a huge marketing team.

You just need clarity and consistency.

3. Community always wins

Kay’s philosophy is simple:

“Hospitality gets stronger when everyone tells the same story.”

That’s why she still teaches, mentors, and shares free resources like:

• The 30-Minute Direct Booking Playbook
• Personas to Profit (2025 Edition)

Because when your destination’s message is aligned, everyone benefits.

Why I invited Kay

I’ve hosted dozens of travel-tech founders, marketers, and tourism innovators, but few combine heritage + innovation like Kay.

She’s lived it all:
➝ from cave diving to destination management,
➝ from coding websites to teaching at Temple University,
➝ from founding one of Mexico’s earliest online travel brands to helping small operators master AI today.

She reminds us that technology should serve empathy, not replace it.

That’s why this next session of AI Tourism Talks matters.

Join us live

If you run a small hotel, vacation rental, or local DMO, this session is for you.

Together we’ll unpack:
✓ how to turn guest stories into bookings
✓ how to use AI to amplify authentic voices
✓ how to compete with big players without losing your identity

Thursday, 13 November, 5 PM UK / 6 PM CET
 
Save your seat for AI Tourism Talks with Kay Walten:
https://www.linkedin.com/events/7389988592158228480/ 

Hospitality still has a heart.

Let’s make sure AI never forgets it.

Why You’re Receiving This

You’re receiving this because you are part of my LinkedIn network. If you prefer not to receive these updates, you can always unsubscribe.

That said, I see this as a great opportunity for all of us to connect, share ideas, and make the most of these exciting changes in tourism.

After all, more minds are better than one! 🙌

Kind regards,
Ivan Ivanovic
https://www.linkedin.com/in/ivan-ivanovic-marketing/