Spotnana Puts a 50% Figure on the Work After a Booking
Steve Singh is executive chairman and chief executive of Spotnana. He speaks at Skift Global Forum on September 22-24, 2026 in New York City. Skift published its preview interview with him on September 19, 2026. The interview covers the stage of a trip that starts after the card is charged.
Singh told Skift that the industry spends its attention on search, distribution and booking. He placed cost and trust in servicing. Servicing covers the changes, cancellations and refunds that follow a reservation.
A hotel desk meets three results of that queue. How fast a refund lands. Which party can repair a broken reservation. Whether a change made in one app reaches the property record.
Singh's 50% Estimate
Singh said Spotnana sees labor-cost savings across its customers and partners. He credits AI and automated servicing workflows. He gave one figure. "I believe we can reduce servicing costs by 50% or more," Singh said.
Skift presents the figure as Singh's claim. Skift asks whether a 50% reduction holds outside a managed-travel platform built for that work. The article reports no audited result.
Spotnana announced a multi-agent servicing architecture in July 2026. The company said its agents run narrow tasks under a central orchestrator, with a person in the loop on exceptions. Spotnana said the first release covers cancelled segments, unticketed airline segments, residual unused tickets and automated refunds. Direct Travel, a travel management company, runs five automated servicing workflows, according to a report on travelextra.ie in August 2026.
Three Tasks the Agents Handle
Singh named the items his AI agents cover. Cancelled segments. Unticketed flights. Refunds. He said much of what entered a travel agent's queue a few years ago needs no human now.
His stated plan moves human agents to interactions where a person changes the outcome. Skift records the headcount question as unresolved. Skift asks whether automation frees those agents for higher-value roles or shrinks the team.
Changes and Where They Land
Singh said travelers now expect to ask any provider for help at any point in a trip. Spotnana builds direct connections that synchronize booking changes. In his words, "a change made anywhere is reflected everywhere."
That sentence describes Spotnana's own integrations. It gives a hotel operator a benchmark for the channels that feed the property. Spotnana reported a direct integration with Marriott on September 10, 2026.
The 95% Curation Standard
Conversational booking narrows the list a traveler sees. Singh set a design target for that list. He wants the offers a traveler would have picked at least 95% of the time after reviewing the full set of options.
Skift asks who audits the number. Skift asks what a traveler in the remaining 5% loses. The article names no auditor.
Singh tied the standard to product data. He said every provider faces a higher bar on accurate rates, fares, ancillary services and amenities. He said direct integrations supply the best version of that detail.
Plain-Language Requests Cross Three Fields
Singh gave one example from conversational search. A traveler can ask for a room on a high floor, with a view of the ocean, at a hotel that offers early check-in. That request crosses three fields a booking form keeps apart.
Each element carries a rate difference. Each element has to survive the confirmation step.
Other Sessions on the Same Stage
Singh speaks at the forum with Sierra's Bret Taylor, Booking Holdings' Glenn Fogel and Expedia Group's Ariane Gorin. A companion Skift preview reports that Wyndham supplies live data to ChatGPT, Claude and Gemini. Wyndham chief executive Geoff Ballotti tests each such project on one question. Does it pay off for owners?
Four Questions for the Property Side
Ask the booking channel which party services a reservation after purchase. Ask how a change reaches the hotel's own record. Ask where a refund goes and on what timeline. Ask who covers a request that falls outside the standard.
The terms attached to a rate decide the servicing path. A non-refundable rate and a flexible rate carry different steps. An automated queue applies the terms attached to each one. Save the cancellation terms at the moment of booking.
Singh's session runs on September 22. The servicing queue on a reservation starts the moment the guest pays.