Hilton’s Leaders Talk Real Traveler Needs — A Personal Las Vegas Briefing at IMEX America 2025
By Jen Deaton & Yousuf Basil — Monkey Tiki Lounge, Hilton Resorts, Las Vegas (on the sidelines of IMEX America 2025)
(LAS Vegas) : It wasn’t a ballroom; it was the Golden Monkey Tiki Lounge at Resorts World Las Vegas—personal, close-quarters, and genuinely conversational. That set the tone for a candid press briefing where the focus wasn’t on the sizzle, but on the guest experience. A women-led powerhouse panel—Gerilyn Horan (VP, Group Sales & Strategic Accounts), Kelly Knowlen (VP, Sales Engagement & Special Events), Nicole Tilzer (VP, All-Inclusive & Resort Strategy), and Marina Nicholson (Brand Manager, Hilton Hotels & Resorts)—was moderated (and very much a key voice) by Frank Passanante, Senior Vice President, Global Head of Sales and Hilton Reservations and Customer Care. The energy felt sincere: a team invested in creating the best possible stay—whether you’re in for business, a big convention, or traveling solo.
The through-line: meet guests where they are
Timed just ahead of Hilton’s 2026 Trends Report—spotlighting the rise of the “whycation,” where the question isn’t “Where are we going?” but “Why are we going?”—the briefing translated that theme into a simple promise: high energy or low, high tech or no tech—your choice. Want a text-first, fully digital journey from check-in to concierge? Done. Prefer human guidance—a real conversation about dinner or a neighborhood plan? Also done. The goal is to offer choice that feels like you, not a funnel that feels like work.
MICE That Breathes (and Fits More Budgets)
For meetings and conventions, the goalposts are shifting on what makes the experience truly valuable. Attendees don’t want wall-to-wall meetings and panels; they want time to exhale, enjoy the property and destination, and return home feeling better than they arrived. That means quiet zones, intentional white space between sessions, and formats that leave room to recharge. We also heard why all-inclusive is rising for MICE: when everything is handled, planners stop chasing side costs, and guests stop juggling decisions. Hilton is scaling that across budgets—from ultra-luxury to Signia by Hilton (the brand’s approachable luxury line).
Place Before Polish
The emphasis was on authentic local flavour: real regional food (not a token dish), on-site cultural pop-ups, and short off-site experiences that respect the community. Those are the moments attendees remember—and the easiest “yes” for registration.
Tiny Frictions, Solved
Where available, wearables that double as room keys and charge tokens are winning fans—especially on pool or activity days when nobody wants to carry wallets and phones. Small fix, big calm.
TREnd Headlines That Matter
Both/And Travel: Guests want to recharge and seek adventure (think sleep upgrades and outdoor time).
Seamless but Optional Tech: Digital keys and chat concierge for those who want it; room to log off when they don’t.
Food First: Travelers are planning trips around restaurants—and booking tables before flights.
Social Shapes: More frolleagues trips, more solo “MeMooners,” often with pets.
Slow & Nostalgic: Families revisiting parents’ childhood places and longer immersion stays.
Scale with Range
Behind the panel’s practicality is real reach: 100+ years of hospitality and roughly 9,000 properties worldwide. That scale lets Hilton localise at the property level while rolling out ideas like Signia by Hilton to hit the “premium, polished, not fussy” sweet spot for large groups.
Bottom Line: On the sidelines of IMEX America, the conversation left a clear impression: thoughtful, data-informed leadership focused on the human experience, not just figures. The priorities felt current and practical—sleep quality and white space, moments of quiet and joy, genuine ties to the local community, and frictionless choice between high-tech and high-touch—delivered by a century-old brand with ~9,000 properties. In short: travel the way you want it, with Hilton doing the hard work behind the scenes.
London’s New Crown Jewel”: ExCeL Pairs Big Investment with Planner Priorities
After a $340M expansion—and with the Elizabeth line at its door—Excel London makes a product-first case at IMEX America 2025: sustainability, F&B by design, connectivity, and a waterfront built for activations.
By Yousuf Basil and Jennifer Z. Deaton
LAS VEGAS — “This is what we feel we are: the new jewel in London’s crown… London and Excel have created the best convention center in Europe.” — James Rees, Executive Director, Excel London
The line set the tone. Excel’s IMEX America briefing was less boast than blueprint: a $340 million expansion scaling the venue to ~1.3 million sq. ft. across two levels, plus London’s multibillion-pound Elizabeth line now at Excel’s front door. Together, those investments anchor Excel’s pitch to planners—and its belief that it stands as Europe’s benchmark convention venue, in the gateway to Europe.
Designed around what planners say matters now
Sustainability — non-negotiable.
Excel says the campus is carbon neutral, with a published 2025 Net Zero Transition Plan and a Net Zero by 2045 target. On catering, Compass Group is driving toward Net Zero by 2027, pairing sustainability with healthy, stay-sharp menus that suit long program days.
F&B as a program asset.
What used to be “refuel” has become part of experience design. Clients are specifying variety, nutrition, and pacing aligned to sessions so delegates keep their edge.
Connectivity that changes the day.
With an Elizabeth line station on the doorstep, Excel is ~15 minutes to the City and ~43–45 minutes direct to Heathrow (LHR), with throughput up to 36,000 delegates per hour across the network. That door-to-door speed is shaping RFP choices.
Scale, light, water
The expansion delivers six contiguous halls below (about 125,000 sq. ft. each) and ~37 flexible rooms above with movable airwalls. High ceilings, extensive daylight, and a ~200-meter waterfront balcony create options—from fresh-air breaks to intimate hosted events. The 180-acre campus layers in hotels, restaurants, and promenades so delegates stay on foot and still feel in London.
Kevin Lang, Director of Global Accounts, Opus: “Scale, daylight, and access in one place—boxes North American shows struggle to tick simultaneously.”
Who’s booking—and why
Excel reports U.S. organizers now represent ~60% of its convention and congress business by value (up from ~37% a year ago), with pipelines and programs spanning Amazon, Google, Microsoft, Salesforce, Gartner, INTA, AAIC and more—tech, enterprise, associations, science. The common thread, leadership said: a venue built around sustainability, F&B quality, and connectivity, in a city delegates already want to visit. Add abundant airlift—read: plenty of nonstop and direct flights—English as the working language, and a strong reputation for safety, and the destination case strengthens further.
Tracy Halliwell, Director of Tourism & Conventions, London: “America is our biggest inbound market. Airlift, language, sector strength—London is an easy yes, and the city’s appeal does the rest.”
Quick facts for planners
Total space: ~1.3M sq. ft. post-expansion
Halls / meeting rooms: 6 contiguous halls; ~37 flexible rooms (upper level, movable airwalls)
Daylight & outdoor: Extensive glazing; ~200 m balcony for breaks or small activations
Transit: Elizabeth line at the door; ~15 min to the City; ~43–45 min to LHR
Throughput: Up to 36,000 delegates/hour on the line
Sustainability: Carbon-neutral campus; Net Zero 2045 target; Compass Group Net Zero 2027 (F&B)
Bottom line: Excel’s case is investment plus fit—greener operations, better food by design, door-to-door speed, and a waterfront venue that gives delegates light, air, and options. For many RFPs, that combination makes the “why London” slide write itself.
Namibia:
Africa’s Best-Kept Secret Steps Into the Light
By Jen Deaton & Yousuf Basil — Las Vegas (on the sidelines of IMEX America 2025)
(Las Vegas):Namibia branded itself “Africa’s best-kept secret,” and a distinguished, diverse delegation at IMEX made the case. They sketched a country of rare calm and vast beauty: copper dunes meeting the Atlantic, Deadvlei’s ancient silhouettes, Etosha with abundant wildlife (Big Five included), and starry skies so vivid people assume the photos are AI—until they’re there. It’s strikingly uncrowded, welcoming to adventure travelers and naturalists, to convention delegates and investors, and to high-profile visitors who value privacy.
They also underlined why it works: a stable political environment and a duty-of-care framework—licensed, authenticated guides (unique IDs), regulated operators with site inspections, mandatory public-liability insurance, and first-aid training. Access is straightforward (via South Africa or direct from Germany), and unclogged ports keep group movements and show builds efficient.
Michelle McLean—Miss Universe 1992—opened with poise and purpose, connecting those headline landscapes (dunes, Deadvlei, Etosha, star fields) to a welcome that’s genuinely warm. Her ask was simple: come, invest, and tell fuller stories—beyond the postcard.
Sebulon Chicalu, CEO of the Namibia Tourism Board, offered the operating manual. He walked through the regulated tourism framework and ease of travel, then spotlighted adventure: sandboarding, skydiving, kite-surfing, hiking, rock climbing among granite domes, and kayaking with seal colonies where desert meets sea. The message was clear: the beauty is real, and so are the systems—confidence for visitors, planners, and investors.
Esther Ndilula, Manager of the Namibia Convention Bureau (under NIPDB), drew the room in. She sketched a living portrait of a 35-year-old nation—Land of the Brave, “Africa’s best-kept secret”—proud of a 92% literacy rate, English as the official language, a judiciary grounded in rule-of-law, and leadership recognized for press freedom and narrowing the gender gap. She spoke with pride about women in leadership—the President and Vice President are women, as is Namibia’s Ambassador to the United States; and roughly 51% of Parliament is female. Then she spoke plainly about what still needs work: youth unemployment is high. She offered that truth as an opening, not an endpoint—an invitation to invest in Namibia’s ready young talent, turning potential into work and shared growth.
Windeline Kausiona of Wendy’s Creations embodied business confidence and women’s leadership. Trained in public policy and a former senior advisor, she built a bridge between policy and production to deliver the country’s biggest, most sensitive moments with precision. She’s a household name: trusted for state occasions, cinematic weddings, and complex builds that also train and employ young Namibians. One detail says enough: she was called within an hour of the president’s passing to help plan the state funeral. Her creed—do it exactly right—reads as reassurance and promise.
Lastly, André Bok, CEO of Exhibition & Events Warehouse (EEW), made the case with builder’s pride: end-to-end exhibition builds—from custom floors to turnkey halls and brand displays—moving smoothly through unclogged ports with a professional, hungry production team. Personal, confident: bring the brief; we’ll build the solution—and we want the business for Namibia.
What sealed it was cohesion. The delegation spoke to continuity and stability (a smooth, orderly transition after the loss of a sitting president) and a milestone at the top; they celebrated diversity—“all shades of humanity”—and named the work ahead: turning youth potential into jobs. The ask was straightforward: partner with a country that has the standards, the talent, and the space to grow.
Bottom line: Namibia is the quiet wonder—big nature, real value, serious standards—with room for travelers to breathe and for business to get done. The setting is unforgettable; the welcome is genuine; the proposition is ready. And yes—the night sky really looks like that.
Peru, In Full Color: Why Lima—and Beyond—Make a Compelling MICE Bet
From oceanfront capital to world-class cuisine and vast biodiversity, Peru’s “3 Cs” add up to serious meeting momentum—plus what Luis Chang calls its “secret sauce.”
By Yousuf Basil and Jennifer Z. Deaton
(Las Vegas):Chicago occupies a singular place in the nation’s culture, history and politics. Headlines often skew political—and negative—but the lived experience of millions of visitors tells a different story. This month, Condé Nast Traveler readers named Chicago the Best Big City in the U.S. for the ninth consecutive year, a streak unprecedented in the awards program’s more than 30-year history.
“While critics try to paint Chicago as something to fear, the rest of the world knows the truth—this is the best big city in America,” Illinois Gov. J.B. Pritzker said, underscoring the gap between perception and on-the-ground reality. Mayor Brandon Johnson dedicated the honor to residents: “This recognition is a testament to the people of Chicago—their welcoming spirit, creativity and grit. Chicago’s strength has always come from its residents, whose hard work and pride shine through in every neighborhood.”
A counter-narrative of success
The award arrives at a complex political moment, which may be exactly why it resonates. Condé Nast Traveler, a leading travel publication, surveyed 750,000 readers; Chicago again rose to the top—evidence that travelers keep choosing the city with their itineraries and their dollars.
The proof: a record-breaking summer
The “Best Big City” title isn’t just sentiment—it’s supported by performance. Choose Chicago reports the city’s hotels posted their strongest summer on record. In a year when many destinations faced headwinds, Chicago bucked national trends.
June–August 2025 (Choose Chicago):
More than 3.56 million hotel room nights sold (up 4.3% vs. 2024)
More than $948 million in hotel revenue, surpassing last year’s record
Travelers are voting with their wallets—and they’re choosing Chicago.
Why Chicago?
A world-class hospitality engine. From hoteliers to tour guides, the city’s hospitality workforce anchors the visitor experience. “Your creativity and dedication make every stay… an experience that makes people want to come back again and again,” said Michael Jacobson, Illinois Hotel & Lodging Association.
An unbeatable cultural and culinary scene. From the Art Institute to neighborhood jazz clubs—and a globally acclaimed restaurant community—culture and cuisine remain powerful draws. “I’m convinced that it’s our chefs, servers, restaurateurs… that make this city’s food scene so special,” said Sam Toia, Illinois Restaurant Association.
Top-tier infrastructure for business and events. With McCormick Place, Navy Pier and two major airports, Chicago remains a convention powerhouse, generating more than $3 billion in economic activity last year.
A city celebrating itself
“This award affirms what we know to be true: Chicago is a world-class city with unmatched beauty, culture and hospitality,” Kristen Reynolds, president and CEO of Choose Chicago, said. She noted the broader impact: tourism supports about $20 billion in annual economic activity and more than 130,000 local jobs.
The celebration is spilling into the public square. Choose Chicago is inviting residents and visitors to share their stories using #NeverOutdoneChi and #AllForTheLoveOfChicago—a fitting tribute to a city that isn’t done winning people over.
Los Cabos: From Desert to Deep Blue—Luxury, Nature, and Safe, Seamless Meetings
By Yousuf Basil and Jennifer Z. Deaton | Travel and Tour World
(Interview conducted on the sidelines of IMEX America 2025, Las Vegas)
(Las Vegas):The Los Cabos stand paired the destination’s stunning beach-and-mountain imagery with a team whose warmth and energy came wrapped in polish and luxury. The look was confident and high-end: desert meeting deep-blue sea, presented with the kind of refinement planners expect at the top of the market.
At the center was Rodrigo Esponda, Managing Director of the Los Cabos Tourism Board, who shared with Travel and Tour World how this region pairs five-star comfort with marine biodiversity and safety.
Meetings with Meaning
“For Los Cabos, the meetings industry is very important,” Esponda explained. “Ten percent of all booked room nights each year come directly from meetings, incentives, or convention programs.”
According to destination research, 6% of the region’s GDP is directly tied to meetings.
With 95 hotels—averaging about 200 rooms each—Los Cabos is built to host medium-sized groups of 200–300 participants. Esponda said the destination prioritizes “quality over quantity,” adding that with most hotels at ~200 rooms, 200–300-person programs are especially well-suited to Los Cabos.
Connectivity helps: 32 U.S. cities offer nonstop flights to Los Cabos, along with 11 from Canada, a Frankfurt route twice weekly, and new service from Panama launching this November—linking North America, Europe, and South America.
To support planners, Los Cabos runs a certification program for 15 DMCs (Destination Management Companies)—local experts that design and execute group programs, from airport logistics and off-sites to CSR activities and cultural immersion. “It’s a reliable network of professional suppliers,” Esponda said, “combined with strong infrastructure, hospitality, and safety.”
Culture, Cuisine, and Creativity
Beyond logistics, Los Cabos brings a sense of place. “Even the name California originated here,” Esponda noted, reflecting the region’s Spanish colonial roots. Five centuries of influence inform local art, music, and design.
The table tells the story, too. “We have a unique cuisine, mostly seafood-based,” he said. “There are many endemic species you can only find in the Sea of Cortés.” Despite the arid landscape, the valleys near the Sierra de la Laguna are fertile, making Los Cabos Mexico’s leading producer of organic vegetables.
Chefs from around the world have flocked here for three decades, building a scene that rivals the nation’s best. Since the Michelin Guide arrived in Mexico, 21 Los Cabos restaurants earned ratings—only seven are inside hotels. “The best is outside,” Esponda smiled. The absence of rigid culinary “rules” invites experimentation: local seafood, organic produce, and global technique.
Nature and Regeneration
Asked for a favorite place, Esponda didn’t hesitate: Cabo Pulmo National Park.
“It’s one of the most interesting examples of conservation and regeneration in the world,” he said. “The Sea of Cortés holds about 30% of the planet’s marine life. To dive or snorkel among reefs, rays, dolphins, and sharks—it’s unforgettable.” For Esponda, Cabo Pulmo is a living example of sustainable tourism, where community, conservation, and commerce coexist.
Positioned for the Future
Under Esponda’s stewardship, the Los Cabos Tourism Board has balanced private-sector innovation with transparent public funding—elevating value per visitor, not just volume. The result: a destination that couples five-star hotels and Michelin-recognized dining with world-class biodiversity, reliable safety, and planner-friendly infrastructure.
From desert trails and mountain backdrops to the deep-blue Sea of Cortés, Los Cabos offers programs that work on paper—and resonate in memory. As Esponda emphasized, the destination brings the infrastructure, hospitality, safety, and creativity—above all, a place that moves people to come, and to return.
Makeready: Crafting Belonging Through Design, Flavor, and Human Connection
By Yousuf Basil and Jennifer Z. Deaton | Travel and Tour World
(Interview conducted on the sidelines of IMEX America 2025, Las Vegas)
Travel and Tour World sat down with Eric Gavin, President of Operations at Makeready, for an insightful, forward-looking conversation about the brand’s ethos and vision: creating richly immersive stays that feel both curated and luxe. Think rooftops and speakeasies, destination spas, and forward-leaning food & beverage—each space layered with local culture and meticulous design. Gavin’s north star is simple: build quality, foster belonging, and let thoughtful details do the talking.
Immersive by Design
“We’re in the business of hospitality,” Gavin told Travel and Tour World at IMEX America, “and part of that is creating the immersive experiences people are seeking.”
Across the Makeready collection—from rooftop lounges to speakeasies and living-room-style gathering spaces—each detail is intentional, handcrafted to connect people through atmosphere, food, and belonging. The brand’s forward-leaning food-and-beverage philosophy threads through every property, turning each into a self-contained cultural hub.
Icons of Character
When asked which property makes him proudest, Gavin laughs. “As any good parent would say, you can’t have favorites.” But a few destinations clearly light him up: the Emeline in Charleston, a reimagined historic gem that merges Southern charm with modern creativity; the Noelle in Nashville, an immersive hotel and creative gathering place for adventurous people seeking a true Nashville encounter; and The Laylow, Autograph Collection, in Waikiki, which extends Makeready’s reach from urban sanctuaries to full resort destinations.
Each tells a story of transformation—of old bones reborn through fresh vision and contemporary design.
Where They’re Growing Next
Looking ahead, Makeready plans to expand its presence in social clubs—reflecting Gavin’s view that affluent travelers seek places of belonging, adjacent to hospitality—and deepen its footprint in resort destinations, bringing high-touch design to destination spas and the full suite of amenities guests love.
Crossroads, Not Silos
Makeready is doubling down on social clubs and independent restaurants as intentional places of belonging—spaces where today’s affluent traveler can plug into a like-minded community. Think curated coffee bars, freestanding restaurants, and gathering rooms that host mixology classes, book clubs, and chef-led events: communal venues designed as crossroads, not silos. The goal isn’t just to serve guests, but to blend guests with locals—so a business traveler, a college student, and an airline pilot might share the same table and feel equally at home.
Growth Rooted in People
Makeready’s expansion is thoughtful, not hurried. The company recently took over the Clayton Hotel & Social Club in Denver’s Cherry Creek neighborhood and will debut the Greenleigh Hotel in Houston next May—a 300-room property with 15,000 square feet of meeting space, a fifth-floor rooftop oasis, and a celebrity-led restaurant concept. Looking ahead to 2027, the Merchant in Columbus, Ohio, promises to be the city’s first ultra-luxury hotel, complete with a spa, fitness center, social club, and a celebrity chef restaurant on the ground level.
And while growth continues, Gavin remains grounded in what truly sustains hospitality: people. “Our cornerstone are our people, and that is truly hospitality. If you take care of your people, they will take care of your guests, and then you’ve created the perfect recipe.”
In the end, Makeready’s formula is straightforward: start with people, design for immersion, and build places of belonging—so unforgettable experiences follow.