At WiT Singapore, hotels and OTAs find common ground in a new battleground: trust, experience, and emotion.
Twenty years on, the old debate between direct versus indirect bookings still echoes through hotel conference halls. But at WiT Singapore 2025, the message was clear: the future of hospitality isn’t about channels, it’s about the guest.
Moderated by Kerry Healy (image), Chief Commercial Officer for Accor’s Premium, Midscale & Economy brands across the Middle East, Africa, Turkey, and Asia Pacific, the panel brought together four heavyweights with distinct perspectives:
- Puneet Mahindroo, Group Director of Revenue Management and Distribution, COMO Hotels and Resorts
- Boon Sian Chai, Managing Director & Vice President, International Markets, Trip.com Group
- Laura Houldsworth, Managing Director, Asia Pacific, Booking.com
Together, they unpacked a central truth: guests don’t care where they book, they care how they feel when they arrive.
The Great Reframe: From channels to experience
Kerry Healy set the tone early. “When was the last time a guest checked out and told you what channel they booked on?” she asked. “They don’t. They just want it to be easy, seamless, and to feel valued.”
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