In this episode of Pillow Talk Sessions, Simone Puorto, founder and CEO of Travel Singularity, joins hosts Kristian Lupinski and Jessica Gillingham to explore how the convergence of technology and empathy is reshaping the hospitality and living sectors. With more than 26 years of industry experience—ranging from hotel management in Rome to advising global travel tech companies—Simone brings a deeply human perspective to a space often dominated by operational efficiency and digital disruption.
For Simone, hospitality is not about physical buildings—it’s a mindset rooted in what he calls an “architecture of care.” He emphasizes that post-pandemic hospitality must prioritize human connection, designing experiences that reflect empathy and emotional intelligence. During COVID-19, even platforms like Booking.com promoted apartments over hotels, accelerating a shift in traveler expectations and reinforcing the importance of flexibility and authenticity in hospitality experiences.
Rather than replacing people, Simone sees technology as an enabler of better human interaction. He recounts a standout check-in experience where automated systems handled logistics, freeing the staff to engage with guests in meaningful, personalized ways. In a time of industry-wide labor shortages, technology becomes essential—not to depersonalize service, but to help teams deliver more value with fewer resources. Tasks that don’t enhance the guest experience can and should be automated, allowing people to do what only people can: create connection.
Simone also addresses how personalization can be meaningfully amplified through smart use of data. While hotels often operate with minimal guest information, rental living providers have a longer, deeper relationship with residents. This opens up enormous potential to design more responsive, personalized environments based on individual behaviors and preferences—not just broad generational assumptions. For Simone, the real power of data lies in shaping spaces and services that feel intuitive and human.
But not all tech is good tech. Simone warns against adopting digital systems just for the sake of being modern. He urges developers and operators to prioritize cloud-native solutions with open APIs and clear documentation, ensuring flexibility and avoiding vendor lock-in—a phenomenon he calls “digital kidnapping.” The key is to design future-proof systems that adapt to people’s evolving needs, rather than locking them into rigid frameworks.
The conversation also touches on the rise of hybrid hospitality models—blending hotel-level service with the longer-term intimacy of residential living. Simone suggests we move beyond outdated categories like “hotel” or “apartment,” instead thinking of properties along a spectrum: from techno-centric (fully automated) to anthropocentric (human-first) and everything in between. Designing for these hybrid spaces requires not just operational finesse but a deep understanding of user intent and experience—particularly when multiple audience types share the same building.
Looking ahead, Simone envisions living spaces as dynamic ecosystems that flow with human rhythms—supporting work, rest, meditation, and creation all within the same space. As remote work and hybrid lifestyles continue to rise, considerations like acoustic design and sensory well-being will be just as vital as square footage or location. In his words, the future belongs to spaces that adapt to us, not the other way around.
