Todd Lacey, Booking.com’s Regional Manager for Oceania and Korea, is in charge of markets that fall all across the spectrum of travel maturity and demand. But Lacey’s focus isn’t on what separates these regions, it’s what unites them. “Travellers are really looking for that sort of unique experience wherever they go,” he tells WiT, pointing to a shared love of distinctive local stays, from Korean hanoks to classic Kiwi holiday homes.
In our latest WiT Studio chat, Lacey also highlights a statistic from Booking.com’s own research that says over half of LGBTQ+ travellers surveyed in New Zealand say they feel they have to hide their identity while traveling. What does that mean for an industry built on the promise of open exploration?
Lacey also explains where AI is delivering value versus where it’s overhyped. On booking behavior shifting toward chatbots and LLMs, he says the traction just isn’t there yet. But behind the scenes, it’s a different story. “Over 75% of the responses that we suggest partners send are actually approved,” he reveals, describing how AI-drafted replies are transforming host operations. But then, how does a platform that’s actively growing its short-term rental, which now make up more than 30% of Booking.com’s global business, keep pace with mounting regulatory pushback from cities and governments trying to strike their own balance?
Lacey brings up food, culture, and sustainability, while crediting New Zealand’s Michelin Guide launch as a genuine turning point for the region’s travel identity, even as he flags the cost barriers smaller operators face in getting sustainably certified. If you’re curious how one of the region’s top travel executives is preparing for new shifts in the industry, and what else he had to say about identity, inclusion, and the future of the customer journey, watch the full interview.
