Exclusive interview with Naim Maadad, Chief Executive & Founder, Gates Hospitality

How has UAE hospitality capitalized on pent-up travel demand?

The momentum from pent-up travel demand has not disappeared, but it has certainly softened in the short term. International travel decisions are being delayed or reconsidered, and we are seeing a natural dip in forward bookings as a result. However, what the UAE has done well, and continues to do, is adapt quickly. Rather than relying solely on inbound tourism, operators have shifted focus toward domestic demand and resident audiences. This has always been a strength of the UAE market, particularly in community-driven locations.

At Gates Hospitality, we have leaned into that reality by reinforcing familiarity and consistency. Guests today are not necessarily seeking novelty; they are seeking comfort, places they know, brands they trust, and experiences that feel grounding. In that sense, the role of hospitality becomes less about attraction and more about reassurance.

The alignment between public and private sectors also continues to play a key role. Clear communication, measured responses, and a unified approach help maintain confidence, which is critical in moments like this.

Are travelers’ priorities changing (luxury vs. wellness vs. experiences)?

In the current environment, priorities are shifting more noticeably toward emotional value. Guests are gravitating toward experiences that feel safe, familiar, and meaningful rather than purely aspirational.

Wellness, in particular, is taking on a broader definition. It is no longer limited to health-focused offerings, but extends to atmosphere, space, and a sense of ease. People are choosing venues where they can relax, disconnect from the noise, and feel looked after.

At the same time, we are seeing a clear recalibration within the dining landscape itself. Traditionally high-end or fine dining concepts, which have been more exposed to fluctuations in international travel and discretionary spending, are beginning to adapt their offerings to remain relevant to a more cautious market. This is coming through in the introduction of more accessible entry points, whether through curated set menus, shorter formats, or more flexible dining experiences that allow guests to engage with the brand at different price levels.

True luxury today is about adaptability, understanding your audience, and meeting them where they are. The ability to offer both aspiration and accessibility within the same brand is becoming increasingly important.

Experiences remain important, but they are being approached differently. There is less appetite for excess and more appreciation for authenticity and simplicity done well. Even in luxury, the focus has moved toward understated quality, personalization, and comfort.

Are local sourcing and partnerships helping maintain menu quality and pricing stability?

Local sourcing has become increasingly important in navigating both operational and economic pressures. That said, it would not be entirely accurate to say that pricing has remained stable. Like every market globally, we are seeing continued increases from suppliers across multiple categories, driven by broader economic and logistical challenges.

This puts operators in a position where maintaining menu integrity becomes a careful balancing act. Absorbing cost increases entirely is not always sustainable, but passing them on directly to the guest can impact demand, particularly in the current climate where spending is more considered.

This is where local partnerships play a critical role. By working closely with regional farms, fisheries, and producers, we are able to reduce some of the volatility associated with long supply chains while maintaining a higher level of consistency in quality. It also allows for more flexibility in how menus are structured, adapting to what is available rather than relying on fixed sourcing.

At the same time, there is a growing appreciation among guests for locally sourced ingredients, which helps support this approach from a consumer standpoint. It creates a stronger connection between the product and the place, while also reinforcing value beyond just price.

Ultimately, local sourcing is not a solution to rising costs, but it is a key part of managing them more effectively. It allows operators to stay agile, protect quality, and navigate pricing pressures in a way that feels considered rather than reactive.

Are chefs innovating with Emirati produce to keep menus dynamic?

Yes, and this is one of the more positive shifts we are seeing. Constraints often drive creativity, and chefs are increasingly turning to regional ingredients as a source of inspiration rather than limitation. Emirati produce is being reinterpreted through a more contemporary lens, allowing chefs to create dishes that feel both relevant and rooted in place. This adds depth to the dining experience while also reinforcing a sense of identity.

At Gates Hospitality, we encourage our teams to approach innovation with purpose. It is not about complexity, but about relevance, creating dishes that resonate with where we are and what guests are looking for right now.

Seasonality and locality naturally push creativity forward, and in many ways, this period is accelerating that evolution.

What strategies are you using to maintain occupancy and revenue growth?

In the current environment, the approach to occupancy and revenue needs to be measured and strategic. Aggressive discounting may drive short-term volume, but it risks long-term brand value. Instead, the focus needs to be on relevance and connection. For us, community has always been at the heart of everything we do, and now more than ever. Creating spaces where people feel comfortable coming together, even in quieter, more understated ways, helps maintain consistent footfall.

What we are seeing is that guests are not necessarily looking for grand gestures, they are looking for familiarity, a sense of belonging, and places that feel steady during uncertain times. As operators, it becomes our responsibility to create that environment. This is where community-driven initiatives come into play. Rather than leading with offers, we are focusing on moments that bring people together in a more meaningful way. Whether it is opening up our spaces for remote working, for community markets, hosting simple community gatherings, or creating low-pressure occasions for people to reconnect, the intention is to give people a reason to step out that goes beyond a transaction.

These initiatives are not designed to drive immediate revenue, but they play a critical role in maintaining relevance and building long-term loyalty. When guests feel connected to a space, they return, not because of a promotion, but because of how that place makes them feel.

There is also an important emotional layer to this. In times like these, hospitality goes beyond service; it becomes part of the social fabric. Providing a space where people can come together, even briefly, creates a sense of normalcy and comfort that is just as valuable as the product itself.

Flexibility is equally important. This includes adapting operating hours, managing costs carefully, and ensuring teams are structured in a way that allows the business to remain efficient without compromising service.

What we are yet to see however is some sense of collective responsibility within the industry. Landlords, operators, suppliers, and partners all play a role in maintaining stability. The more aligned these stakeholders are, the more resilient the ecosystem becomes.

The Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), part of the Dubai Department of Economy and Tourism (DET), has signed a strategic collaboration agreement with AutoPro, part of the Emirates National Oil Company (ENOC) Group, to enhance service quality, transparency, and operational consistency within Dubai’s vehicle maintenance sector.

Under the agreement, AutoPro will act as a technical and operational partner, supporting the implementation of quality standards across the sector. The collaboration includes conducting structured technical assessments, introducing best practice frameworks, and supporting awareness initiatives aimed at enabling consumers to make more informed decisions when selecting vehicle service providers.

This collaboration also reflects DCCPFT’s continued focus on emphasising a balanced marketplace where both consumers and businesses operate within a clear and transparent framework. This is in alignment with the wider objectives of the Dubai Economic Agenda, D33, which aims to double the size of the emirate’s economy by 2033 and further consolidate Dubai’s position as a leading global destination for business and leisure.

The partnership introduces a structured framework for technical oversight within the automotive aftersales market, contributing to greater consistency in service delivery and reinforcing accountability across providers. By embedding recognised technical standards and promoting adherence to fair pricing practices, the initiative is expected to strengthen overall market discipline while reducing potential areas of dispute between consumers and service providers.

Mohammed Abdulla Shael AlSaadi, CEO of Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), said: “This collaboration represents a practical step towards further strengthening consumer protection within the automotive sector. By working with a trusted partner, we are enhancing the consistency of vehicle maintenance services while reinforcing transparency across the market. Our focus remains on strengthening service standards and enabling consumers to make informed choices, while supporting businesses in operating within clear and fair market frameworks.”

Hussain Sultan Lootah, GCEO of ENOC Group, said: “AutoPro’s recognition as an authorised service partner, achieved through our collaboration with the Dubai Corporation for Consumer Protection and Fair Trade, is anchored in our long-term vision of delivering comprehensive, high-quality, and customer-centric automotive solutions to elevate the UAE’s evolving automotive landscape. The collaboration actively contributes to the nation’s strategic goals of safeguarding consumer rights and ensuring fair business practices to create a more competitive and thriving economy.”

The collaboration will also support the development of a more informed consumer base, with targeted awareness efforts designed to improve understanding of service standards and rights. This is expected to drive demand towards compliant, high-quality providers, further reinforcing positive market behaviour.

By combining regulatory oversight with industry expertise, the initiative supports the consistent application of quality and compliance standards across vehicle maintenance services. It also supports Dubai’s positioning as a leading global model for well-regulated, consumer-centric service markets that prioritise both trust and performance.

This collaboration reflects DCCPFT’s broader mandate to promote fair trade practices, strengthen competitiveness, and safeguard consumer rights. Through sector-focused initiatives aligned with DET’s strategy and the Dubai Economic Agenda, D33, the Corporation continues to enhance market transparency and encourage responsible business practices.

As one of the UAE’s largest automotive service networks, AutoPro operates 42 locations across the UAE, employs more than 1,500 frontline staff, and serves approximately two million customers annually through ENOC and EPPCO service stations.

JS Anand, CEO & Founder of LEVA Hotels

The Gulf’s hospitality industry has moved beyond its regional roots. Once focused on local and regional travelers, GCC hotel brands are now eyeing Europe, Africa, and other high-potential markets. Backed by strong domestic growth, economic diversification goals like Saudi Vision 2030, and powerful investment ecosystems, these brands are ready to compete on a global scale. But ambition alone will no longer win markets; only brands willing to ditch one-size-fits-all expansion and rethink how they enter new regions will scale sustainably.

Global Opportunity: Why GCC Brands Are Looking Outward

• Post-Pandemic Growth and Travel Demand: The global travel sector has rebounded strongly since COVID-19, with GCC destinations already seeing tourist arrivals recover and, in some cases, exceed pre-pandemic levels. Dubai, for example, recorded 18.72 million international visitors in 2024; Riyadh and Abu Dhabi are investing heavily in cultural tourism to attract global travelers, and Doha continues to expand its leisure and business offerings ahead of international events. This recovery gives GCC brands both the financial strength and operational capacity to explore overseas markets rather than relying solely on domestic expansion.
• Distinct GCC Strengths: GCC brands are leveraging competitive advantages that set them apart internationally and these are cultural warmth and guest-centric service. Deeply rooted in Arabian hospitality, GCC brands excel at personalized, high-touch service that appeals to discerning travelers. Yet the most promising segment is not ultra-luxury alone, it’s mid-upscale and lifestyle boutique concepts that translate more easily across markets because they are asset-light, design-driven, and margin-resilient. The boutique segment continues to accelerate worldwide, with the category estimated at roughly $25 billion in value in 2023 and forecast to surpass $40 billion within this decade. What’s even more telling is traveler behavior: leisure guests accounted for well over two-thirds of boutique stays last year, reinforcing the global shift toward personalised, immersive, experience-driven hospitality.

• A decisive POV: GCC brands will win abroad not by outspending Western chains, but by out-adapting them; using nimble, culture-sensitive models and mid-scale/lifestyle playbooks rather than defaulting to giant luxury flagships.

Expertise in Experiential Luxury (and Why That’s Not Enough)

Refined ultra-luxury experiences, tailored to individual preferences, are a hallmark of GCC hospitality, creating strong appeal in the European and other mature markets. But luxury alone is a blunt instrument: Europe’s boutique demand and Africa’s emerging middle classes both reward differentiated price-tiers; meaning GCC groups must build mid-market competencies as deliberately as they build flagship projects.

Africa and Europe: The Next Battlegrounds for GCC Hospitality

Destinations such as Egypt, Morocco, Kenya, and Tanzania are seeing growing investment, improved safety, and enhanced infrastructure, creating fertile ground for GCC brands. Europe, from Prague to Athens, presents opportunities for lifestyle and boutique concepts seeking operational and owner buy-in. Investor appetite is rising, with UAE, Saudi, and Qatari capital projected to flow into African hospitality ventures in the coming years.

Understanding Local Realities

Entering new markets requires more than capital; it demands a deep understanding of local dynamics. Regulations, consumer behavior, and design preferences vary widely between Europe and Africa. Success in Europe often hinges on regulatory compliance and strong local partnerships, while in Africa, infrastructure and talent availability are key. The strategic mistake many make is assuming brand halo will substitute for local feasibility; it won’t. Brands that run feasibility studies, secure local operator partners, and send HQ teams in as task forces hit the ground running, accelerating time-to-profit. Leadership that knows the terrain rather than just the boardroom makes the difference.

Balancing Identity with Localization

Global expansion is not about replicating a formula, it’s about evolving without losing the core brand DNA. Boutique hotels that integrate regional storytelling, local art, and culturally resonant experiences while maintaining operational consistency are defining the new frontier. Localization must be approached as product development, not marketing. Menus, F&B partnerships, art, and training are bespoke per market, while scalable technology and operational systems protect margins.

Partnerships, People, and Operational Excellence

Global expansion in hospitality depends on more than vision; it relies on local partnerships that strengthen licensing, supply chains, and recruitment. True scalability comes from investing in people, technology, and sustainability, building systems that can travel well. But there’s a second, less spoken tension: talent gaps. International growth will remain limited unless GCC brands invest in franchise-ready training programs and build strong regional talent pipelines, particularly for middle-management roles that ultimately make or break service consistency. Without repeatable people systems, a great opening year can easily turn into an operational headache by year three.

Looking Ahead: Building Global Stories from GCC Roots

GCC hospitality brands are proving that homegrown excellence can translate onto the global stage. The next decade will not be measured by the number of new properties alone. It will be judged by how effectively these brands export their values: warmth, authenticity, and innovation. Purposeful, precise, and people-centered expansion will define the GCC’s global hospitality story.