Five Real Examples Of Hotels That Are Using Chatbots On Facebook

For most travelers, fast, simple and convenient are three simple factors they require. Whether it’s transportation, checking in, booking a room or buying Wi-Fi, as long as it’s fast, simple, and convenient, travelers are bound to love you. Unfortunately, so many hotels and resorts fall short of these 3 simple requirements.

Savvy hotels are realizing these shortfalls can be plugged by creating chatbots. This simply means that a lot of hotels can now enhance their communication, customer service, and overall guest satisfaction. Event hosting and meeting professionals also stand to enjoy the benefits of chatbots. Not only will it generate a little extra buzz, but also enhance attendee experience.

“The benefits of chatbots from a customer service and upselling point of view are clear to see, however, what a lot of people don’t realize is that Facebook chatbots are a marketers dream. A well thought out Chatbot marketing campaign will see a 300% higher return than email.”

Said Ryan Dearlove, Founder of Chit Chat Agency, a leading chatbot agency based in Europe.

Still feeling skeptical about using chatbots for your hotel? Well, here are five genuine examples of hotels that are using chatbots on Facebook.

1. HYATT HOTELS

Back in November 2015, Hyatt Hotels decided to start using Facebook Messenger to get queries from their guests. At first, they were using their customer relations staff to attend to their guests’ queries, which included making reservations and checking availability. Hyatt found the process promising and continued utilizing the platform.

Later on, they developed a Facebook Messenger chatbot. Guests can now ask the bot about reservations, room availability around holidays, hotel offers, and lots more. Simply put, this bot has helped Hyatt solve guest queries faster, boost their sales, and increase hotel bookings.

2. HOTEL INDIGO (InterContinental Hotel Group)

This brand is also making use of a Facebook Messenger bot. The bot, known as Neighborhood Host, is made available after a guest books their reservation at one of the participating hotels. Guests are then invited to interact with the bot and they can ask about almost anything from details of their reservation, to special requests for their stay, to hotspot recommendations located in the hotel neighborhood.

3. MERCURE HOTELS

In 2017, the brand decided to build their own bot, known as the Mercure Bot, and it was integrated into the Facebook Messenger. Guests are can share their location with the bot when they are in a Mercure hotel. Once the bot has access, guests can look for things to do nearby and/or places to visit.

This bot basically helps guests to know everything about their surroundings; from food to bars, to nightlife activities as well as acting as a virtual tour guide.

4. THE COSMOPOLITAN OF LAS VEGAS

Rose is the name of the virtual host that was created for The Cosmopolitan of Las Vegas. This chatbot was given a witty and spirited personality in order to provide guests with entertainment while addressing their issues.

While Rose can help with basic hotel needs such as bookings and reservations, it can also entertain guests as it can play games such as Two Truths and a Lie, Would You Rather, and Kiss Marry Diss.

Guests can receive guided tours from Rose, get extra pillows, check out the hotel’s art gallery, get insider information such as secret menus, help with spa and restaurant bookings, and lots more.

5. MARRIOT HOTELS

As a way to help front desk associates provide guests with quicker responses, in late 2017, Aloft Hotels brand, The Marriot International, did a test run on a robotic butler known as “Botlr.”

Earlier this year though, the brand decided to move away from robotics and dive into the chatbot space. This idea brought “ChatBotlr” to life. ChatBotlr is a chatbot that allows guests to make service requests straight from their smart devices, no matter where you are in the hotel.

You can use the chatbot to have your toiletries delivered to you, answer questions related to the hotel, connect to the hotel’s music playlist, or even get a wakeup call. The bot was designed with the needs of travelers in mind.