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Marriott Uses Artificial Intelligence in New Guest Service

by Nicole Quasté

Dec 15, 2017

Marriott © Valentino Visentini | Dreamstime

Trends / Top Trends

Marriott looks to the future to improve the present for its guests by creating additional points of engagement powered by artificial intelligence.

Aloft Hotels, Marriot’s creativity-focused boutique brand, recently launched the first ChatBotlr, a new chatbot available via text message that gives guests an additional way to make service requests. The first generation of the robotic butler was introduced in 2014, and has since evolved to offer guests the ability to connect with the front desk and request basic hotel services from their phones, even when not on the property. Early tests of the new technology shows two out of three guests interact with the bot, which has a five-second response time.

“By embracing emerging messaging technologies, we can expand service to our guests on their terms and through communication channels they increasingly prefer and feel comfortable using,” said Stephanie Linnartz, global chief commercial officer, Marriott International. “The delivery of on demand service enables Marriott to simplify travel, remove friction and power up even better service for our guests at more moments throughout their travel journey.”

Aloft’s ChatBotlr joins Marriott’s other service innovations powered by technology, and are available on Facebook Messenger, Slack and, soon, We-Chat and Google Assistant.

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