Looking forward to the 14th
Sofia, Lead ConciergeThe Hartwell
To: James Whitmore
Hi James, we're so looking forward to having you back on the 14th. I've already requested your high-floor room again. Is there anything I can arrange before you arrive?
AI concierge for hotels A personal concierge for every guest.
Your concierge reaches out to every guest personally, books their restaurants, cars and experiences end to end, and stays in touch long after checkout, so every stay feels magical.
9:12 am
SofiaThe Hartwell · London
Today 10:24
Table booked · Core, 8pmHigh-floor room requestedFront desk briefed
Trusted by leading hospitality groups
The problem
Your guests disappear between stays.
Today
- Stay
- Seasonal offer
- Newsletter
- Seasonal offer
- Booked elsewhere
With LTV
- Stay
- How was everything?
- Clara's birthday
- Planning November
- All arranged
- Welcomed back
How it works
One guest, from checkout to the next arrival.
It reaches out first, the same proactive approach as the Proactive Agent.
Checks in after every stay
Home safely?
Sofia, Lead ConciergeThe Hartwell
To: Eleanor Whitmore
Dear Mrs Whitmore,
I hope the journey back to Edinburgh was an easy one, and that Clara has stopped talking about the pastry kitchen. Chef Laurent tells me she asked better questions than most of his apprentices.
If anything about your stay fell short, I would genuinely like to know. And if it was everything you hoped, I would love to hear that too.
Warmly, Sofia
Eleanor Whitmore
It was wonderful. Only thing: the room ran a little warm at night. We're thinking of coming back in November for James's 50th. Check in with me next month?
SofiaThe Hartwell
Thank you for telling me, I'll have it looked at. And I'll be in touch in October.
Feedback routed to Engineering · Room 412Follow-up set · early October
Remembers what matters
Eleanor & James Whitmore
4 staysPreferences
- High floor, park viewFrom stays
- Feather-free pillowsFrom stays
- Room at 19°C overnightFrom conversation · Aug
- Sparkling tea over champagneFrom stays
People
- Clara, 7, loves bakingFrom conversation
Plans
- Returning in November for James's 50th. Nothing over the top.From conversation · Aug
NextCheck in early October
Reaches out when it matters
SofiaThe Hartwell · London
Thu 2 Oct · 10:05
Gets it done, anywhere
SofiaThe Hartwell · London
Concierge activity
Live- Reading request · Japanese, Saturday, quiet occasion
- Checking availability · 4 restaurants nearby
- Calling Kaiseki HouseCall · 0:48
- Booked · Kaiseki House · Sat 8pm · omakase counter for 2
- Note sent to restaurant · “50th birthday, please keep it low key”
- Park Suite reserved in PMS · rate applied
- Pastry kitchen request sent to Chef Laurent
- Approved by Chef LaurentApproved by staff
- Confirmation sent to guest
Prepares your team
Whitmore, Eleanor
Synced to your PMSArriving Fri 14 Nov · Whitmore · Park Suite
- Occasion
- James's 50th on Saturday. Guest asked: nothing over the top.
- Room
- 19°C overnight, feather-free pillows, sparkling tea.
- Clara (7)
- Pastry kitchen, Sat 7:30pm with Chef Laurent.
- Last stay
- Room ran warm. Engineering checked unit 412.
Added by Sofia · Concierge
Beyond the hotel
Your guests ask once. It handles the rest.
Restaurants, tickets, cars, flowers, experiences. Booked, confirmed and followed up.
- JamesDone
Somewhere quiet for Japanese on Saturday?
Kaiseki HouseSat 8pm · 2 guests
Ref KH-2291 - LuciaDone
Any chance of two seats for a West End show Friday?
Stalls, row FFri 7:30pm · tickets sent to email
Ref TH-0418 - PaoloDone
Car to Heathrow at 6 on Sunday please
Chauffeur bookedSun 6:00am · driver details the night before
Ref CH-7730 - DanielDone
It's my wife's birthday Tuesday, can you send flowers?
Peonies, her favouritedelivered Tue 10am · card from you
Ref FL-1152 - EleanorDone
Clara would love a cooking class while we're there
Children's pastry classSat 3pm · Chef Laurent
Ref PK-0306 - GraceDone
Could you get us into the gallery before it opens?
Private early entrySun 9am · guide arranged
Ref GA-5864
Every booking is confirmed back to the guest and logged for your team.
What it does
Hospitality that carries on after checkout.
SofiaThe Hartwell · London
Gift suggestion · Whitmore
A tin of Chef Laurent's lemon madeleines, Clara's favourite, with a handwritten note.
£35 · within £50 guest budgetApproveEditSkip
Dispatched to EdinburghAsk first, always. Every gift within the budget you set.
Mr Okafor
SMS
Escalated to Duty Manager · Amir
Concierge paused on this thread
Sensitive moments go straight to a person.
SofiaThe Hartwell · London
Tue 10:41
Every guest, in their own language.
“I love love love how you’ve remembered my daughter’s birthday 3 months after I mentioned it!!!”
Lisa BianchiThe concierge console
Everything your team sees.
“Guests ask how we remembered. Honestly? We didn’t. LTV did.”
Scott BearGeneral Manager, Novotel GeelongWorks with the systems you already run.
Outcomes
What hotels measure.
1.3x
Repeat stays
+15%
Direct bookings
+8 pts NPS
Guest satisfaction
FAQ
Questions hotels ask.
What is an AI concierge for hotels?
An AI concierge keeps a personal, 1:1 relationship with every guest between stays. It checks in after checkout, remembers preferences and plans, reaches out when there's a genuine reason, and arranges the next visit by email and SMS.
How is this different from guest messaging or email marketing?
Guest messaging tools wait for questions during a stay, and email marketing sends the same offer to everyone. An AI concierge starts real conversations after checkout, remembers what each guest told you, and follows through on their plans.
Can it actually make bookings for guests?
Yes. It reserves rooms in your PMS and books restaurants, experiences, cars and more, then confirms back to the guest. Anything that needs approval goes to your team first.
Does it work with our PMS and CRM?
It connects to the systems you already run, including your PMS, CRM and reservation tools, so preferences and notes sync where your team already works. See our integrations for the current list.
What happens when a guest is unhappy?
Complaints and sensitive requests go straight to the right person on your team, and the concierge pauses on that thread. Your staff can step into any conversation at any time.
Do guests know they're talking to AI?
Messages are sent on behalf of your concierge team and are AI-assisted. Your team sets the tone, the name it signs with and what it can do on its own, and can take over any conversation.
How is it priced?
A monthly fee per property or group, with implementation priced separately. Book a demo for a quote.