Dive Brief:

• Marriott International’s Renaissance Hotels debuted an AI-powered virtual concierge service for guests, RENAI By Renaissance, the company announced Wednesday. 
• RENAI connects guests with local experiences picked by “Renaissance Navigators,” hotel associates who comb through neighborhoods’ restaurants, bars, entertainment venues, tours and activities. RENAI merges the associates’ insights with data collected by ChatGPT and other open-source outlets to give hotel guests recommendations, Marriott detailed in the announcement. 
• The pilot program, available at three Renaissance hotels in the U.S., aims to personalize the guest experience for travelers, according to Eddie Schneider, global brand director at Renaissance Hotels. Marriott is the latest hospitality player to integrate AI-assisted technology for this purpose. 

Dive Insight:

RENAI was created based on the understanding that Renaissance Hotel guests are “interested in emerging tech that is clever and has personality,” Marriott said in the announcement.

At The Lindy Renaissance Charleston Hotel, Renaissance Dallas at Plano Legacy West Hotel and Renaissance Nashville Downtown, guests can test out the technology by using a QR code to connect with RENAI via text message or WhatsApp. 

Guests can start a conversation requesting information on local experiences, dining and more. Then, the “virtual concierge” will respond with its recommendations, which are vetted by the brand’s human Navigators. The technology can also identify deals on restaurants, tours and more. 

“Our Navigators celebrate the culture, ideas, people and talents of their neighborhoods and provide their personal recommendations on what to see and do in their backyard. RENAI By Renaissance makes this even more accessible and inclusive,” said Schneider, adding that the technology helps “cut through the clutter” of information travelers have access to and personalize the guest experience. 

Across the hospitality and travel industries, other companies have similarly worked to simplify and personalize travel planning, booking and guest experience by adopting AI. 

In September, Wyndham launched a guest engagement platform featuring AI-driven messaging that allows guests to text hotels directly with any questions about their stay. And several online travel companies have integrated AI chatbots to help travelers create personalized trip itineraries and book hotel stays. 

Marriott’s Renaissance Hotels brand plans to expand its RENAI concierge service more widely in 2024, the company said, including to more than 20 properties globally by March.