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Lancashire’s Park Hall Resort and Spa has become the first UK hotel to adopt an AI concierge that talks to guests over the phone and via WhatsApp.
Designed by UK company Inntelo AI, the AI concierge works alongside hotel teams to enhance guest experiences and streamline daily operations.
Guests at the hotel can access concierge services and resolve issues via WhatsApp and phone calls, which are initially answered by an AI agent available 24/7 in multiple languages.
Anoob Saban, owner of Brilliant Hotels Collection, said: “We’ve invested significantly in renovating the property, but with rising costs, it’s more important than ever to embrace efficient and guest-friendly innovations. Traditional hotel tech – phones, apps, and complicated room systems – can be annoying and frustrating for guests.
“By partnering with Inntelo AI, we’re eliminating these pain points, improving operational efficiency, and enhancing the overall guest experience. We’re excited to work with Inntelo AI to deliver a seamless and modern hospitality experience for our guests.”
Asif Alidina, founder and CEO of Inntelo AI, added: “AI has reached a level where it can communicate naturally with us – through phone calls and WhatsApp – without needing buttons, apps, or complex systems. That shift is a game-changer for hospitality, where efficiency and seamless communication are essential.
“With labour costs rising following last year’s Autumn Budget, hotels today are under increasing pressure to operate more efficiently while meeting rising guest expectations. AI technology isn’t just an option – it’s becoming a necessity.”
He continued: “At Park Hall Resort and Spa, Inntelo AI is helping guests get instant, frictionless service – whether that’s ordering room service, getting local recommendations, or resolving an issue – just by making a call or sending a message. At the same time, hotel teams are freed from time-consuming admin, allowing them to focus on what truly matters: creating exceptional guest experiences.
“The era of waiting on hold, downloading endless apps, or navigating outdated systems is over. AI is here to streamline operations, empower staff, and elevate hospitality to a new standard.”
