LuxUrban Hotels to pilot Amazon Alexa voice experience program

LuxUrban Hotels has launched a pilot program to incorporate a Amazon Alexa voice experience in three of its hotels: The Lafayette by LuxUrban, Trademark Collection by Wyndham in New Orleans; The Blakely by LuxUrban, Trademark Collection by Wyndham in New York City; and O Hotel by LuxUrban, Trademark Collection by Wyndham in Los Angeles.

The deployment of Amazon Alexa at these three hotels is designed to elevate the guest experience by providing quick, tailored and access to property services and amenities, enhance property efficiencies and increase ancillary revenue opportunities. The pilot program is set to commence in the first quarter of 2024 with an expectation that it would be rolled out across the company’s portfolio of hotels in 2024.

By using an Amazon Echo Show 8 device available in their rooms, guests can receive answers to commonly asked questions regarding the property and locale, order food, call the front desk, request housekeeping, make reservations, and more. The program includes a customized chatbot experience that will launch on the company’s website, as well as social media channels focused specifically on pre- and post-stay with the goal of increasing direct bookings and eliciting positive reviews. 

The program is designed to enhance efficiencies in areas such as housekeeping and maintenance by immediately routing these requests to the appropriate staff. Comprehensive reporting provides valuable insights on performance metrics, common requests, feature use, response times, and more, which can be used to drive continuous property and enterprise-wide improvement initiatives.

“We believe that the availability of Amazon Alexa will help make the guest experience more enjoyable while further differentiating our properties,” Chairman and CEO Brian Ferdinand said in a statement. “We also believe that the installation of this in-room technology will allow us capture high-margin ancillary revenue opportunities at the properties at which it is available.”