Wyndham Says AI Concierge Now Answers Calls at 1,700 Hotels

Wyndham Hotels & Resorts said its artificial intelligence tools are raising franchisee revenue and cutting operating costs, according to an investor presentation issued on Oct. 21 and reported by PYMNTS.com.

The hotel franchisor said its voice platform, Wyndham AI Concierge, takes calls on its own at more than 1,700 properties, a 17% increase from the prior quarter, president and chief executive Geoff Ballotti said during a third-quarter earnings call on Oct. 22. He said the system picks up calls that previously went unanswered and removes hold times for guests.

The presentation said customer satisfaction scores rose 450 basis points and voice conversion rose 500 basis points where the agentic voice and messaging tools are in use. Hotels offering AI Concierge bookings saw average daily rate climb 15%.

Wyndham Connect, the company's guest engagement platform built on a large language model, is installed at more than 5,100 hotels and has produced a 16% year-to-date gain in owner upsell revenue, the company said.

Rooms can also be booked through Google's AI Mode, OpenAI's ChatGPT, Anthropic's Claude and Meta's Muse, per the presentation. Wyndham's system covers 8,500 hotels in 100 countries under 25 brands.

This story was first reported by PYMNTS.com.