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Home National Renaissance Hotels Launches Pilot AI Concierge Program

Renaissance Hotels Launches Pilot AI Concierge Program

RENAI By Renaissance will be tested at multiple properties across the U.S.

By Madeline Fuerstenberg

RENAI By Renaissance
RENAI By Renaissance, an AI concierge service, is being tested at select Renaissance Hotels now. || Courtesy of Marriott International

Renaissance Hotels, part of Marriott’s brand portfolio, has launched a first-of-its-kind artificial intelligence-powered virtual concierge pilot program. The service, RENAI By Renaissance, fuses emerging technology and human touch to support Renaissance Hotels’ Signature Navigators (concierges).

At select Renaissance Hotels locations across the nation, guests will have instant, 24/7 access to information about local cocktail bars, under-the-radar attractions, top-rated breakfast spots, and much more through RENAI, which stands for Renaissance Artificial Intelligence. RENAI is trained by the brand’s Navigators to memorize their top destination picks, and it is further powered by ChatGPT and reputable open-source outlets vetted by Navigators.

RENAI By Renaissance is currently being tested by guests at The Lindy Renaissance Charleston Hotel in South Carolina, Renaissance Dallas at Plano Legacy West Hotel in Texas, and Renaissance Nashville Downtown in Tennessee.

“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,” says Eddie Schneider, global brand director for Renaissance Hotels, in a prepared statement. “We were already in the process of evolving our signature Navigator program when technology leaps presented a serendipitous opportunity to fuse our Navigators’ human insights with time-saving technology. With today’s travelers having access to an overwhelming amount of information, our goal is to help them cut through the clutter and provide a personalized guest experience with regularly updated tips for local discovery.”

For guests who may want to conduct their own research on local experiences before their trip even starts, they can simply scan a QR code to connect with RENAI via text message or WhatsApp and start a conversation. Guests will then receive a response to their inquiries with recommendations that also identify special deals on restaurants, tours, and more.

Once the pilot period for RENAI By Renaissance has come to an end, the brand plans to expand the service more widely in 2024, reaching more than 20 properties globally by March. A full rollout of the program is expected to include more enhancements to the service, including additional communication platforms like Instagram and curated recommendations from neighborhood tastemakers.