A New Way to Discover Hotels
Searching for a hotel used to mean navigating endless filters, drop-down menus, and vague location tags. IHG Hotels & Resorts is betting that the future of travel discovery lies in conversation. The company has officially launched a beta version of AI-powered conversational search, now available on IHG.com and the IHG One Rewards mobile app.
Instead of typing 'hotels in New York with a pool' into a standard search bar, guests can now interact with an AI interface that understands intent. This shift is designed to make the journey from inspiration to booking feel less like a transaction and more like a collaboration with a digital concierge.
Why AI Matters for Your Next Stay
The hospitality industry is currently undergoing a massive digital transformation. According to Jolie Fleming, Chief Product & Technology Officer at IHG Hotels & Resorts, the goal is to create a more seamless experience for the more than one million guests who stay in IHG properties every night. By using AI to parse complex requests, the brand hopes to provide personalized recommendations that actually reflect what a traveler needs.
- Natural language processing allows for descriptive queries rather than keywords.
- The integration covers both the IHG website and the IHG One Rewards app.
- AI is being used to bridge the gap between initial trip inspiration and final reservation.
- The tool aims to complement human staff by handling complex search tasks efficiently.
Guest expectations are evolving quickly, and we’re evolving with them. Pairing AI with the warmth of human hospitality ultimately helps us deliver a more exceptional live experience—one that feels personal, responsive and [human].
— Jolie Fleming, Chief Product & Technology Officer, IHG Hotels & Resorts
The Bigger Picture: AI in Hospitality
IHG is not acting in a vacuum. The broader hotel sector is racing to integrate AI into every touchpoint of the guest journey. As noted by industry experts, companies like Hilton have already experimented with dozens of AI use cases, ranging from cost-saving operational efficiency to personalized booking planners. For travelers, this means the 'digital concierge' era has officially arrived. As these systems become more sophisticated, the challenge for major brands will be ensuring that your loyalty information and preferences are accurately carried over into these new conversational interfaces.