HotelTonight expands its in-app concierge service, Aces, to 30+ cities
Final summer time we reviewed Aces, the in-app concierge service from HotelTonight. And whereas we loved utilizing the service, our major gripe was that it was restricted to only 5 cities, and even there it was solely restricted to pick customers.
However at this time that modifications, as HotelTonight has introduced they’re rolling out Aces to anybody who books a lodge with a complete room value over $200 in over 30 cities all over the world. Yow will discover the complete record of cities right here, however they vary from worldwide hotspots like London to smaller cities like Savannah and Scottsdale.
As a refresher, Aces is an chat-based mostly concierge contained in the HotelTonight app that may aid you with issues like requests for additional toiletries at your lodge, native restaurant suggestions, and even actions to do within the space. Customers obtain entry to their Ace the morning of their verify in, and may proceed to make use of it all through their keep.
So how did the service fare in its restricted beta interval? Fairly nicely. In reality, knowledge shared by the corporate means that Aces has turn into a bonafide amenity that really influences whether or not or not visitors will guide with HotelTonight.
Particularly, visitors who use Aces are 34 % extra more likely to ebook once more in ninety days, and people tempted with an Ace in the course of the reserving course of have a 30 % improve in conversion.
The corporate additionally stated lots of of hundreds of messages have been exchanged between customers and the HotelTonight’s Aces, with a mean response time of 23 seconds.
These are spectacular numbers, primarily as a result of the entire system is powered by people. Whereas HotelTonight stated that they use some automation to assist expedite issues publish-request (like pulling hours and site for close by eating places) , all messages are fielded by a reside individual.
This has undoubtedly been noticeable in all of my interactions with Aces – some even use Emojis or offer you private particulars about their favourite eating places or forms of meals.
And whereas the suggestions offered aren’t all that totally different from what you will discover on Yelp, it’s good to have the ability to get a late take a look at or toothbrush despatched up with out having to truly, you already know, name and converse with somebody on the telephone.