The hotel chain is running a pilot program in nearly 200 locations to see how customers and staff respond to having voice-activated devices in their rooms

Hotels, like so many customer-driven industries, are always looking for the next big thing to serve their customers better and help them run more efficiently. For Best Western, that new strategy might include integrating Amazon Dot devices into their rooms. The brand has begun a limited pilot program at some of its locations where the rooms are equipped with these voice-activated AI assistants.

Best Western Hotels & Resorts CEO David Kong told Skift that the devices are meant to make the hotel experience more seamless by allowing guests to explore their options. “If you think about the capabilities of a Dot, not only can you leave a wake-up call, have it playing music, or tell you the time, but you can use that to communicate with hotels, right? You can order your room service from that. You can report something that’s not working, and the staff can use that too.”

The implementation of these devices would also be a big help to hotel staff. “We hear about housekeepers being concerned about their safety and therefore you need panic buttons for them and, well, the Dot is the perfect solution for that,” Kong added. “They can use that to report that the room has been cleaned, or they can report that maintenance needs to pay attention to this or that in the room.”

Best Western is testing this device adoption in nearly 200 locations, and at their convention in November, they will discuss the results of the pilot program. If successful, you may soon be able to order room service simply by saying your order out loud, without having to lift a finger or talk to another human being.

Best Western


Lead Image: Selective focus on Amazon Echo dot version 2 via Shutterstock

Hotels, like so many customer-driven industries, are always looking for the next big thing to serve their customers better and help them run more efficiently. For Best Western, that new strategy might include integrating Amazon Dot devices into their rooms. The brand has begun a limited pilot program at some of its locations where the rooms are equipped with these voice-activated AI assistants.

Best Western Hotels & Resorts CEO David Kong told Skift that the devices are meant to make the hotel experience more seamless by allowing guests to explore their options. “If you think about the capabilities of a Dot, not only can you leave a wake-up call, have it playing music, or tell you the time, but you can use that to communicate with hotels, right? You can order your room service from that. You can report something that’s not working, and the staff can use that too.”