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Online Travel

Nor1 Buys Stay Delightful as More Hotels Upsell Guests on Text Chat

Sean O'Neill photo
Sean O'Neill

Photo Credit: Swissotel Hotels and Resorts has a model room at the entrance to its headquarters in Zurich in the manner of a traditional Swiss arvenstübli, or parlor. Hotel brands like this one increasingly try to use conversation-based commerce to engage with guests, and companies like Nor1 and Stay Delightful try to help them. Swissotel

Skift Take

It's old news that many hotels are enabling guests to text requests to the front desk. But it's still early days for them to piece together the tech systems in a way that will let them successfully upsell guests on additional services via chat.

When it comes to text-based chat, hoteliers get the message. They know that many guests would rather use text messaging than call on the phone or download an app if they want to request more towels or a late check-out. But the industry remains a far way off from fulfilling that promise. Hotels use a patchwork of front desk systems. Some of these tools barely talk to each other. Many companies have debuted chat-based interfaces from tech vendors such as Alice, Go Moment, and TrustYou. Some hotel brands, such as Marriott and Virgin, have developed text-based chat tools wholly or partly in-house. Selling ancillaries via chat adds another layer of technical and commercial c

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