Four Seasons Hotels and Resorts introduced a new chat feature, allowing guests to instant message property teams before, during, and after their stay.
The digital service can be accessed by guests – anytime, anywhere – via multiple channels, including the Four Seasons App, Facebook Messenger, WeChat or SMS. Guests can use the service for anything from requesting concierge recommendations to ordering a Mojito by the pool. It will translate into more than 100 languages, and class response times are “in minutes, if not seconds.” The company highlighted that the system does not use chatbots, but instead members of their team, providing a human touch.
In a pre-launch pilot program at 30 hotels, more than half of guests introduced to Four Seasons Chat used the service on their first stay. They also engaged with Four Seasons more regularly – they averaged more than six chats during a stay, twice as often as the industry average.
Four Seasons Chat will be available in 72 hotels by the end of the year, with full rollout across all Four Seasons properties planned for 2018. Chat is already live in 16 Four Seasons hotels and resorts in Europe, the Middle East, and Africa, including properties in Paris, Hampshire, Lisbon, Dubai, and Istanbul. In the Americas, Chat is live in 28 Four Seasons hotels and resorts, including properties in New York, Los Angeles, Toronto, Florida, Hawaii, and Mexico City. Chat is also live in 12 Asia-Pacific properties, including properties in Beijing, Shanghai, Bora Bora, and Jakarta.