Supplier Awards 2026: Innovative Guest Experience of the Year – Inntelo

Imagine being able to save 16 minutes per guest enquiry across your hotel teams. This is exactly what Inntelo AI has achieved through automated calls, messages and task co-ordination, resulting in an AI Concierge boasting a 97% success rate that has earned the UK-based AI hospitality tech firm the coveted title of Innovative Guest Experience of the Year.

Inntelo, backed by leading UK and European venture capital funds Antler, Haatch, Look AI Ventures and the British Business Bank, was praised for unlocking new levels of efficiency while still maintaining what makes traditional hospitality great.

In early 2025, the company achieved an industry first by launching the UK’s first live agentic and conversational AI Concierge at Park Hall Resort & Spa, a four-star Radisson Individuals property in Lancashire. The system enables guests to communicate as they would via phone calls and WhatsApp on their own devices, while the AI agents respond instantly, understand intent and break conversations into structured, prioritised tasks that can be executed straight away by hotel teams. It was a seamless demonstration of AI agents embedding themselves into daily guest communications and operations.

Fast-forward several months to November 2025, and Inntelo had gone international, launching its platform at the Ciel Dubai Marina, the world’s tallest hotel with 1,004 rooms, sitting under IHG’s Vignette Collection.

Inntelo AI has also played a pioneering role in documenting its impact on real hotel environments to help shape the future of an AI-collaborative hospitality landscape. Through live deployments and academic partnerships with EHL, Hotelschool The Hague, and Edge Hotel School, the company has contributed to identifying the best use cases for operators.

The results have already shown that hotels using AI-driven personalisation and real-time upselling recorded a considerable increase in incremental in-stay revenue, driven by the increased uptake of tailored dining, spa and experience offers. This is clearly just the beginning for Inntelo AI, which has served up a blueprint for hoteliers wanting to apply AI in the most productive and guest-centric ways.

Judges’ comments

“The entry highlighted the incredible statistics that can be achieved through AI, ensuring that Inntelo ticks all the boxes for implementing these sorts of systems.”

Jane Pendlebury, chief executive, HOSPA

“Inntelo AI delivered a standout leap in guest experience, saving 16 minutes per enquiry through smart task allocation. With a 71% guest opt‑in rate, multilingual capability and a 27% boost in in‑stay revenue from personalised offers, it proves both highly adopted and commercially impactful. A deserving winner.”

Harry Ridley, head of technology, Levy UK & Ireland

The shortlist

• Inntelo AI

• Lolly

• Stampede

Photo: Hryshchyshen Serhii/Shutterstock