Wyndham’s network includes 8,500 hotels across 100 countries on six continents, operating under 25 hotel brands, according to a Wednesday press release.
“We continue to invest in technology that helps franchisees grow revenue, lower costs and improve the guest experience,” Wyndham President and CEO Geoff Ballotti said Thursday (Oct. 22) during the company’s third quarter earnings call.
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Wyndham’s guest agentic AI solutions include Agentic Voice AI and AI Messaging that enhance guest experiences from inspiration to checkout. With these solutions, all hotel calls are answered autonomously and instantly, customer satisfaction has improved by 450 basis points, and voice conversion has improved by 500 basis points, according to the presentation.
“Wyndham AI Concierge, our AI-powered voice platform, is autonomously handling calls at more than 1,700 hotels worldwide today, up 17% sequentially,” Ballotti said during the call. “The platform is handling tens of thousands of previously missed calls and services guests immediately with no hold times.”
In addition, Wyndham has made rooms bookable through Google’s AI Mode, OpenAI’s ChatGPT, Anthropic’s Claude, Meta’s Muse, Instinct and OpenAI’s dots, per the presentation.
“We continue to enhance agentic booking flows that drive increased direct contribution and help hotels lower costs and increase revenue,” Ballotti said during the call.
Wyndham’s AI solutions also drive hotel owner value and revenue. For example, the Wyndham Connect guest engagement platform has delivered 16% year-to-date growth in owner upsell revenues, while Wyndham AI Concierge bookings have driven a 15% increase in average daily rate (ADR) for hotels that offer them, according to the presentation.
“Wyndham Connect, our Wyndham-trained, LLM-powered guest engagement platform, is now deployed at more than 5,100 hotels and has generated tens of millions of dollars in year-to-date upsell opportunities for participating franchisees,” Ballotti said during the call.
After outlining these and other digital enhancements, Ballotti said: “These technology investments exemplify how we are turning innovation into stronger hotel-level economics, with franchisee profitability and engagement remaining our top priority.”
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