IHG Launches ChatGPT App and Conversational Search for Hotel Bookings
IHG Hotels & Resorts has launched an app within ChatGPT that lets travelers search, compare and book from its portfolio of more than 7,000 hotels across 100 countries. The company will soon add conversational search to IHG.com and its IHG One Rewards app.
The moves respond to a shift in how travelers plan trips. More than half of U.S. travelers now use AI for travel planning, according to research from Phocuswright.
How the ChatGPT App Works
Users can describe what they're looking for in natural language. ChatGPT recommends IHG hotels based on stated preferences and shows real-time availability, pricing, maps and amenities. Once a guest selects a property, they're directed to IHG's booking channels to complete the reservation.
The app complements rather than replaces IHG's existing digital platforms.
Conversational Search on IHG Channels
IHG will add similar conversational search to its website and rewards app. Instead of using fixed search fields and keywords, guests will describe their needs in their own words. The system interprets intent and context to surface matching properties.
Jolie Fleming, Chief Product & Technology Officer at IHG, said the company is adapting to changing guest expectations. "With more than one million guests staying with us every night around the world, we're using AI to make the travel experience more efficient from planning and booking through to their stay," Fleming said.
The company frames these tools as pairing AI with human hospitality rather than replacing staff interaction.
Broader Strategy
These features are part of IHG's larger AI strategy for hospitality focused on improving guest experience, boosting hotel performance and driving corporate innovation.
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