Artificial intelligence is being increasingly embedded across the hospitality sector, reshaping how hotels manage guest interactions, personalise stays and streamline operations throughout the guest journey.
Palazzo Versace Dubai has introduced what it describes as the hospitality industry’s first fully integrated AI automation system, designed to deliver personalised guest experiences while improving operational efficiency across the property.
Developed in collaboration with Quantum Neuron, the system features Laura, an AI persona powered by Digital Human technology. Unlike a traditional chatbot, Laura manages multi-channel guest interactions before, during and after the stay, with minimal human intervention, delivering personalised support based on individual preferences, languages and cultural nuances.
The AI platform is integrated with internal hotel systems, enabling coordination across departments, including housekeeping, food and beverage and guest services through predictive, data-driven automation. According to the hotel, this allows for faster response times, improved task coordination and greater consistency in service delivery.
Across the region, AI is increasingly being integrated into the visitor journey, with tools such as citywide biometric hotel check-in systems and AI-powered concierge, translation and itinerary platforms gaining traction. Research cited in Marriott Bonvoy’s ‘2026 Ticket to Travel’ report indicates that nearly three-quarters of travellers in the UAE and Saudi Arabia have already used AI to research or plan a trip, while 69% of UAE travellers and 67% of Saudi travellers say they would feel comfortable booking accommodation through AI platforms in the future.
