Lancashire’s Park Hall Hotel notches up UK first as it deploys concierge solution from Inntelo AI

Lancashire’s Park Hall Resort & Spa has become the first UK hotel to adopt an AI concierge that talks to guests over the phone and via WhatsApp. Designed by UK company Inntelo AI, this works alongside hotel teams with the aim of enhancing guest experiences and streamlining daily operations.

Originally the site of a Benedictine monastery dating back to 669 AD, Park Hall Resort & Spa - a Radisson Individuals hotel operated by the Brilliant Hotels Collection - has previously hosted the likes of Tommy Cooper, Bruce Forsyth, and Lulu (look them up, kids, all three are British legends).

Guests can access concierge services and resolve any issues via WhatsApp and phone calls, which are initially answered by an AI agent available 24/7 in multiple languages.

After launching its solution following testing and backing from early stage VC, Antler, Inntelo AI is expanding, with deployments in the UK at Park Hall Resort & Spa, alongside recent hotel implementations in the Netherlands and Portugal. It is also collaborating with hospitality schools such as EHL in  Switzerland, Hotelschool The Hague, and the University of Essex’s Edge Hotel School.

Anoob Saban, owner of Brilliant Hotels Collection, says: “We’ve invested significantly in renovating the property, but with rising costs, it’s more important than ever to embrace efficient and guest-friendly innovations. Traditional hotel tech - phones, apps, and complicated room systems - can be annoying and frustrating for guests." 

“By partnering with Inntelo AI, we’re eliminating these pain points, improving operational efficiency, and enhancing the overall guest experience. We’re excited to work with them to deliver a seamless and modern hospitality experience for our guests.”

Asif Alidina, founder and CEO at Inntelo AI, says: “AI has reached a level where it can communicate naturally with us - through phone calls and WhatsApp - without needing buttons, apps, or complex systems. That shift is a game-changer for hospitality, where efficiency and seamless communication are essential.”

“With labour costs rising following last year’s autumn budget, hotels today are under increasing pressure to operate more efficiently while meeting rising guest expectations. AI technology isn’t just an option - it’s becoming a necessity.”

“At Park Hall Resort & Spa, Inntelo AI is helping guests get instant, frictionless service - whether that’s ordering room service, getting local recommendations, or resolving an issue - just by making a call or sending a message.”

“At the same time, hotel teams are freed from time-consuming admin, allowing them to focus on what truly matters: creating exceptional guest experiences. The era of waiting on hold, downloading endless apps, or navigating outdated systems is over. AI is here to streamline operations, empower staff, and elevate hospitality to a new standard.” 

RTIH AI in Retail Awards

RTIH, organiser of the industry leading RTIH Innovation Awards, proudly brings you the first edition of the RTIH AI in Retail Awards, which is now open for entries. 

As we witness a digital transformation revolution across all channels, AI tools are reshaping the omnichannel game, from personalising customer experiences to optimising inventory, uncovering insights into consumer behaviour, and enhancing the human element of retailers' businesses.

With 2025 set to be the year when AI and especially gen AI shake off the ‘heavily hyped’ tag and become embedded in retail business processes, our newly launched awards celebrate global technology innovation in a fast moving omnichannel world and the resulting benefits for retailers, shoppers and employees.

Our 2025 winners will be those companies who not only recognise the potential of AI, but also make it usable in everyday work - resulting in more efficiency and innovation in all areas.

Winners will be announced at an evening event at The Barbican in Central London on Thursday, 3rd July.

This will kick off with a drinks reception in the stunning Conservatory, followed by a three course meal, and awards ceremony in the Garden Room.

Please email our Editor, Scott Thompson, if you have any questions or need further information: scott.thompson@retailtechinnovationhub.com

Key 2025 dates

Friday, 23rd May: Award entry deadline 

Tuesday, 27th May: 2025 finalists revealed

Wednesday, 28th May - Friday, 13th June: Judging days

Thursday, 3rd July: Winners announced at the 2025 RTIH AI in Retail Awards Ceremony, to be held at The Barbican in Central London.