Redefining Luxury with AI
Langham Hospitality Group introduces Experience AI Agent, revolutionizing guest experiences across their properties.
Redefining Luxury with AI
Langham Hospitality Group’s new Experience AI Agent brings intuitive, multilingual, always-on intelligence across 31 properties—freeing colleagues to focus on what matters most, the guests.
When The Langham, London opened in 1865, it changed expectations of what a grand hotel could be. Electric lighting, hydraulic lifts, and hot and cold running water were once radical ideas; today, they remind us that Langham Hospitality Group (LHG) has always embraced the future to serve its guests better.
Now, as the travel industry gathers for the TDM Travel Trade Excellence Awards to celebrate those redefining excellence, Langham is again at the forefront – this time with intelligence rather than infrastructure. Its latest breakthrough, Experience AI Agent, reshapes how guests, colleagues, and commercial teams access information and create memorable experiences.
Experience AI: Intelligence with Intuition
Launching across a portfolio of 31 properties on four continents and four brands, Langham’s AI toolkit addresses a simple reality: the way people seek information has changed. Guests expect answers on their own terms, in their preferred language, and channel. Colleagues need tools that empower them to act quickly, while commercial teams expect real-time insights.
“Personal and intuitive guest care has always been central to how we operate,” said Sean Seah. Experience AI Agent is the group’s response to this new landscape: specialized agents designed not to replace people, but to free them to focus on meaningful connections.
Experience Agent: A New Digital Concierge
For guests, the Experience AI Agent showcases the future of service. This multilingual interface allows travelers to ask questions through familiar text-based channels such as WhatsApp, WeChat, Instagram, and email, in more than 50 languages. From confirming airport transfers to local dining tips, guests receive instant, accurate responses while retaining the option to connect with hotel staff.
What makes the Experience AI Agent powerful is how naturally it fits into the modern travel rhythm. A guest might message the hotel from a taxi or between meetings, still receiving the prompt, thoughtful replies expected at the concierge desk. There’s no app to download or portal to navigate—just the channels guests use daily.
Over time, the Experience AI Agent will evolve from a reactive problem-solver to a proactive concierge: understanding intent, suggesting services, and routing inquiries to the right teams.
Quiet strength behind the scenes
By handling routine questions, the Experience AI Agent frees on-property teams to focus on what cannot be automated: a warm welcome, a thoughtful response to a disrupted journey, a gesture that turns a stay into a story. Langham’s AI strategy is about protecting human touch, giving colleagues time to deliver personal experiences that define true luxury.
A Legacy of Innovation, A Future of Experience
Experience AI Agent represents the latest chapter in a legacy of innovation that began with The Langham, hailed as Europe’s original Grand Hotel. Then, it was electric lighting; today, it’s integrated AI tools that amplify genuine hospitality.
As the TDM Travel Trade Excellence Awards shine a spotlight on projects that set new benchmarks for innovation, sustainability, and guest experience, Langham Hospitality Group’s Experience AI Agent exemplifies a future guided by human values. In a world where information is abundant, Langham’s goal is clear: make it intuitive, intelligent, and personal.
The TDM Travel Trade Excellence Awards 2026 - Hong Kong is presented by Travel Daily Media. To view the full list of winners, click here. For more information about the awards programme, contact Danica Avila at +(65) 3158 1386 or [email protected].
