Hotels.com introduced an AI-powered chatbot within its mobile application as part of a broader brand revitalization led by parent company Expedia Group. This update features a redesigned app interface, the launch of a new brand mascot named ‘Bellboy,’ and the addition of smart filter capabilities designed to simplify hotel searches using natural language inputs.

The chatbot enables users to make conversational requests such as “boutique hotel in an artsy part of Brooklyn,” and filter results by amenities like rooftop bars. Additionally, Expedia reports a “35% increase in booking conversions among users engaging with the smart filter feature.”

While the tool offers intuitive interaction, it remains in early development. Current limitations include inaccurate location suggestions, no flight support, and limited itinerary integration. Activity recommendations are also not fully actionable. Despite these challenges, the rollout reflects a strategic investment in AI, with the brand signaling plans to expand its capabilities over time—positioning the chatbot as a foundation for more robust, AI-driven travel planning in the future.

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