The Gate London City has become the first hotel in the capital to deploy Inntelo AI’s agentic platform, combining automation with staff training instead of reducing jobs.
EQ Group, a European hospitality platform managing nearly 10,000 rooms across the UK and Europe, oversees the premium aparthotel. The AI system will handle guest requests while employees receive training to work alongside the technology.
Visitors can now use an AI concierge via their phones, calls, or WhatsApp in more than 40 languages. The system processes amenity requests, restaurant bookings, and local excursions, allowing staff to prioritize in-person service. Behind the scenes, it streamlines operations and task coordination.
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The rollout included a training program to develop practical AI skills. Sessions extended beyond platform use, offering insights into how the technology could support daily tasks and professional development. The hotel aimed to position AI as a helpful tool rather than a threat.
Headquartered in London, Inntelo AI provides an AI-native platform that supports guest communication, operations, and task automation.
EQ Group’s strategy highlights a key debate in hospitality. Some properties use automation to lower labor costs, while others emphasize human interaction as the industry’s core strength. The Gate London City’s approach offers a compromise: AI handles routine tasks, and the company invests in its workforce for everything else.
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While not the first to target guest communication, Inntelo AI’s platform stands out for its integration. It doesn’t just respond to inquiries but connects them to back-end processes, minimizing manual transfers between departments. This approach before adopting new systems could help hotels avoid common pitfalls.
The trial at The Gate London City may set a precedent for other properties. If successful, it could provide a model for adopting AI without disrupting staff or guest experiences.
High turnover and labor shortages have long challenged the hospitality sector. Whether AI can address these issues—or introduce new ones—is still uncertain. What’s clear is that the technology is no longer theoretical. Hotels are actively testing its potential.
