'Edward’ is a new ‘virtual host’ service which has just been launched by Edwardian Hotels for their hotel guests.
‘Edward’ is an Interactive Text Response (ITR) mobile SMS service which allows guests to check and request hotel amenities such as towels or room service, get information about local bars and restaurants and even express complaints – simply by sending a text message. ‘Edward’ will respond within a few seconds.
‘Edward’ is designed for guests who prefer digital brand interaction and is part of a wider project to digitally transform the way that Edwardian Hotels London engages with guests.
Guests can use the service to message their requests and get immediate responses. The application is backed up with live assistance when needed hence complaints or requests that need a follow-up by hotel staff can be immediately addressed. Guests can even specify a callback should the human touch be desired.
‘Edward’ is currently servicing guests’ needs at 12 Radisson Blu Edwardian Hotels across London including Heathrow.