Imagine walking into a hotel where your room is already tuned to your taste: the lights set low, the playlist knows your vibe, and the minibar has swapped the gin you hate for the bourbon you love. No awkward calls to the front desk, no wait times, no “let me transfer you to reservations.”
Welcome to hospitality in 2025, where the hottest amenity isn’t a rooftop pool or Michelin-starred chef — it’s artificial intelligence.
And at the center of this revolution is UNA, Polydom’s AI-powered digital employee. Not a chatbot. Not a gimmick. A colleague.
From Concierge to Command Center
Hotels have always lived or died by service. But staff shortages, turnover, and the relentless grind of guest requests have stretched human teams thin. Enter UNA. She’s not just answering questions — she’s booking rooms, managing requests, upselling spa packages, and handling front-desk chatter in 50 languages.
Think of her as a front desk agent, concierge, and booking manager rolled into one tireless, multilingual professional. Only she doesn’t call in sick, doesn’t need overtime, and never puts a caller on hold.
Personalization, But Actually Personal
The buzzword everyone in hospitality loves to throw around? Personalization. But UNA actually delivers it. She doesn’t just greet a guest — she anticipates their next move.
- A late check-out suggestion pops up before you even think to ask.
- The steakhouse reservation comes paired with a cocktail recommendation you didn’t know you needed.
- If you’re booking a room at 2 a.m. in Tokyo, UNA’s awake, polite, and speaking flawless Japanese.
This isn’t customer service. It’s predictive companionship.
The Numbers Don’t Lie
Hoteliers are pragmatic. They ask: does it work?
- Lee Gardens Orlando saw UNA pull in 38 extra direct bookings a month — worth $12,000 — with zero human involvement.
- In Boston, Helge Capital swapped out their call center for UNA. Result: no missed calls, no language barriers, no revenue slipping through the cracks.
- Hotels across Europe and the Middle East are clocking 45% higher guest satisfaction and 20–30% more direct bookings.
Behind the numbers is a blunt truth: every unanswered call costs money. UNA makes sure none slip away.
The Hybrid Workforce: Humans + UNA
Here’s the twist: UNA isn’t here to erase hospitality staff. She’s here to liberate them. To take the midnight “Can I get more towels?” calls and the tedious booking confirmations so humans can do what humans do best—deliver warmth, improvisation, and empathy.
The future of hotels isn’t man versus machine. It’s man plus machine, with digital employees like UNA running the invisible gears so the human team can shine.
The Future Arrived Early
Hospitality has always been about anticipation. The bellhop, the maître d’, the concierge — each a master of reading the guest before the guest even speaks. In 2025, that role belongs to UNA too.
Hotels that hire her aren’t just keeping up with trends; they’re stepping into a new era where AI isn’t a tool in the background but a face of service itself.
The revolution is here. It has a name. And it answers the phone.