Mandarin Oriental

The team reimagined a luxury hotel’s booking experience as a personalized digital concierge—one that recognizes returning guests, remembers their preferences, and helps shape their stay. The goal was to simplify the booking engine, improve filter usability, and create more meaningful opportunities to discover and upgrade rooms and experiences.

Designed around the needs of a frequent business traveler, the flow makes rebooking quick and seamless, with preferences pre-filled and relevant upgrades surfaced at the right moments. Agentic AI enables the experience to recognize preferences and proactively surface personalized recommendations across rooms, properties, restaurants, and other offerings, creating a booking experience that feels less like a transaction and more like thoughtful, tailored service.