How one of the largest all-suite properties in Las Vegas unified the guest experience on Traversing.ai

This all-suite hotel and casino property operates at a scale few resorts match: more than 2,500 suite-sized rooms, a 117,000-square-foot casino floor, a 3-acre pool complex and 220,000 square feet of convention and meeting space. Each piece of the property generates guest questions, bookings, and service requests 24 hours a day by phone, on the website and by text.

The scale of the property’s operations resulted in a volume of guest requests that challenged the hotel’s customer service team. During peak periods, as much as 50% of calls were abandoned. At the same time, the property’s leadership could see where guest behavior was heading. Travelers expected instant, personalized service on whichever channel they chose. Hotel staff wanted to meet guests there without adding a separate system, and a separate set of answers, for every new channel.

The property chose Traversing.ai as its agentic AI operating platform. Instead of a separate tool for each channel, every guest conversation runs through one shared intelligence layer that works inside the systems already running the hotel. Implementation started with Traversing’s AI Concierge in April 2025 and added the AI Contact Center and Internal Agent over the following 6 weeks. AI Contact Center answers every inbound call, 24/7, across any language resolving routine requests on the spot.

The hotel partner and Traversing.ai customized call processing so that the agent hands off to the customer service team for highly complex requests. Volume spikes no longer mean guests are left on hold, and the flexible approach means each property can operate efficiently while ensuring human touchpoints when necessary.

AI Concierge brings the same intelligence to the website and SMS, so a guest gets the same answers and real-time availability whether they call, chat or text; all in a single, branded voice.

In its first year on Traversing.ai, the property increased its incremental revenue by $2 million while delivering an elevated customer experience. On the phones, call abandonment dropped to zero with more than 60% of inbound requests answered without human involvement. This provided the team with over 10,000 hours saved to focus on upsells and VIP service. Guests noticed as well, with average ratings on Expedia and Booking.com increasing from 7 to 7.8/10 in a year’s time.