Key takeaways
- Motel One has been using a custom-developed AI solution from DialogShift for guest communication since March 2025.
- In the month before the review, around 20,000 guests used the chatbot to find information and navigate.
- The chatbot consolidates information about all Motel One hotels and answers questions about individual properties even outside the respective hotel page.
- A significant portion of interactions leads to a redirect to the Motel One booking engine (IBE).
- As the latest step, DialogShift developed a Google Maps Agent for Motel One that supports guests directly from the map view.
How does Motel One use DialogShift's AI?
"With the AI solution from DialogShift, we have seamlessly integrated our guest communication into our central content management system, creating the foundation for consistent and scalable information across all our hotels. The intensive testing and optimization phase was crucial to ensuring quality and scalability. Today, the chatbot is an integral part of our digital service strategy and makes a measurable contribution to conversion optimization," says Max Brodersen, Director of Digital Marketing at Motel One.
The collaboration began with several test and pilot phases, during which Motel One and DialogShift evaluated various use cases together. Based on this, the solution was seamlessly integrated into the hotel group's central content management system.
The chatbot consolidates information about all hotels and can answer specific questions about individual properties, even when users are not on the respective hotel page. This allows the solution to provide consistent, brand-compliant communication across the entire website.
What measurable value does the chatbot deliver for Motel One?
The usage results from the past month underscore the operational value of the solution: A significant portion of interactions leads to a redirect to the booking engine (IBE), demonstrating the relevance of the chatbot as a digital service and sales channel.
Building on these results, the collaboration is being continuously expanded. As the latest step, the DialogShift Google Maps Agent was developed for Motel One, which supports guests in their search for information and bookings directly from the map view, thereby covering another key touchpoint.
"Motel One demonstrates how AI-supported guest communication can be sustainably established within an international hotel group—from the pilot phase through the rollout to the continuous expansion of additional channels," says Olga Heuser, founder and CEO of DialogShift.
About the companies
About Motel One
Motel One is an internationally successful design hotel group based in Munich. The brand stands for high-quality design, central locations, and a consistent service and brand concept at attractive prices.
About DialogShift
DialogShift is the market leader for AI in guest communication for the hotel industry in the DACH region. Over 1,200 hotels (from well-known hotel chains to family-run properties) are supported by the Berlin-based company's hotel AI.
Media contact DialogShift
Nora Erdbeer-Djuric Head of Marketing
nora.erdbeer@dialogshift.com
+49 30 400 417 15
