Caesars Entertainment properties in Las Vegas are using technology to enhance the guest experience with Ivy, a 24-hour virtual concierge service. With additional rollouts to Caesars Palace and The LINQ Hotel & Casino over the summer, Ivy is now live in more than 6,000 rooms within Caesars Entertainment Las Vegas Resorts.
Ivy, created by Go Moment, is an automated guest engagement platform for hotels powered by IBM Watson. Caesars Palace and The LINQ Hotel & Casino are the latest Caesars Entertainment resorts to introduce guests to Ivy, which initially launched at the Nobu Hotel at Caesars Palace and The Cromwell in December 2016. Ivy is expected to expand to Planet Hollywood Resort & Casino in February with planned rollouts to the remaining Las Vegas resorts in 2018.
After check-in, guests who have provided a cell phone number for their reservation receive a welcome message from Ivy encouraging them to text her with any questions or requests. Ivy can book dining, entertainment and spa experiences and facilitate housekeeping and maintenance requests. Ivy also surveys guests during their stay, which allows for quick recovery of unsatisfied guests in real time. Users may opt out of receiving messages from Ivy at any time.
Guests can continue to text with Ivy once they return home for common requests such as to obtain a copy of their folio or locate a missing item. Plus, when the automated Ivy is not sufficient, the hotels will have a staff of front desk agents to provide around the clock service to address requests or inquiries.
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