Hotel Tech-in is our regular feature that takes a closer look at emerging technology in the hospitality industry. 

A hotel outside of Orlando, Florida, is leveraging artificial intelligence to better support guests’ needs and capture more bookings in order to focus more on actual hospitality.  

Magic Moment Resort & Kids Club is the first hotel in the U.S. to partner with London-based Worldie AI and deploy its digital concierge technology, per the resort. Located in Kissimmee, Florida, the resort is also Wyndham Hotels & Resorts’ first Dazzler Select by Wyndham property, a soft brand launched in 2025 for hoteliers in the economy lifestyle segment. 

Carina Radonich, owner and CEO of Magic Moment Resort, told Hotel Dive that she reached out to Worldie AI earlier this year after discovering how the software was able to capture millions of direct bookings from interested guests by answering their questions and prompting them to book. Its ability to deliver real results ultimately pushed Radonich to initiate contact. 

After several months of back and forth, Worldie AI designed a pilot program tailored to the resort’s business needs. The rollout is expected to launch in early June, nearly coinciding with Magic Moment Resort’s 10-year anniversary celebration on May 28. 

With Worldie AI first launching at the luxury SLS Dubai Hotel & Residences, Radonich saw an opportunity to bring the technology to the midscale segment as well. By integrating the solution at Magic Moment Resort, the midscale property “can really stand out from the rest,” she said, and hopefully lead to further adoption across the segment.

A focus on hospitality

With Worldie AI, hotel staff will gain back some of their time to focus on “intentional hospitality,” which is what they’re there to provide, according to Radonich. 

The technology serves as an “on-the-go” concierge and communicates with guests directly on their phone, Radonich said. 

Guests can scan QR codes, which will be available in every hotel room, to chat with a bot that can answer direct queries across 88 different languages. 

For example, guests might inquire about the weather, activities or travel time to the airport, or ask for recommendations, including nearby restaurants, bars or pharmacies. They could even request more towels or fresh sheets sent to their room as well as voice any concerns about their stay to the mobile concierge. 

By handling such tasks, hotel staff, including front desk agents, can focus on more personal and high-level interactions with guests, Radonich explained.

Integration capabilities

Unique to Magic Moment Resort, Worldie AI connects directly with Oracle OPERA, the hotel’s property management system. Ira Vouk, founder of the AI Hospitality Alliance, previously told Hotel Dive that AI can help solve fragmentation through integration. 

Most importantly, Radonich said, the software connects all of the resort’s social media channels into one cohesive platform and integrates the data into the hotel’s customer relationship management system.  

The system can aggregate inquiries from social media, including Instagram and TikTok, into a dashboard and classify them as repetitive questions versus booking intent signals. Guests looking to book will be routed to the PMS for immediate reservation assistance, a feature available 24/7. This also relieves some of the workload placed on hotel staff, who aren’t always available to assist with bookings. 

The software also captures contact information of guests, with their permission, including phone number, email and their country of origin, which can be used to craft better and more effective marketing campaigns.

“It’s really difficult to centralize all the information in only one platform, and this is why this program is different from any other right now in the hospitality business,” she said. “That’s why we feel we are really pushing the boundaries and going above and beyond, since our hotel is [a] mid-scale [property].” 

Additionally, the software will be able to answer questions and connect with guests using “our language, with our values and our voice,” Radonich said.  

Importance of human touch

Radonich emphasized the importance of preserving the human touch at the front desk. A recent survey from hospitality platform Mews found that 59% of hoteliers believe that the front desk and check-in should be human-led. 

Hospitality is primarily driven by the human connection, Radonich said, and is the main way to leave an impression on guests. 

“When you eliminate the personal touch, you eliminate the emotional part of the connection, which is so important for the guests,” she said, adding that hotels are remembered for the feeling they give, not for their design or amenities.

With Worldie AI, Randonich anticipates the resort will “have more opportunity to hire people that really have hospitality in their veins, that really are doing their job because they love it, they want it, and they have the intention to do it in the best way possible.” 

She believes that if the program is a success and delivers more bookings or higher guest satisfaction, it could lead other Wyndham properties to adopt the technology. 

“This is a test right now … but when everything starts working, I’m sure that people will see this as a no-brainer,” Radonich said.