Published 23 Jun 2025· via Google Cloud Blog· Blog post
IHG Hotels & Resorts and Radisson Hotel Group Use Google Cloud AI to Transform Travel and Hospitality Experiences
IHG Hotels & Resorts, Radisson Hotel Group · Consumer & Food · United States
+50%
revenue
As reported by the source; not independently verified.
Summary
IHG Hotels & Resorts and Radisson Hotel Group use Google Cloud AI to enhance guest personalization, trip planning, and operational efficiency in travel and hospitality.
IHG integrates Google Vertex AI and Gemini generative AI models in its mobile app to provide personalized travel planning and recommendations.
Radisson collaborates with Accenture and Google Cloud to use Vertex AI and Gemini for AI-driven multilingual ad personalization, increasing ad productivity by 50% and revenue by 20%.
Generative AI-powered agents handle 55% of customer questions rapidly without human intervention, streamlining guest services with multimodal input capabilities.
The problem
- 01The travel and hospitality industry faces challenges in enhancing guest personalization, trip planning, guest services, and operational efficiency.
- 02Increasing competition requires advanced AI capabilities to deliver differentiated customer experiences and improve marketing effectiveness.
What they built
- 01IHG deploys Google Vertex AI and Gemini models to build AI-powered personalized trip planning in their mobile app.
- 02Radisson uses Vertex AI and Gemini with Accenture to automate multilingual ad personalization and optimize marketing campaigns.
- 03Generative AI agents interact with guests using text, images, and video to provide context-aware responses and handle vast volumes of customer inquiries.
- 04Companies leverage Google Cloud BigQuery to manage extensive customer data and training datasets for AI models.
Reported results
- 01Radisson achieved a 50% increase in ad team productivity and a 20% revenue increase through AI-driven campaigns.
- 02IHG offers enhanced travel planning capabilities to improve guest satisfaction and loyalty.
- 0355% of customer questions are rapidly answered by AI agents, reducing human agent load and improving service speed.
- 04Operational efficiency improved significantly with AI automation throughout guest services and marketing workflows.
- Built personalized trip planning in app
- Automated multilingual ad personalization
- Improved guest satisfaction and loyalty
- Handled customer questions with AI agents
Source
Google Cloud Blog
Blog post · 23 Jun 2025 · Published by a vendor
How this deployment compares
Computed from the library · data 10 Nov 2026This is the only IHG Hotels & Resorts deployment in the library. It is one of 54 customer personalization deployments, 4 of them in Consumer & Food. Its reported 50% increase is within the typical range (median 40% across 67 figures).
IHG Hotels & Resorts in the library
The only IHG Hotels & Resorts deployment in the library
Too recent to judgeFollow-through is judged once a record is 1 year old; this one is 17 months old.
Same pattern, whole library
One of 54 customer personalization deployments
- Consumer & Food accounts for 4 of them (7%), ranking #6 of 12 industries.
- 21 records of this pattern came before it; 24 have been published since.
- Only 12 of the 54 put a number on the result (22%).
- Microsoft44%
- AWS35%
- GCP22%
- Amazon Bedrock 16
- Azure AI 8
- Vertex AI 8
- BigQuery 8
- Azure OpenAI 6
- Amazon SageMaker 5
Outlined: used in this record.
Shares describe this library, not the whole market.
Results against peers
50% increase is within the typical range
Across 67 revenue & growth figures (all industries), the median increase is 40%; the middle half falls between 15% and 150%.
This recordMiddle half of peers
- Customer experience50 figures, all industries · middle half 20%–90%28%median increase
- Time & speed283 figures, all industries · middle half 30%–76%50%median reduction
Peer figures are as reported by their sources; percentage claims only.
How we checked this record
Evidence tier: supported
A credible source with a named customer, but not the organization's own account.
- Named organization
- IHG Hotels & Resorts, Radisson Hotel Group
- Who published the source
- The technology vendor
- Deployment status
- Production (confidence 95%)
- Quantified result
- The source reports at least one figure
- Summary checked against source
- 4 / 5 agreement
Last re-checked 13 Jun 2026.
This record is evidence for
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