ALL Concierge Launches Across Accor Platforms

Accor launched ALL Concierge on Sept. 24, 2026, following a pilot phase that began in July 2025. The service was developed using insights from more than 1 million guest conversations during the pilot.

ALL Concierge is available on the ALL.com website in 11 languages and on WhatsApp and iMessage. On the ALL Accor mobile app, it is available in four languages across five points of sale, with deployment across all points of sale planned by the end of the year. The service is set to expand to all languages by year-end.

The conversational interface supports guests from travel planning through post-stay support. It can suggest hotels based on vacation style, mood or experience; provide property information, including breakfast hours, restaurant menus and spa details; direct users to Accor’s booking platform; confirm bookings; and answer questions about existing reservations.

Other current functions include inspirational discovery, hotel research and comparison, booking management, real-time support and ALL Accor member recognition.

ALL Concierge provides contextual responses in real time, with an average response time of a few seconds or less. The service recognizes returning guests and uses preferences, past stays and loyalty profile information to provide responses. Complex inquiries or specific requests can be transferred to a support team member.

Planned additions include contextual assistance based on the section of the platform a user is visiting, hotel comparisons on a map using AI-synthesized customer reviews, and destination comparisons based on specified criteria.

Other planned functions include recommendations on earning and using ALL Accor program points and benefits; partnership reminders, including Air France, with loyalty-account linking and points earning across both programs; and recommendations for events and local experiences through partners including Fever. Members can book those activities using ALL reward points.

The planned expansion also includes the ability to modify or cancel bookings within the conversational interface, retrieve hotel invoices after a stay, and claim or track loyalty points. Guests will also be able to speak directly with ALL Concierge through a voice function integrated with Accor Contact Centers and hotel phone lines.

Separately, Accor introduced The Butler, an AI-powered companion for hotel teams. The Butler provides teams with information, guidance, advice and recommendations and connects them with human experts when needed.