[Chimes and relaxing music.]

Voice 1:

Located right by the luscious greenery of Hyde Park,

we offer you a peaceful oasis.

Take a break from the hustle and bustle of the city

and indulge in the exquisite dishes of our world-class restaurant,

soak in our chlorine-free pool,

or experience the epitome of relaxation in our in-house spa.

Leave your worries by the door

and let our experienced staff take care of you.

What are your plans tonight?

Would you like a reservation at a fully-booked Michelin star restaurant?

Don’t worry. Leave it with us.

Are red M&Ms your favourite snack?

What a coincidence —

there is a bowl of them waiting in your room.

There you will also find freshly cut flowers in your favourite colour

and complementary robes made of pure silk.

Step into the bathroom to enjoy the waterfall shower

and your favourite brand of hair and skincare products.

We remember what you like.

Welcome to the Prestige Hotel!

[Sounds from a busy office.]

Voice 2:

Behind the scenes — it’s a tech monster.

It’s as ugly as those QR codes

and self check-in kiosks you see in the budget hotels.

Apps, AI, booking systems and algorithms —

all cogs on our intricate wheel.

The best part?

We can operate every single one

without losing eye contact with you.

That’s part of our training —

the customer always comes first.

We are your best friend away from home.

A personalised hand-written note in your room —

did I use AI to write it?

Yes.

Of course!

How did I remember that you love Japanese fusion food?

It’s on file in our cloud system!

This machinery is the backbone of our whole operation.

Every single detail from your last visit,

every single communication,

Instagram deep-dives and newspaper articles about you —

it’s all there.

It might disappoint you to hear this,

but how else are we supposed to offer the service

our A-list guests demand?

We are not superhumans.

No one is.

There are only so many details we can remember about you.

This tech is here to support us — to support you.

We are asked to do the impossible on a daily basis,

with a smile on our faces.

To do this, we need a little help.

It frees us up to offer the best customer service money can buy.

[END]