Relay Service Robots Improve Revenues and Transform the Guest Experience
Meet Alfred — the robot that boosted bookings, doubled room service revenue, and became a TikTok sensation at Dream Hollywood.
About
Dream Hollywood
A 178-room luxury high-tech hotel in the heart of Los Angeles, Dream Hollywood is a proving ground for creative guest services. When the hotel re-opened in October 2020 amid the COVID pandemic, it faced the same staffing shortages hitting the hospitality industry worldwide — and needed a smarter way forward.
Challenges
Reopening with fewer hands on deck
Returning to full service post-COVID meant doing more with less. Dream Hollywood needed a way to maintain its premium guest experience without relying on a full pre-pandemic workforce — while also standing out in one of the world's most competitive hotel markets.
Solution
Alfred — a robot built for the Hollywood experience
General Manager Vaughn Davis deployed a Relay autonomous service robot — named Alfred — to handle fast, efficient room service deliveries around the clock. From snacks and towels to amenities and drinks, Alfred took over the routine runs. Staff were freed up for high-value, high-tip interactions. The results were strong enough that Dream Hollywood upgraded to two Relay+® robots.
8,4k
deliveries in the first year
1M+
social media impressions in one year
400k
TikTok impressions from a single guest
96th
percentile for 5-star reviews
500
miles traveled
Testimonial
"We're delighted to cultivate a social media sensation like Alfred. One guest was responsible for 400K impressions on TikTok, which happened organically because our service robot is so cool."
— Vaughn Davis, General Manager, Dream Hollywood, California
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