Relay Delivers Revenues and a Great Guest Experience at Westin Buffalo
Meet Chip — the robot that became a Buffalo Bills superfan, a wedding ring bearer, and one of the hotel's biggest revenue drivers.
About
The Westin Buffalo
A 117-room urban retreat in the heart of downtown Buffalo, The Westin is a Marriott Distinctive Property steps from the city's architecture, arts, and sports venues. One of New York's first hotels to integrate a service robot with in-room AI, guests simply say "Hey Alexa, I need a toothbrush" — and Chip shows up at the door.
Challenge
A downtown hotel that wanted to lead, not follow
With two on-site restaurants, a marketplace, and a steady flow of families, sports teams, and business travelers, The Westin Buffalo needed a smarter way to handle deliveries, drive ancillary revenue, and create a guest experience worth talking about — especially during short-staffed nights and peak weekends.
Solution
Chip — a robot built for Buffalo and beyond
Deployed since 2016, Chip handles towels, sundries, snacks, meals, and cocktails with an average delivery time of four minutes. His charging station sits strategically between the front desk, marketplace, and restaurant — keeping every revenue center connected. He's been a wedding ring bearer, a Make-A-Wish messenger, and has appeared on NFL's Sunday Night Football dressed in Bills gear.
50k+
deliveries since 2016
200
average deliveries per month
4
min average delivery time
5
stars ratings trigger a live robot dance
500
miles traveled
Testimonial
"The robot is a huge piece of our revenue. Gift shop items, in-room dining orders, even cocktail and happy hour are all up because of his presence."
— Zak Rambuss, Assistant General Manager at The Westin Buffalo, New York
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