RBS acquires Zeko to boost AI-driven guest experience in hospitality

NEW DELHI: RBS has acquired Zeko, signalling a sharper push into AI-led innovation across the global hospitality sector.

The move strengthens RBS’s ambition to build a unified, intelligent platform that simplifies hotel operations while enhancing guest experience. With Zeko’s technology now in the mix, the company is adding a layer of automation that spans the entire guest journey, from pre-arrival interactions to post-checkout engagement.

Zeko’s platform brings together AI-powered upselling, WhatsApp automation, digital check-in and real-time concierge services into a single system that integrates with existing hotel management software. The result is a more seamless, personalised stay for guests, alongside operational efficiency for hotel teams. Hotels using the platform have reported revenue gains of up to 20 per cent through improved engagement and ancillary sales.

RBS chief executive officer Glenn Turner said, “The guest experience is where hospitality businesses win or lose. Zeko gives operators a proven, intelligent layer that engages guests at every touchpoint, from the moment they book to the moment they check out. Adding that capability to the RBS platform is a meaningful step forward for the operators we serve.”

For Zeko, the deal opens the door to wider global deployment. Zeko founder and chief executive officer Manit Deep Prashar said, “Joining forces with RBS enables us to scale our guest engagement platform across thousands of properties globally. Together, we are extending that capability worldwide, enabling operators to automate workflows, unlock new revenue streams and deliver seamless guest experiences.”

The acquisition underlines a broader shift in hospitality, where AI is moving from a novelty to a necessity. As guest expectations rise and operations grow more complex, platforms that blend automation with personalisation are fast becoming the industry’s new standard.