Iconic Sydney waterfront hotel Pier One Sydney Harbour has announced a partnership with travel curation and technology platform Exceptional ALIEN to launch an ‘interactive concierge’ – an innovative new offering connecting hotel guests with insider tips and recommendations from local creators – think notable artists, chefs, musicians, entrepreneurs, and more. Offering ‘a key to the city’, the experience provides in-the-know curated recommendations that invite guests to discover a more authentic stay through local eyes.
Travellers often face challenges finding the best things to do in a new city. The sheer volume of information available online can be overwhelming, including fake reviews and unchecked sources. Pier One Sydney Harbour and Exceptional ALIEN aim to both simplify and enhance the process for hotel staff and guests, by providing complimentary access to authentic, personalised recommendations before guests even check in.
The experience features a collection of 20 Sydney ‘gems’, insider tips, and an interactive map to guide guests in discovering the authentic side of Sydney – from bucket list moments to arts and culture experiences, hidden sunset views, nature spots, food and drink must-do’s, and dog-friendly local experiences for guests of Sydney’s most pet-friendly hotel.
Designed as a simple ecosystem, guests scan a QR code via various hotel touchpoints including pre-arrival email, check-in key wallet, in-room entertainment videos, and through hotel staff. The experiences were carefully curated by Pier One and Exceptional ALIEN, including input from Pier One’s Chief Concierge, Eugene Chang, who is a member of the international Les Clefs d’Or, a global association of concierges worldwide that pride themselves on providing utmost personal service and quality.
Having just launched, the partnership is already striking a chord with hotel guests, with over 85% of new guests interacting with the experience in the first 48 hours, and a high average engagement time of approximately 1.5 minutes per user.
“The hotel is a traveller’s centre of gravity in a new destination, and our guests come to us for authentic and unique recommendations more than ever before. Our partnership with Exceptional ALIEN brings trusted local knowledge together with a seamless technology-led experience for guests that is perfectly aligned with our goal to connect travellers with a real and authentic side of Sydney. We couldn’t be more excited to bring the trusted community inputs of Exceptional ALIEN together with the expertise of our talented Concierge team,” said Kim Mahaffy, General Manager of Pier One Sydney Harbour.
In today’s fast growing creator economy, creators and local artists play a pivotal role in shaping consumer experiences. As of 2024, the global creator economy is valued at $200 billion and growing at a CAGR of 22.5%.¹ As travellers seek authentic, personalised experiences that resonate with their interests, this initiative is timely for the hotel sector.
“Over 85% of travellers express a readiness to explore local hidden gems rather than conventional tourist hotspots.² Pier One Sydney Harbour, Autograph Collection is well ahead of the curve in their curation and offerings of unique local experiences, and we are excited to partner with Pier One to help provide guests with personalised curation that meets guests in the moment,” said Michael Canning, Founding Partner, Exceptional ALIEN.
As part of the partnership, Pier One is also welcoming a host of creatives and travel experts to stay at the hotel and share their local area recommendations via their own curated Travel Playbooks. The partnership has already seen creators including acclaimed Australian Singer-Songwriter G-Flip share recommendations for local music hotspots and culture following their stay at the hotel.
“The interactive concierge is like a ‘key to the city’ for guests, and is already making a strong impression. We are excited to combine our hotel expertise with the 24/7 visual interface of Exceptional ALIEN, to provide an exceptional and bespoke experience,” said Eugene Chang, Chief Concierge at Pier One Sydney Harbour.
