'LOULOU doesn’t replace the human experience. It strengthens it’

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By Jennifer Glatt | Mint Pillow

Dawn Spann is a hospitality pro who thrives on helping hotels and spas deliver standout guest experiences by blending smart tech with a human touch. Now a partner at LOULOU.ai—a voice and text AI agent—she’s all about tone, timing and vibe. With a background that includes top-tier properties like Mii Amo and Cliff House, Dawn knows what it takes to meet five-star standards while making every guest feel truly seen. 

What problem does LOULOU AI solve best?
LOULOU steps in where hospitality teams are stretched thin—solving for labor shortages, inconsistent service and missed opportunities. We take on the high-volume, repetitive communication (calls, texts, WhatsApp, emails) so that staff can focus on the moments that really matter. With LOULOU, no guest is ever left waiting and no brand ever sounds off-message.

What’s been the biggest hurdle working with hotels so far?
Legacy systems and a healthy skepticism. A lot of properties are still operating with outdated tech or fragmented platforms that don’t talk to each other. And anytime you mention AI, especially in luxury, there’s a concern it will feel impersonal. This is where LOULOU stands out because we are hospitality veterans creating tech for hospitality. LOULOU doesn’t replace the human experience. It strengthens it.

What’s something hotel clients have said that surprised you?
One spa director told us, “LOULOU is the first tech solution I’ve rolled out that my team actually thanked me for.” That stuck with us. We built LOULOU to make things easier—but hearing that it lifted morale and gave teams breathing room? That's the kind of feedback you hope for.

How do you handle guest data privacy and AI ethics?
We don’t compromise on trust. LOULOU is built with end-to-end encryption and strict compliance with GDPR and other global standards. We don’t sell data, period. Ethically, we keep things simple: our AI exists to support—not manipulate—human interactions. That means transparency, discretion and staying aligned with the brand’s values, always.

What’s next for LOULOU AI in the hotel space?
We’re building toward a fully connected guest journey, from the first inquiry to the post-stay thank you. That means deeper integrations with PMS, POS and spa booking platforms so the experience feels seamless on both sides. The goal? Relieving our teams of repetitive tasks, giving them back the time and space to focus on what truly matters—creating the kind of in-person magic that only real human connection can deliver.

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