The news: Bilt announced a new travel partnership and AI assistant for its users, per press releases.

• Bilt and Forbes Travel Guide are partnering to create Bilt Verified, a portfolio of luxury hotels. Participating venues will receive highly targeted demand generation, direct booking, guest recognition, and modern commission payouts through Bilt’s Home Away from Home booking platform.
• Bilt’s AI agent Neighborhood Concierge will help members manage needs within the Bilt network, from help with rent or mortgage payments to booking fitness classes powered through the Neighborhood.

Why this matters: Bilt needs to prove its value to members after its refresh campaign was marred by rewards confusion and other mishaps. Despite Bilt’s Byzantine rewards redemption structure, a robust option of luxury hotels may soften cardholders’ chagrin when it comes time for cashing in points.

Neighborhood Concierge also attempts to meet members where they are, addressing immediate needs like maintenance requests and local grocery delivery—while boosting the network effect of Bilt’s ecosystem. 

Cash App’s Neighborhood has also been trying this approach, linking its Cash App users to local Square sellers, while also incentivizing network rewards.

Implications for payment providers: Rewards should be easy to redeem and use. To simplify spend and reward redemption, shopping and customer service AI assistants can personalize the user experience.