Sept. 30, 2026
— Jeff Ward, Lehigh Valley News Briefs
The Historic Hotel Bethlehem has vowed not to use Artificial Intelligence agents and bots to serve customers.
Today, employees will use quill pens to sign the REAL People Promise, with REAL standing for for Relational, Engaged, Accessible, Local.
The Main Street landmark has been employing people to serve people since it was founded in 1922 and no AI revolution and data-center boom is going to change that, the hotel announced.
“This hotel is here today because more than 100 years ago the people of Bethlehem pooled their money to create a community hub. Generations of families have held everything from engagements to weddings and baby showers, to proms at the iconic location. It’s always been about the people and I’m committed to ensuring it always will be,” General Manager Kelly Ronalds said in a press statement today.
So the hotel won’t be bringing in bots. Each of the more than 200 employees will receive concierge training.
“Guests with questions will be able to go to literally any staff member for answers. Our team is ready to get to know you and help you customize an experience that perfectly meets your needs,” said Ronalds.
The Historic Hotel Bethlehem’s proprietary concierge training program includes lessons in etiquette, building communication skills and role-playing, practicing how to help guests. The employees are being shown every part of the hotel and taught about its legacy.
The concierge training goes beyond the bounds of the hotel, with the staff learning about travel routes, dining options and attractions. That will help promote other Lehigh Valley businesses.
“It’s important to note that they aren’t just gaining knowledge about the hotel, they’re learning about the entire Bethlehem community because that is the whole point of the REAL People Promise – building a real, human community,” Ronalds said.
The Historic Hotel Bethlehem has been a community hotel for more than 100 years. It has 125 guest rooms, two restaurants, two ballrooms and seven meeting rooms. It also has extended-stay suites, a conference center, boutique, spa, candy shop and the Hotel B Ice Cream Parlor, which serves Penn State Creamery ice cream.
The hotel overlooks the Moravian Industrial Quarter, a UNESCO World Heritage Site.
The hotel is affiliated with Historic Hotels of America, and has won USA Today’s #1 Best Historic Hotel in the Nation for five straight years.
Here’s the statement from the hotel:
Historic Hotel Bethlehem issues REAL People Promise, commits to avoiding AI agents and bot-based customer service
All staff will receive concierge training to provide REAL human customer service
- REAL stands for Relational. Engaged. Accessible. Local.
- Historic Hotel Bethlehem will not use AI agents or outsource customer service
- Every staff member, more than 200 in all, is receiving extensive concierge training
Bethlehem, PA (September 30, 2026) – While other hotels and resorts rush to implement chat bots and AI agent customer service, today the team at Historic Hotel Bethlehem issued its REAL People Promise. It’s a commitment to Relational, Engaged, Accessible and Local customer service. “This hotel is here today because more than 100 years ago the people of Bethlehem pooled their money to create a community hub. Generations of families have held everything from engagements to weddings and baby showers, to proms at the iconic location. It’s always been about the people and I’m committed to ensuring it always will be,” said Hotel General Manager Kelly Ronalds.
Every member of the more than 200 person staff is receiving concierge training
Rather than invest in bots, the hotel is investing in concierge training for each of its more than 200 employees. “Guests with questions will be able to go to literally any staff member for answers. Our team is ready to get to know you and help you customize an experience that perfectly meets your needs,” said Ronalds.
Historic Hotel Bethlehem’s proprietary concierge training program includes etiquette lessons, interpersonal communication skill building and role playing practice. Associates are also touring every part of the hotel and learning about its historic legacy along the way. They’re studying all they can about local travel routes, dining options, attractions, activities and services. Ronalds noted, “It’s important to note that they aren’t just gaining knowledge about the hotel, they’re learning about the entire Bethlehem community because that is the whole point of the REAL People Promise – building a real, human community.”
About Historic Hotel Bethlehem
Historic Hotel Bethlehem, located adjacent to the newest US UNESCO World Heritage Site in the heart of Historic Moravian Bethlehem, is celebrating over 100 years as a community hotel. Guests enjoy the luxury historic destination hotel’s original 1922 elegance in its 125 guest rooms, along with the grandeur of the lobby, two distinct restaurants, two elegant ballrooms and seven meeting rooms. The hotel also offers nine new Extended Stay Suites, an Executive Conference Center, Ladies Boutique Shoppe, Steel Magnolia Spa & Salon, Grandpa Joe’s Candy Shop, and the Hotel B Ice Cream Parlor serving Penn State Creamery ice cream. The hotel is affiliated with Historic Hotels of America, a program of the National Trust for Historic Preservation. USA Today named Historic Hotel Bethlehem the “#1 Best Historic Hotel in the Nation” for five straight years 2021-2025. For more information visit hotelbethlehem.com.
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The REAL People Promise
We promise to be REAL. That means Relational, Engaged, Accessible and Local.
The community collaborated to build Historic Hotel Bethlehem more than 100 years ago. That community always has been and always will be at the heart of our mission. We promise.
Relational
When you stay at Historic Hotel Bethlehem, you become a part of our community. We want to know you and your family. You’ll make your reservation with a real person. A friendly bellman will greet you on arrival and you’ll check in with a knowledgeable concierge. Every step is all about you. Our relationship with you doesn’t just last a lifetime, it will last for generations.
Engaged
While the hotel is elegant, we also want to help you explore and engage with the beautiful historic city you came to visit. We love it and we know you will too. Our team gets to know you and will build a tailored itinerary that engages you with our community. Everyone on our team is trained as a concierge. That includes our housekeepers, engineers, Ice Cream Parlor and Shoppe staff. Each of our more than 200 team members is prepared to get to know you and help you engage with the community.
Accessible
There are no AI agents here. When you need to talk to someone about your stay, your wedding, your party, or special event, a real person is here for you in the building. Need a custom menu? You’ll meet with our Chef. Want to plan a themed-bridal shower? A hotel event specialist is excited to help. Celebrating an anniversary? Our restaurant manager will customize your special occasion.
Local
Our team is local, people who live in and love Bethlehem and the Lehigh Valley. We don’t outsource customer service or replace it with chatbots. When you ask for the best local restaurant recommendations, you’ll get the inside scoop from someone who lives here. When you want to know the best time to visit a museum to avoid crowds, our local team knows all the secrets. Our partnerships with local historic sites and destinations ensure that you have a real vacation experience, not a cookie cutter stay.
Our Promise to You
While some hotels are allowing kiosks, chatbots, AI agents, and robots to replace real people, we are committed to doing the opposite. We will continue to make history by preserving our legacy of providing inter-personal warm and welcoming hospitality. We promise to keep that REAL commitment.
