What is the Bilt Neighborhood Concierge?
The Neighborhood Concierge is a central, conversational service built directly into Bilt. It’s designed to help you take action across your membership, not just find answers. Because it’s integrated with your home, the concierge can go beyond summarizing and support. From paying rent to restocking your pantry and managing reservations, it helps simplify your everyday - all in one seamless conversation.
Where can I find the Neighborhood Concierge?
To start a conversation:
- In the app: Tap the bell icon at the bottom center of your screen.
- On the web: Click the bell icon in the top right corner.
Is there a cost to use Neighborhood Concierge?
Neighborhood Concierge is a complimentary benefit included with your Bilt membership.
Who has access?
The Bilt Neighborhood Concierge is currently in beta and available to a select group of Bilt members. Features and availability may evolve during beta. Some capabilities are rolling out over time and may not yet be available in all areas at this time. We’ll share updates as access expands.
If I live in a Bilt building, how do I submit a maintenance request using the Bilt Neighborhood Concierge?
The Bilt Neighborhood Concierge is currently in beta and available to a select group of Bilt members. If your building is currently connected to the beta, you’ll be able to engage with the concierge accordingly. If not, the concierge will inform you that your building is not yet connected.
How does the concierge work?
The Neighborhood Concierge is powered by AI, and is available to Bilt Members 24/7. Responses are delivered in real time: simply stay in the chat window to see replies as they come in.
It’s designed to understand your questions within the context of Bilt and take action on your behalf — whether you’re asking about Bilt Points, making a residential payment, planning your next vacation, or getting help with your account.
While the concierge is built to provide accurate and helpful information, it may occasionally make mistakes or provide incomplete guidance. If additional review is needed or the concierge can’t complete your request, you can request that a Support specialist review your issue.
What can I ask the concierge?
You can ask the Bilt Neighborhood Concierge to:
- Explain how to earn and redeem Bilt Points
- Make a residential payment on your behalf
- Secure a dinner reservation
- Restock your pantry
- Explore partner merchants with member-only benefits
- Give details about Rent Day rewards
- Book a nearby fitness class
- Share information about Elite Status
- Navigate features in the Bilt app
- Answer general account questions
…and more.
If you can do it in the Bilt app, the concierge can typically handle it for you or guide you step-by-step. It’s designed to go beyond traditional support and help you make the most of your home and neighborhood.
What can’t the concierge do?
For your security and privacy, certain sensitive account actions require additional verification and cannot be completed directly by the concierge. These include:
- Deleting your account
- Changing your phone number or email address
- Updating secure login credentials
- Accessing or displaying sensitive information
If one of these actions is needed, the Neighborhood Concierge will inform you that a Bilt Support specialist will step in to assist securely within the conversation.
What should I do if the concierge gives the wrong answer?
While the Neighborhood Concierge aims to provide accurate and helpful information, it may occasionally make mistakes or provide incomplete responses.
If something doesn’t look right, you can:
- Ask the concierge to clarify
- Rephrase your question
- Request that a Bilt Support specialist review your issue
A human specialist can join the conversation at any time if additional assistance is needed. Policies may vary depending on the partner or merchant involved. You’ll also be able to provide feedback within the concierge experience to help improve future responses.
How do I view my past conversations?
Tap the bell icon to open Neighborhood Concierge, then select the “conversations” icon (three-line menu) to see your previous chats. Your conversation history is saved so you can return to it anytime.
Is my information secure?
Yes. The Bilt Neighborhood Concierge is secure and safe to use for general account questions and membership support. For your protection, please don’t share highly sensitive information such as full credit or debit card numbers, account numbers, or Social Security numbers in chat. If secure details are required, a Bilt Support specialist will step in with instructions to continue safely.
How does the concierge personalize my experience?
The Neighborhood Concierge may use your membership details, preferences, and past activity within Bilt to provide more relevant recommendations and take action on your behalf.
Will my information be shared with merchants when I make a request to the concierge?
Only the information necessary to complete your request is shared with participating partners.
Can I delete my conversation history?
If you’d like your chat history removed, just let the concierge know and a Bilt Support specialist will step in to assist you.
Are there limits to how many actions I can request with the concierge?
There’s no set limit to how many questions or actions you can request through the Neighborhood Concierge.
To ensure a safe and reliable experience for all members, we may monitor for unusual or abusive activity. In rare cases, activity that violates our terms may be restricted.
Can I opt out of Neighborhood Concierge?
Bilt Members are not, at any point, required to use Neighborhood Concierge.