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Hospitality
From the first enquiry to check-out, and every stay after.
Agents that know a rate from its conditions answer guests on WhatsApp, calls and email, and do the work in your reservation and guest systems.
Agent at work: the agent answers a WhatsApp enquiry about a family room, then a call about a late check-out, checking your systems and rules at each step.
Your rules: the agent’s configuration, built with your team. Rates and conditions come from your systems, some decisions stay with your team, and the agent can only do what you permit.
What you see: the Overview shows conversations by hour with evening and weekend peaks, the top reasons for contact, the four agents and what was handed to your team today. Insights shows quality against your standard and two recommendations.
- A guest asks about a family room at 23:05
- The agent checks live availability and the member rate
- Discounts below the member rate stay with your team
- The room is booked and the guest’s profile updated
- A second guest calls about a late check-out
- Late check-outs after 2pm go to your front office
- Confirmed for 2pm, and the front office will call
- Your rules, set up with your team
- Rates and conditions come from your system
- Some decisions always stay with people
- The agent can only do what you permit
- Peaks after 9pm and at weekends: when your team isn’t there
- The top reasons guests get in touch
- Four agents, and what each resolved today
- What reached your team today, and why
- Every conversation scored against your standard
- Where a process keeps causing calls
Every guest answered. Nobody asked to start again.
Guests get the same standard of answer at any hour, from your own systems, and your team gets the conversations that need a person, with the history attached.
Salesforce, State of the Connected Customer, 2023
56% of customers often repeat themselves to different people
Salesforce, State of the Connected Customer, 2023
55% feel they deal with separate departments, not one company
Zendesk, CX Trends Report 2025
63% would switch after one bad experience
Works with the systems hotel teams run
Don’t see your system?
Most hotels run a property management system and a central reservations system built for hospitality. If yours exposes an interface, the agent can act on it, and we build that connection during implementation.
See every integrationLogos are trademarks of their owners. Their use shows systems our agents can connect to and does not imply partnership or endorsement.
Sold-out weekends flood the line. Check-out morning floods it again.
Where hotel conversations go wrong
Direct bookings leak overnight
A guest who asks about a room at 11pm and gets no answer usually books the same room on a travel website by morning.
Requests wait behind reservations
An extra bed or a late check-out waits in the same queue as new bookings, and the guest asks again at the desk.
Complaints surface after check-out
A problem raised with housekeeping, then reception, then by email, is often first seen in a public review.
Built around how a hotel looks after its guests
Three jobs that decide whether guests come back: answering enquiries, getting the details right before arrival, and putting things right during the stay.
Daniel Weber asks at 23:05 about a family room at the beach resort. The agent checks availability, the rate’s conditions and his loyalty status, books reservation RS-5532 with his preferences and sends the confirmation. When he asks for a better price, rates stay with your reservations team and Mona receives a brief.
- A guest asks about a room at 23:05
- Checks live availability and the rate’s conditions
- Recognises a returning gold member
- Books the room with the guest’s preferences
- Sends the confirmation and updates the profile
- Rates stay with your reservations team
- Mona gets the brief, not a lost booking
Reservations and enquiries
Every enquiry answered while the guest is still choosing
Room and rate questions, at any hour
A guest who asks at 11pm gets real availability and the conditions of the rate, not a contact form.
Booked within your rate conditions
Changes and cancellations follow each rate’s rules, so nothing is promised that the rate doesn’t allow.
Tables, spa and transfers booked too
Requests land in the right team’s calendar, and the reservation carries the guest’s preferences.
The deposit for Sara Haddad’s reservation RS-6104 falls due. The agent checks consent and sending hours, sends a WhatsApp reminder, explains that the rate needs a deposit before arrival, adds her airport transfer, and she pays by link. A group booking’s request to change deposit terms goes to your sales team with a brief, and the week’s totals follow.
- A deposit falls due in your system
- Checks consent and sending hours
- The reminder goes out on WhatsApp
- Rate conditions decide what the agent can offer
- Paid by link, with a transfer added
- Group terms go to your sales team
- This week, at a glance
Deposits and pre-arrival
Guests ready before they arrive, without chasing them
Deposit reminders from the reservation
Sent before each deadline to guests who’ve opted in, within the hours you set.
Pre-arrival requests captured early
Arrival time, transfers and room preferences collected in the conversation and added to the reservation.
Exceptions go to your team
Requests to change a deposit or group terms arrive with a brief, for your team to decide.
Lena Fischer in room 1208 reports that the air conditioning isn’t working, with a photo. The agent checks the room and stay, logs ticket ENG-3907 with the photo and sends an engineer. That evening she says it’s still too warm, and the duty manager receives a brief with the full history.
- A guest reports a fault with a photo
- Checks the room and the stay
- Logs it with engineering, photo attached
- Sends an engineer and tells the guest
- A complaint goes to your duty manager
- With the whole history, before check-out
The stay and service recovery
Every request fixed before the guest checks out
Requests taken from the room, at any hour
A guest reports a problem with a photo, and it reaches the right department straight away, not after a call to reception.
Logged against the room and the stay
In your service system, with a technician or housekeeping visit booked.
Complaints go to your duty manager
With the full history attached, so the guest never explains twice.
Your hotel agent, at work
Four situations every hotel knows, from a sold-out weekend to the monthly report. Watch what the agent does, and what it hands to your team.
Friday at 19:02, three guests message at once: Hannah Brooks, Yusuf Demir and Rohan Mehta. The agent answers each from live availability: Saturday is sold out, so Hannah joins the waitlist; Yusuf’s stay moves to 5 December within his rate’s conditions; Rohan’s arrival after midnight is noted on his guaranteed reservation. Changes are made only within each rate’s conditions, and five requests go to reservations with briefs, among them Daniel Weber’s request for a rate below the member rate. Only then does the weekend’s summary appear: 640 conversations, 52 changes made and 5 handed to your team.
Three guests arrive on Thursday, all opted in to messages. For Sara Haddad, reservation RS-6104, the agent checks her consent to WhatsApp and the sending hours, then sends a pre-arrival message. She replies with her arrival time, her husband’s nut allergy and their anniversary. The agent adds all three to the reservation and her guest profile, flags the allergy to the restaurant team, who decide any menu changes, and tells housekeeping about the anniversary.
Shamma Al Dhaheri, a guest in room 418, asks in Arabic for a table for four tonight, and in English for a couples’ massage tomorrow afternoon and the private dining room on Saturday. The agent finds her stay, checks the restaurant’s availability and the spa calendar, books the table for 20:00 and the massage for Friday at 16:00, and adds both to her reservation. The private dining request goes to your events team with a brief, and she is confirmed on WhatsApp in Arabic and English.
The September insights show the top reasons guests got in touch and what was resolved without your team. The agent writes the summary in plain English, with what was resolved and what went to your team, finds a recurring cause (parking questions spike before weekend arrivals, because the arrival guide does not mention valet) and recommends adding valet details to the pre-arrival message, then posts it to your leadership channel.
- Friday, 19:02: three guests at once
- Each answered from live availability
- Changes made within each rate’s conditions
- Rate requests go to reservations with a brief
- The weekend, summed up
- Three days before arrival
- Consent checked first
- Preferences added to the reservation
- The restaurant and housekeeping told
- A guest asks for dinner and a spa slot
- Checks the restaurant and the spa calendar
- Both booked in one conversation
- Private dining goes to your events team
- The top reasons guests got in touch
- Resolved without your team, by channel
- Written in plain English for your leadership
- The recurring cause, found across conversations
- And the change that would fix it
- Posted to your leadership channel
- Where a process keeps causing calls
Research and innovation
Agents that hold up in real conversations don't come from a model release. They come from sustained research into how an industry works, how its customers behave and what the technology can reliably do. We do that work so your team doesn't have to, and every deployment starts from it.