AI reservation and guest messaging
An AI guest agent that answers, upsells and books across five hotels
Reservation enquiries came through email, WhatsApp, Instagram and the booking engine, and the small reservations team could not keep up outside office hours. We built an AI guest agent that answers in seconds, checks live availability, and completes or hands off bookings.
- Client
- Boutique hotel group
- Region
- United Arab Emirates
- Scale
- 5 properties
- Timeline
- 7 weeks for 5 properties
Representative engagement. Client details are anonymised and figures reflect typical outcomes from comparable deployments.
What the client got
0%
Enquiries resolved without staff
Across all channels and properties.
0/7
Response coverage
Median reply under a minute at any hour.
0%
Higher ancillary revenue per booking
From consistent upgrade and package offers.
The bottlenecks
Bottleneck 1
Enquiries after hours went unanswered until morning
Guests in other time zones asked about availability at night and booked elsewhere by the time the team replied.
Bottleneck 2
The same questions, five properties, four channels
Check-in times, parking, pool hours, airport transfers. Staff answered them hundreds of times a week.
Bottleneck 3
Upsells depended on who answered
Room upgrades, late checkout and dining packages were offered inconsistently.
What we built
Step 1
One agent across channels and properties
WhatsApp, Instagram DMs, email and web chat feed one AI agent that knows each property's facilities, policies and live rates from the PMS.
Step 2
Availability and booking
The agent checks live availability, quotes rates, and either completes the booking through the booking engine or hands the guest to a reservations agent with the conversation attached.
Step 3
Consistent upsell
Upgrades and packages are offered at the right point in every conversation, based on stay dates and room type.
Step 4
Pre-arrival messaging
Confirmed guests receive arrival information, transfer options and dining reservations prompts automatically, with replies handled by the same agent.
The automation workflow
Guest enquiry to booking
Any channel, any property, any hour
Questions clients ask about this engagement
Can the agent handle complaints?
It recognises complaints and hands them to a named person immediately with the context. It does not attempt to resolve service failures itself.
Which property systems do you integrate with?
We have worked with cloud PMS platforms, channel managers and booking engines that expose APIs. We confirm compatibility during the audit.
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Have a similar bottleneck?
Tell us how the work happens today. We will show you the workflow we would build and prototype it on your own process.