Workflow and actors
The agent receives the guest message, retrieves official information and authorised stay context, then replies or creates a task for reception, reservations, housekeeping, F&B or maintenance.
Service · AI agents · Hotels & hospitality
AI agents for hotels that work full shifts.
Multilingual 24/7 concierge, in-stay request handling, draft review responses and pre-stay upsell, agents that escalate to the front desk only when the case actually needs a human.
The workflows, examples and figures on this page are illustrative composites and modelled targets, not measured client results. In a real project, we define the baseline, thresholds and human review with your data before rollout.
What we solve
Your team shouldn’t answer the same questions every night.
Booking, email, WhatsApp and the booking-engine chat, across six languages, outside office hours, mixing trivial requests (wifi, breakfast hours, airport transfer) with real incidents that do need a person. Night reception spends more time typing than welcoming guests in the lobby.
We design agents that reply in your voice, cite the hotel’s official information, log every conversation with context, and escalate to the team whenever they detect a complaint, an emergency or a request that touches sensitive policy. The front desk gets its time back for what actually moves the guest experience.
Implementation contract
How it runs in production
Systems and data
It uses approved hotel content, the minimum booking and stay data, policies, channel history and service availability from the PMS or booking engine where the integration supports it.
Exceptions and risks
Complaints, emergencies, safety, legal matters, payments and out-of-policy requests escalate immediately. If a source cannot support an answer, the agent states the limit instead of improvising.
Human review
Reception and reservations retain control of non-standard changes; management reviews sensitive cases and flagged review replies. The team defines an owner and on-call channel for each incident type.
Implementation pattern
We use multilingual cited retrieval, intent detection and explicit escalation rules. Actions are role-bounded and logged with the context needed for a clean human handover.
Relevant integration
We connect messaging channels, the PMS, booking engine and internal task system through available APIs, webhooks or connectors, without assuming every platform supports the same operations.
What we build for this sector
Use cases that ship to production.
Concierge
Multilingual 24/7 concierge
Replies in EN, ES, DE, FR, IT and CA with the hotel's official information, restaurants, hours, services, neighbourhood recommendations. Cites the source and learns from each conversation.
Modelled target: 6 languages · reply < 30 s
Revenue
Pre-stay upsell that's actually relevant
Message a few days before arrival with upgrade, transfer, late check-out and experiences, only what fits the room, the dates and the type of stay.
Modelled target: +18% upsell conversion
Operations
In-stay request triage
Reads messages on any channel, decides whether it goes to housekeeping, F&B, reception or maintenance, and creates the task with priority and SLA, no one on the team rewrites it.
Modelled target: < 2 min to assignment
Reputation
Draft review responses
Reads new reviews on Booking, Tripadvisor and Google, drafts an initial reply in the guest's language and flags the ones that need management attention before they go out.
Modelled target: 100% reviews replied < 24 h
Reservations
Modifications, cancellations and pre-booking questions
Date changes, occupancy edits, special requests and pre-booking FAQs, wired into the PMS and the booking engine, with escalation to reservations for non-standard cases.
Modelled target: 80% resolved without involving the team
Illustrative composite scenario · modelled figures and targets, not client results
One week at a 120-room hotel.
Boutique hotel, 70% international guests. 24/7 reception covering four channels in six languages. Illustrative composite scenario; the figures below are a modelled baseline and targets, not measured client results.
Modelled baseline
Baseline assumption: Night reception spends 90–120 minutes per shift answering messages, half of them repeat questions (wifi, breakfast, airport transfer, pool hours). Average overnight reply time: 22 minutes. Reviews answered several days late. Pre-stay upsell manual and sporadic.
Modelled target
Modelled operating target: The agent resolves 71% of overnight messages in under 30 seconds, in the guest's language and with the hotel's official information. The remaining 29% are routed to reception with a summary and context. Draft review responses ready to review each morning. Pre-stay upsell automated by room type.
Modelled target: −82% overnight messages requiring human intervention
We connect to your stack
Integrations that matter in this sector
Frequently asked
What clients ask us
- 01
Can the agent stick to our brand voice and tone?
Yes. We load your brand book, real examples of how the team replies and the hotel's policies. The agent doesn't make things up: it answers from official information and, when it doesn't have it, says so and escalates. Before going live we evaluate its tone against hundreds of historic messages.
- 02
What happens if a guest has a complaint, emergency or sensitive request?
The agent is trained to detect signals of complaint, medical emergency, safety issues and legal matters. In all those cases it doesn't reply on its own: it immediately notifies the internal channel you define (reception, management, on-call maintenance) with the summary and history.
- 03
Which languages does it work in, and how does it pick the right one?
EN, ES, DE, FR, IT and CA by default, with the option to add more. It detects the guest's language and replies in that same language, even if the guest switches mid-conversation.
- 04
Do we need to change PMS or replace our booking engine?
No. We work on top of Mews, Cloudbeds, Opera, SiteMinder and most standard PMS and booking engines via their APIs. If your system doesn't have a public API we look at webhook or intermediate-connector integration. The rule is: no forced migrations to get started.
Same sector, other services
Trust
Safe, traceable AI,
enterprise-ready.
We design for privacy from the start, human control, traceability, usage limits, permissioning and documentation. For sensitive processes, we help assess risk and applicable obligations under GDPR and the EU AI Act.
- 01We never train models on your data without explicit authorization.
- 02Human review built-in for processes where risk demands it.
- 03Traceability: prompts, sources, permissions, errors and metrics, all documented.
- 04Privacy, security and control integrated from day one.
- 05Solutions engineered to be maintained, audited and improved over time.
GDPREU AI ActAEPDISO 27001 readyEU data residency
Personal diagnosis
We work with
few clients.
Every engagement is led personally by one of the partners. If there's a fit, you get a personal first read of your case within one business day, not a canned demo.
How we work
- 01Tell us which process eats your time
- 02Personal reply within one business day
- 0320-minute call, no demo, no pitch