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.
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.
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.
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.
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.
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.
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.
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.
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.
Mid-market CRM with broad APIs — a natural fit for sales agents and lead enrichment.
Email, calendar and SharePoint as channel and context — triage, drafting and RAG over your inbox and files.
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.
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.
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.
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.
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.
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.
