Case Study

The Client

A hotel taking most of its bookings through third-party platforms and paying commission on each one. Guests asked the same questions before booking — availability, amenities, cancellation policy, airport transfer — often at hours when nobody was on the front desk.

Goals

Answer guest questions immediately and in their own language, so the booking completes on the hotel’s own site instead of the guest leaving for a third-party platform.

Challenges

Guests write in many languages and ask about things that change by season (pool hours, breakfast, room availability). The assistant had to answer from current information and never promise something that is not true.

Our Solution

Replies in the guest’s language: The assistant detects the language and answers in it, with nothing for the guest to select.

Live availability: Answers about availability and rates are pulled from the reservation system, so stale information is never given out.

Controlled content: Amenities, policies and hours are answered from content the hotel maintains. When something is not covered, the assistant says so and hands over to the front desk.

Unobtrusive upselling: After a booking it suggests relevant extras — breakfast, transfer, late checkout — without interrupting the flow.

Implementation

We collected the most frequent guest questions from front-desk email and messages.

We connected the assistant to the reservation system for live availability and rates.

We defined explicitly what the assistant may answer and when it must hand over to a person.

We reviewed conversations over the first weeks and filled the gaps in the content.

Results

Next Steps

Extending to WhatsApp and Messenger using the same controlled content.

Adding a voice channel for phone reservations.