AI customer service for hotels and travel

What can the agent do?

24/7 reception service

Guests call at all hours of the day and night to book rooms, change reservations, or ask questions. Our AI voice agent acts as an always-available receptionist, providing immediate assistance whenever the guest calls.

Room bookings and changes

The agent handles the entire booking process:

• Availability check – Checks available rooms in real time
• Room booking – Books rooms based on the guest’s preferences
• Changes – Moves or modifies existing reservations
• Cancellations – Handles cancellations in accordance with their rules
• Confirmations – Sends confirmation by SMS or email

Guest questions and information

The agent answers the most common questions guests have:

• Facilities – Information about the restaurant, spa, gym and parking
• Opening hours – Breakfast, reception, bar and other services
• Local tips – Recommendations for restaurants, attractions and transport
• Practical information – Check-in, check-out, luggage storage
• Prices and packages – Information about room types and additional services

Special requests and inquiries

The agent records and forwards special requests:

• Room preferences– High floor, view, quiet room
• Allergies and diet – Important information for the kitchen
• Occasions – Birthdays, anniversaries, romantic stays
• Extras – Cot, extra pillows, minibar
• Transport – Airport transfer, taxi booking

Typical use cases

Incoming inquiries

• Room reservations and availability
• Changes and cancellations of reservations
• Questions about facilities and services
• Local recommendations and tips
• Invoice and payment inquiries

Outgoing calls

• Booking confirmations – Call the guest to confirm the reservation
• Pre-check-in – Collect information before arrival
• Follow-up after the stay – Ask for feedback and reviews
• Repeat-purchase campaigns – Invite previous guests back with special offers
• Reminders – Remind guests about upcoming reservations

How it works

1. Reception – The guest calls and is greeted by the agent with a friendly, professional tone
2. Identification – The agent understands the guest’s needs through natural dialogue
3. Action – The agent checks availability or retrieves information from your systems
4. Solution – The guest receives an answer, confirmation, or booking
5. Documentation – The conversation is automatically logged in your PMS or CRM
6. Escalation – For complex inquiries, the conversation is transferred to the reception

Integrated with your systems

For the agent to be able to book rooms and provide accurate answers, it is integrated with your existing systems:

• PMS (Property Management System) – Opera, Mews, Protel, Booking Factory
• Booking engines – Real-time availability and prices
• CRM systems – Guest history and preferences
• Payment solutions – Handling of deposits and payments
• Communication tools – SMS and email for confirmations

Benefits for hotels and the travel industry

For the guests

• Immediate help– No waiting time, no matter when
• Easy booking – Book a room through a natural conversation
• Personalized service – The agent remembers preferences and previous stays
• Multilingual – Assistance in the guest’s preferred language

For the hotel

• Increased booking rate– Capture bookings around the clock
• Freed-up staff – The reception can focus on the guests who are there
• Consistent service – The same high standard in every conversation
• Valuable insight – Data on what guests ask about and want
• Reduced costs – Handle more inquiries without increasing staffing

Tailored to your hotel

The agent is trained on your specific hotel – room types, facilities, prices, and local knowledge. It represents your brand professionally and gives guests an experience that matches the level of service you want to deliver.

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Tools Card Bullet Points

• 24/7 room booking
• Responds to guest inquiries immediately
• Integrated with PMS and booking systems
• Handles changes and cancellations
• Multilingual guest service