Reservations Voice Assistant — Hotel Group
Zero
After-hours calls lost to voicemail
34%
Increase in direct bookings captured
15min→0s
Peak period hold time
6
Languages handled natively
The Challenge
A luxury hotel group with 12 properties was routing all reservation enquiries — room availability, rate quotes, upsells, and booking modifications — through a centralised reservations team of 40. Peak periods created 15-minute hold times, and 34% of calls outside business hours went to voicemail with no booking captured.
What We Built
We built a multilingual voice assistant covering reservations, availability queries, upsell flows, and modification/cancellation handling — operating 24/7 across all 12 properties. High-value guests and complex requests escalate to the reservations team with full call context. The system handles 6 languages and integrates directly with the PMS.
“We stopped losing bookings to voicemail and hold time abandonment. The voice assistant captures revenue we were simply missing before.”
— VP of Revenue Management
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