An owner with two hotels and a luxury lodge was losing after-hours guests to booking platforms. A 24/7 booking agent brought them back direct.
- Client
- Independent hospitality owner — two hotels and a luxury lodge
- Region
- Southern Africa
- Timeline
- Eight weeks, three properties
- Practices
- AI Agents · API Integrations · CRM
Where it leaked.
Booking enquiries arrived on WhatsApp, email and phone after hours. Many went unanswered until morning and guests booked through commission-heavy platforms instead.
- 01
Evening enquiries waited until morning — by then the guest had booked elsewhere.
- 02
Every platform booking cost 15–20% in commission.
- 03
Past guests were never invited back.
The system.
A 24/7 AI booking agent across every channel, connected to live availability, with automatic pre-arrival and return-stay follow-up.
24/7 booking agent
Answers on WhatsApp, web chat and phone in under a minute, checks live rates and takes deposits.
Property system link
Connected to reservations and channel manager, so availability is always right.
Guest journeys
Pre-arrival upgrades, post-stay reviews and return-stay offers, sent automatically.
Eight weeks, three properties.
- Weeks 1–2
Diagnose
Audited three months of enquiries — most of the lost ones arrived out of hours.
- Weeks 3–6
Build
Agent trained on rooms, rates and policies; piloted at the lodge first.
- Weeks 7–8
Roll out
Both hotels and the lodge live, with clear hand-over rules for the front desk.