Case studies Hospitality
3x upsell revenue from an automated guest journey
The system communicates with each guest from booking to a week after checkout: practical information, timed offers, and a mid-stay satisfaction check. When a guest is unhappy, management is alerted while the guest is still on site.
One guest, one stay
- Booking
- Pre-arrival
- Check-in
- In-stay guide
- Day two check
- Escalation
- Checkout
- Follow-up
Alerted to hotel management
Room 412 rated 2 of 5 on day two. The guest is still on site, so the problem can still be fixed.
- Every guest contacted from booking to a week after checkout
- Offers proposed at the point the guest is most receptive
- Low ratings escalated while the guest is still on site
- Each guest answered in the language they wrote in, around the clock
- Industry
- Hospitality
- Service
- AI agents and intelligent automation
ContextWhat the client was facing
Across three properties, guest communication was manual, inconsistent, and reactive:
- Reception fielded the same questions repeatedly: parking, WiFi, check-in times, directions
- Additional services were offered only if a guest happened to ask at the desk
- Dissatisfied guests said nothing on site and wrote the review after they got home
- Review requests were sent inconsistently, so satisfied guests often left without leaving one
- Guests arrived from several markets, and out-of-hours coverage did not span their languages
SolutionWhat we built
We built an automated guest journey covering the full stay, integrated with the group's existing booking system:
- Timed, personalised messaging Pre-arrival details, check-in information, and a real-time digital in-stay guide.
- Offers matched to guest profile Room upgrades, spa, dining, and transfers proposed at the point the guest is most receptive.
- Mid-stay satisfaction check A short rating request on day two or three.
- Escalation on low scores A low rating alerts hotel management immediately, so the problem is resolved while the guest is still on site.
- Post-stay follow-up Thank you, direct review link, and a return offer, sent on a fixed schedule.
- Automatic language detection Each guest is answered in the language they wrote in, around the clock.
OutcomeResults and value delivered
3×
upsell revenue per stay, from offers timed to the guest
62%
of low-rated stays recovered on site, before the guest left the property
47%
more reviews collected, with average score rising from 4.1 to 4.4
58%
fewer routine enquiries reaching reception
- Consistent guest experience across all three properties, regardless of shift or season
- Every escalation logged, giving management visibility into recurring complaints by property
Tripled upsell revenue and 47% more reviews, driven by a system that knows when to sell, and when to step aside and fetch a human.
Technology stack
- Python
- PostgreSQL
- PMS integration
- Anthropic Claude
- AWS