What stays with people
Rates, exceptions, approval of every review reply and every guest who wants to speak to a person.
Hotels · AI automation
A 45-room city hotel with a reception team handling multiple channels at the same time
From messages scattered across email, Instagram and Facebook to one place with draft replies ready for approval.
The business
A city hotel with 45 rooms and guests from Greece and abroad. The reception team works in two shifts, handling emails, social media messages and phone calls while also serving guests at the property.
Where the time goes
- The same pre-booking questions: parking, breakfast, arrival time, pets
- Pre-arrival information, sent manually before every stay
- Replies to reviews, left for “when there's time”
The agents we set up
Enquiries agent
Using Praion AI's Leads Concentrator (coming soon), it brings messages from connected channels into one place and answers frequent questions using the hotel's approved information, in the guest's language. Any message about rates, availability or a special request is prepared as a draft for the reception team.
Arrival agent
A few days before each arrival, it sends the guest the hotel's approved arrival information: directions, check-in times, available parking details and anything else the hotel has defined. It also asks for the estimated arrival time and records it so the reception team has it in advance.
Reviews agent
It reads new reviews from connected platforms, such as Google Business Profile, and drafts a reply to each one. Negative reviews are flagged separately.
One line that never moves
The automations use only the data needed for each specific function and only through the hotel's approved systems and integrations.
What changes
Replies are provided faster and in a consistent tone across connected channels. The reception team can spend more time with guests who are already at the property.
How the work starts
At a hotel like this one, the first step is the study. We talk to the reception team on both shifts and map which channels messages come from, which questions keep coming back and what is sent before each arrival today. That shows which agent to start with.
What the hotel defines before launch
The hotel approves the answers to frequent questions, the arrival information and the tone of the replies. It also defines which messages always go to reception, such as anything about rates, availability or special requests.
How it is tested and how it evolves
Before they take on any work, the agents are tested with real messages and reviews from the hotel. When something does not fit their rules, they stop and pass it to reception instead of guessing. After handover, we monitor how they work and adjust them when something changes, such as the hotel's facilities or hours.
FREQUENTLY ASKED QUESTIONS