Agentic CX for Hospitality — Automate Bookings, Delight Every Guest
Unify guest touchpoints. Automate conversations that drive direct revenue.
In short
Tactful AI helps hotels answer guests on WhatsApp, Instagram, Facebook and webchat from one inbox. AI Agents answer common questions at any hour, check availability through your booking system and take booking requests. Requests that need a person go to the front desk or reservations team with the full history.
The hospitality CX gap is costing you direct revenue
A guest who waits 10 minutes for a rate check books with your competitor instead.
of travellers prefer booking directly with hotels
Phocuswright, 2024is the expected response time for hotel enquiries
Revinate Guest Messaging Report, 2024of guests say CX determines rebooking decisions
Deloitte Hospitality Report, 2024cheaper to retain a guest than acquire a new one
Cornell Hospitality Quarterly
Guest expectations outpace operational capacity
Slow booking responses
Guests abandon when they don't get instant answers to availability and rate queries.
Multilingual guest queries
International guests expect service in their language across every touchpoint.
Fragmented guest channels
WhatsApp, website, Instagram, email, OTA messaging — guests are everywhere.
In-stay request overload
Front desk drowns in repetitive requests for towels, late checkout, and directions.
CX infrastructure built for hospitality outcomes
Turn WhatsApp enquiries into confirmed reservations
AI checks availability in your PMS, presents rates, and takes the booking request -- all within the chat.
Multilingual guest support
Serve guests in any language with AI-powered real-time translation.
Omnichannel guest engagement
Unify WhatsApp, email, web, OTA, and social into one conversation.
Delight guests at 11 PM without waking your staff
Room service, spa bookings, local tips -- handled instantly in any language, any hour.
Know which channels drive direct bookings -- and which leak to OTAs
Live RevPAR impact, booking conversion by source, and guest satisfaction trends.
Seasonal surge handling
AI absorbs peak season demand without extra staff or compromised service.
Hi, do you have a sea-view room available for June 15-18?
AI: Hello Marco! I've checked our PMS — we have a Deluxe Sea View available for those dates at $245/night. Includes breakfast and late checkout. Shall I reserve it?
Yes, please book it! Can I also get airport transfer?
AI: Booking request received! Ref #BK-9281. Airport transfer added ($35). Our reservations team will confirm by email shortly. We'll send pre-arrival details 3 days before. Welcome!
Convert enquiries to confirmed reservations
Every unanswered availability query is a booking lost to an OTA. AI responds in seconds with room options and rates, and takes the booking request -- so you capture the revenue directly.
- PMS integration — real-time availability and rate checks
- Presents room options with photos, amenities, and pricing
- Captures guest preferences and special requests automatically
- Takes the booking request and passes it to your reservations team
Our conversational booking engine works with hotel booking systems such as Mews. Read about the booking engine pilot
24/7 guest service by AI Agents
AI handles room service requests, spa bookings, local recommendations, and housekeeping — instantly, in any language, at any hour. Requests that need a person go to your front desk or reservations team, with the full history.
- Handles housekeeping, room service, and maintenance requests
- Books spa treatments, restaurants, and activities
- Provides local recommendations personalised to guest profile
Hi, can I get two extra pillows and book the spa for tomorrow morning?
AI: Of course, Sarah! Extra pillows are on their way to Room 412 — ETA 10 minutes.
AI: For the spa, we have:
• Deep Tissue Massage — 9:00 AM ($120)
• Hot Stone Therapy — 10:30 AM ($95)
Which works best for you?
Deep tissue at 9 AM please!
AI: Booked! Deep Tissue Massage at 9:00 AM tomorrow. Charged to your room. Enjoy your evening, Sarah!
WhatsApp · "Thank you for staying with us, Marco!"
Quick 3-question survey · NPS + room quality + service
NPS 9 detected → 15% off next stay + loyalty tier upgrade
Turn guests into returning visitors
Automated post-checkout flows gather feedback, trigger loyalty offers based on satisfaction scores, and keep guests engaged until their next trip.
- Automated thank-you messages within hours of checkout
- Smart satisfaction surveys with NPS and sentiment analysis
- Score-based loyalty offers — high NPS triggers exclusive deals
Stop losing bookings to slow replies.
See how Tactful handles your booking enquiries, concierge requests, and guest engagement — with your real data.
Manual operations vs. CX infrastructure
Requests that need a person go to your front desk or reservations team, with the full history.
The business case for hospitality CX infrastructure
$180K/month in direct revenue captured
12 front desk hours freed daily
Higher rebooking rates, better reviews
Up to 80% of routine guest requests resolved by AI Agents. Requests that need a person go to your front desk or reservations team, with the full history.
Related Use Cases
See Tactful in action for your property
30-minute walkthrough with your channels, your PMS, and your guest journey. No slides, no pressure.
- Your PMS connected
- Booking flow configured
- Revenue model with your rates