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Hospitality & travel

Conversation OS for hospitality and travel

The suite was Quoted. The anniversary dinner was only Requested. Checkout never happened.

Crescent House is a 22-key house with a small spa and a boat transfer. The abandoned cart is a Stay in Quoted that never became Confirmed — plus an Experience still Requested. Guest relations work folios, not a CRM that thinks they sell SKUs.

Illustrated walkthrough of the pack — not a named customer case study.

Firm
Crescent House
Small hotel & experiences, illustrated walkthrough
Where
A harbour town in Croatia
22 keys, four guest-relations, seasonal staff
A hotel pool and building at dusk

Guest folio

Claire & Étienne Moreau

CH-8891

Room
Suite
Dates
Fri–Sun · still Quoted
Experience
Harbour spa · Requested
Occasion
Updated to Wedding (anniversary)

“Pre-arrival should know the occasion is a honeymoon. It should not ask them to re-type the confirmation number they already have.”

Kenji Mori, Guest relations

Thursday 17:40. Golden hour on the terrace. A couple in Market International, occasion Honeymoon, still has Stay status Quoted. The spa Experience is Requested for the same dates. Tonight’s in-house guests need a different message entirely.

Records on the person

Guest Journey — New enquiry → Quoted → Confirmed → Pre-arrival → Checked out (or Cancelled)

  • Stay

    CH-8891 · Suite · Quoted · check-in Friday

  • Experience

    Harbour spa · Kind Spa · Requested · tied to the stay

  • Guest fields

    Loyalty Member · Occasion Honeymoon · Market International

Role the pack adds: Guest Relations

The thread

AI answers what the pack knows. A human takes the same conversation when it needs judgement.

Claire & Étienne Moreau

WhatsApp · same thread

Holding the suite for Friday? Also the spa on Saturday if you can.

AI

CH-8891 is Quoted for the suite, Friday–Sunday. Spa is Requested. Reply 1 and we move the stay to Confirmed and send the pre-arrival note.
1 — anniversary actually, sorry, not honeymoon

Human

Kenji — occasion updated to Wedding (anniversary). Confirmation and the spa time will sit on this thread. No new chat.

That day

  1. 09:10

    Quoted ageing

    Stays still Quoted 48 hours before check-in are the leak. Kenji’s board is not “leads”; it is confirmation numbers.

  2. 12:00

    Pre-arrival

    Confirmed stays get boat-transfer and arrival-time WhatsApp. International vs domestic changes the transfer copy, not the object.

  3. 16:00

    Experience confirm

    Spa flips Requested → Confirmed. Dining experiences are a different kind on the same guest.

  4. 11:00 next

    Checkout thanks

    Status Checked out. Thank-you + a quiet ask for the next occasion. Cancelled and No-show stays are not thanked as if they came.

AI, journeys, campaigns

AI chatbot

Concierge

Availability, room type, experience kinds, check-in time. It does not overbook a Suite that is already Confirmed for someone else.

“Is the suite free Friday?” → Quoted vs Confirmed honesty.

Journeys

  • Quote still open

    Stay Quoted, check-in ≤ 3 days

    One WhatsApp. Then guest-relations assignment.

  • Pre-arrival

    Confirmed, T-minus 24 hours

    Arrival note. Pauses if they are already In-house.

  • Experience pending

    Experience Requested, stay Confirmed

    Ask to confirm spa/tour so operations can roster.

Campaigns & newsletters

  • Shoulder-season suites

    Email newsletter

    Loyalty Member/Silver, last stay Checked out

  • Quoted, never arrived

    WhatsApp

    Stay Cancelled or still Quoted after dates passed

  • Honeymoon / wedding return

    Email

    Occasion Wedding or Honeymoon, Checked out ≥ 10 months

Quoted stay — the house’s abandoned cart

What they almost lost

They asked for dates. Confirmation number exists. Status never became Confirmed. The spa is still Requested. That folio is a cart in the harbour.

A short confirm journey, then a human with a different room type if the suite went Confirmed for someone else.

Win-back · then scale

Lost customers, then mid-market

Cancelled / no-show, and Checked-out guests who have not been back for a season

Win-back keyed to occasion and market, not a blunt off-season percentage. A small house watches Quoted→Confirmed. A group with three properties watches which house leaks quotes — same Stay object.

Twenty-two keys stop guessing who was only browsing. A growing hospitality group still talks to a guest, not a booking engine ticket.

Small now: Inbox is WhatsApp, bookings in a spreadsheet.

Next: Folio + experiences + pre-arrival journeys — still one guest.

A hotel room with a made bed
A hotel lobby seating area

The pack adds Stay, Experience, loyalty/occasion/market fields and confirm/pre-arrival/thanks templates. It is not a PMS for room inventory accounting.

Other industries — different days

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