HENRIK
Hospitality / Hotel Chain — Germany
Client Profile
Industry
Hospitality / Hotel Chain (Germany)
Size
Boutique hotel group with 8 properties across Berlin, Munich,
Hamburg, generating €12M annual revenue
Business Model
Direct bookings (65%), OTA partnerships (35%),
average €180/night rate
Challenge
3,500+ monthly guest inquiries, 18-hour average response
time, 28% booking abandonment rate
Business Problem
→ Guest inquiries averaged 3,500 monthly across 8 properties with 18-
hour response time
→ Front desk staff overwhelmed answering same questions about
amenities, check-in, local recommendations
→ After-hours inquiries (40% of total) went unanswered until next
business day
→ 28% booking abandonment rate – guests moving to competitors
during inquiry delays
Exotica IT Solutions
www.exoticaitsolutions.com
→ Multilingual support needed (German, English, French, Spanish) but
staff limited
→ Guest satisfaction scores declining from 4.2 to 3.7 stars due to slow
response
→ Operational costs €85K annually for extended reception hours still
insufficient
Objective
Reduce response time from 18 hours to under 2 minutes
Provide true 24/7 multilingual support (4 languages)
Decrease booking abandonment from 28% to under 10%
Deflect 70%+ of routine inquiries from human staff
Improve guest satisfaction from 3.7 to 4.5+ stars
Save €60K+ annually in staffing costs
Automation Details
Instant Inquiry Response
AI responds to guest questions in <30
seconds across all channels (chat, voice, WhatsApp)
Multilingual Auto-Detection
Automatically detects guest language
and responds accordingly
Booking Intelligence
Provides real-time room availability, rates, upsell
opportunities (upgrades, spa packages)
Local Recommendations
Trained on 500+ local restaurants,
attractions, transportation options with personalized suggestions
In-Room Services
Voice assistant handles room service orders,
housekeeping requests, wake-up calls, concierge queries
Smart Escalation
Routes complex issues (complaints, special requests)
to appropriate human staff with full contex
Guest Memory
Remembers guest preferences from past stays for
personalized service
Automated Follow-Up
Post-checkout satisfaction surveys and review
requests sent automaticall
Analytics Dashboard
Tracks common queries, booking conversion
rates, guest satisfaction by property
Solution Overview
→ Deployed AI-powered chatbot and voice assistant across all 8
properties
→ Multilingual conversational AI trained on hotel knowledge base
(amenities, policies, local attractions)
→ Integrated with booking system for real-time availability and pricing
→ Voice assistant for in-room guest services via hotel phones
→ Seamless handoff to human staff for complex requests
Exotica IT Solutions
www.exoticaitsolutions.com
→ Automated post-stay follow-up and review requests
→ WhatsApp and website chat integration
Technology Stack
LLM
GPT-4 for conversational intelligence with custom hotel training
Voice
Deepgram for speech-to-text, ElevenLabs for natural voice
synthesis
Multilingual
Support for German, English, French, Spanish with
automatic language detection
Integration
Mews PMS API for bookings, rates, availability
Channels
Website chat widget, WhatsApp Business API, in-room
phone system
Backend
Python FastAPI, PostgreSQL for conversation history
NLP
Intent classification, entity extraction for booking parameters
Infrastructure
AWS Lambda for serverless scaling, S3 for media
storage
Outcome & Impact
→ Response Time: Reduced from 18 hours to 1.2 minutes (99.9%
improvement)
→ Inquiry Deflection: 76% of guest inquiries handled entirely by AI
(2,660 of 3,500 monthly)
→ Booking Conversion: Abandonment rate from 28% to 8.5% (70%
improvement)
→ Direct Bookings: Increased 34% as guests received instant responses
vs delayed OTA inquiries
→ Guest Satisfaction: Improved from 3.7 to 4.6 stars on
Google/Booking.com
→ Revenue Impact: €2.3M additional annual revenue from improved
conversion and direct bookings
Exotica IT Solutions
www.exoticaitsolutions.com
→ Cost Savings: €72K annual savings in staffing vs previous extended
reception hours
→ Multilingual Coverage: 100% support in 4 languages without
additional staff
→ Staff Efficiency: Front desk staff now focus on guest experience vs
answering routine questions
Why This Matters for Similar Clients
Hotels & Resorts
Properties with 100+ rooms can deflect 70-80% of
guest inquiries, dramatically improving guest experience
Vacation Rentals
Airbnb/VRBO managers handling 20+ properties
can provide instant guest support 24/7
Restaurant Chains
Handle reservations, menu questions, delivery
orders via voice and chat AI
Spas & Wellness Centers
Automate appointment booking, service
explanations, membership inquiries
Event Venues
Answer venue capacity, pricing, availability questions
instantly
ROI
Hospitality businesses typically see 8-14 month payback with 250-
400% ROI over 3 years from improved conversion and reduced labor costs
Average Response Time
Reduction in Booking
Abandonmen
Additional Annual Revenue