Case
Hospitality
Halcyon Hotels answers guests in their own language
A guest concierge that replies in four languages, approves late check-outs and updates the folio automatically.
Client
Halcyon Hotels
Team size
5 hotels
Built
AI agent · WhatsApp · PMS
Timeline
4 weeks
01
Challenge
Guests wrote in four languages
Night staff couldn't answer every message quickly, and reviews mentioned slow replies.
02
Approach
A concierge that never sleeps
The agent answers from hotel policies and hands anything unusual to the front desk with a translation.
03
Results · after 90 days
6s
median reply time
4.8★
guest rating, up from 4.4
4
languages, no new hires
04
In their words
“
Guests think we hired a night team.
Lucía Moreno
GM, Halcyon Hotels
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