Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Inbound
AI Voice Booking Agent for Hotels & Hospitality
Room bookings taken by phone, date changes and cancellations handled to your policy, while the front desk stays with guests.
Reservation calls arrive just as the front desk is checking guests in, and a caller left waiting often books somewhere else. This agent answers your reservations line, books, changes and cancels stays against live availability in your PMS or booking engine, and states your deposit and cancellation terms every time. Your team stays with the guests in front of them, and you keep the rules.
- Books, changes and cancels stays against live PMS availability
- States your deposit and cancellation terms on every call
- Makes your approved upgrade offer consistently, without pushing
$6,900
20–30 working days
Optional maintenance $345/mo
What it is
AI Voice Booking Agent for Hotels & Hospitality picks up your reservations line and books, changes or cancels stays against the availability in your property management system or booking engine. It follows your cancellation and deposit policy, can make the upgrade offer you approve, and logs in-stay requests.
Why businesses buy it
A hotel loses bookings in quiet ways: a call that rings out during check-in, a late-night enquiry nobody answers, a guest who gives up and books through a third-party site instead. Each one is a direct reservation gone. This agent catches those calls, books into your own system and applies your policy word for word, so date changes and cancellations stop eating front desk time. In-stay requests are logged for the team. The Scope Card fixes the systems, flows and testing before you order, so your reservations manager knows what will change.
Problems this solves
Reservation calls ring out at night and guests book through a booking site
The agent picks up your reservations line and checks availability in your property management system or booking engine. Callers can book a stay directly rather than turning to a booking site.
Cancellation and deposit terms get explained differently on every call
Your cancellation and deposit policy is built into the booking call flows. Every caller hears the same terms, in the same words, before a reservation is confirmed and logged.
Date changes and cancellations eat into the reservations team's day
Changes and cancellations to existing stays are handled on the call against live availability. The reservations team can give its time to group enquiries and guests at the desk.
Upgrade offers depend on who happens to answer the phone
The agent can make the upgrade offer you approve during a booking call. In-stay requests raised on the same line are logged for your team to deal with.
A good fit if
Reservation calls land at the front desk while staff are checking guests in, and some of those callers book elsewhere instead of waiting.
Your rooms and availability already sit in a property management system or booking engine that offers API access.
A good share of calls are guests moving arrival dates, shortening a stay or cancelling inside a written policy.
You want a phone booking to come with the same upgrade offer every time, not only when the right person answers.
Not the right fit if
Most callers ask about parking, breakfast times or facilities rather than booking a room. AI Voice Receptionist for Hotels & Hospitality, covers those questions alongside bookings.
You want more direct bookings from website chat and messaging, not the phone. See AI Hotel Booking Agent.
You need replies drafted for guest reviews. That is written work, not a phone job: see AI Review Response Agent for Hotels & Hospitality.
Your guests call in several languages. This build answers in one. Add the Additional Language Pack, for each extra language.
How it works
- A guest calls to book. The agent asks for dates, number of guests and room preference, then checks what your PMS or booking engine shows as open for those nights.
- It offers real rooms only. Rates, deposit terms and cancellation conditions are read from the policy you approved, so a caller never hears a price your team would have to honor by mistake.
- Upgrades are offered by rule. If you set one, for example a larger room for a stated supplement, the agent makes that offer once and records the answer.
- Changes and cancellations follow your policy. The agent finds the reservation, checks the caller against the booking details, applies the new dates or the cancellation, and states any fee your policy sets.
- Guests already in house can ask for things. Requests such as late checkout or an extra bed become a logged task for the desk, and anything urgent transfers to the number you choose.
- Every call is written up. The transcript, a summary and the booking outcome are saved, so the night manager can see which reservations came in by phone.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- A telephony account in the hotel's name, such as Twilio, Vonage or Exotel, with the reservations number to use, forward or port.
- API access to your property management system and, if it is separate, your booking engine.
- Room types, the rates you allow over the phone, and your deposit, cancellation and no-show policy in writing.
- Any upgrade offer you want made on booking calls, with its supplement and when it applies.
- Transfer numbers for the front desk, reservations manager and night manager.
- Your preferred voice and language, and the call-recording disclosure guests should hear.
- Admin access and API keys for each connected system, never sent by email.
- One person who can approve the booking flows and sign off the test calls.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake checked, room types, rates and policies confirmed.
Weeks 1–2
Booking, change and cancellation flows built from the Hotels & Hospitality template.
Week 3
PMS and booking engine connected, availability reads and writes tested.
Weeks 3–4
Fifty test calls with transcripts, including upgrade offers and policy fees.
Week 4
Your review and two rounds of changes.
Go-live
Live on the reservations line, recorded handoff, support begins.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $6,900 |
| Express | 15–25 working days | $7,950 |
| Rush | 10–20 working days | $8,950 |
What you receive at handover
- The booking agent live on your reservations line
- A hotel booking intent library and call flow templates, including your cancellation, deposit and upgrade rules
- Connections to up to two systems, such as your property management system or booking engine
- A test report from hotel booking test calls, with transcripts
- An admin guide and a recorded handoff session
- 30 days of post-launch support
Expected benefits and how to measure them
- Can help more reservation calls turn into direct bookings.
- Helps every caller hear your policy terms in the same words.
- Makes the upgrade offer a routine part of suitable booking calls.
- Direct bookings made by phone
- Filter your property management system by booking source. Compare the month before launch with the month after.
- Missed reservation calls
- Use your phone system's report, split by daytime and night. Compare four weeks before and after.
- Upgrades accepted on phone bookings
- Pull upgrade data for phone bookings from your property management system. Compare before and after launch.
Before you start: Export four weeks of missed reservation calls by time of day. Record current phone bookings and upgrade take-up from your PMS.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
You pay once for the build. After that the line runs on call minutes in your own accounts, roughly $0.13 to $0.31 a minute all in for the voice platform, the AI model and telephony, plus the rental on your number. Your PMS and booking engine subscriptions stay as they are.
AI usage during build and testing is billed to your accounts as well, so every provider contract is in the hotel's name.
Ask about running costsCustom requirements
Group and event bookings, a sixth call flow, or a third system such as a channel manager are outside the Scope Card. Add a note at checkout and you receive a written Change Quote; that work only starts once you accept it.
Request a custom versionKeep it running
Rates, seasons and policies shift through the year, which is why monthly maintenance helps: monitoring, fixes, updates and change hours for new room types, revised cancellation terms or a different upgrade offer. It starts after the 30 days of support.
$345/mo (5% of the build price a month, includes 3 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A call-center reservations service usually bills per call or takes a commission | A custom voice build is priced after discovery | Ours is one fixed price, shown on this page before you buy |
| Availability | An outsourced agent often works from a shared rate sheet | Depends on what the agency connects | Ours reads your PMS or booking engine on every call |
| Policy fees | Applied by whoever takes the call | Depends on the brief | Ours states the fee your written policy sets, every time |
| Delivery | A few days to brief the service | Usually several weeks | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Does the hotel booking voice agent write reservations straight into our PMS?
Yes, when your property management system offers API access and is one of the two connected systems. The agent reads open rooms for the requested nights, creates the reservation, and reads the details back to the guest before the call ends. If your PMS has no usable API, raise it with an expert before ordering, because the build depends on that connection.
How does AI Voice Booking Agent for Hotels & Hospitality apply our cancellation policy?
Exactly as you write it. You give us the deposit, cancellation and no-show terms during intake, and the agent states the relevant condition before confirming a booking or a cancellation. It does not waive fees or make exceptions. A guest asking for one is transferred to the reservations manager, or a message is taken.
Can it offer a room upgrade during a booking call?
Yes, if you give it an upgrade rule. You decide which room types qualify, the supplement, and when the offer applies, for example only on stays of two nights or more. The agent makes the offer once, never pushes, and records whether the guest accepted so your team can see it in the call summary.
What does it do with requests from guests who are already staying?
It takes them down and passes them on. A request such as late checkout, an extra pillow or a taxi booking is logged as a task with the room number and caller details. Anything urgent, or any complaint, transfers straight to the front desk or the number you name for out-of-hours calls.
Can one booking agent cover more than one hotel?
Not in the standard build, which covers one reservations number and one property's setup. If you run several properties, the Multi-Location Setup add-on, $2,500, extends it, bought together with this product. A group with separate PMS instances per hotel may also need a Change Quote, which we confirm before any extra work starts.
How long before the hotel reservations line is answered by the agent?
The delivery panel on this page shows the timeline for each speed. The clock starts once your PMS access, room types and written deposit and cancellation policies are in, so sending them within 72 hours of ordering keeps the date where it is. Fifty test calls, including date changes and cancellations, run before any guest hears the agent.
What will the reservations line cost us each month to run?
Call minutes in your own accounts, about $0.13 to $0.31 a minute all in, plus number rental. A four-minute booking call costs a little over a dollar at the upper end. There is no commission on bookings and no per-call fee from us. Monthly maintenance is optional.
Guides on this topic
All guides Take the reservation, even when the desk is full.
Order AI Voice Booking Agent for Hotels & Hospitality.
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