Hospitality
AI Booking and Enquiry Systems for Hospitality
DIRECT BOOKINGS.
FEWER COMMISSIONS.
Every enquiry that goes unanswered becomes an OTA booking at commission. We deploy agents that answer instantly in the guest's language, handle group and event enquiries, and push demand back to direct.
24–48h
From kick-off to live agents
24/7
Enquiry coverage, all channels
80+
Guest languages supported
0
Card details handled by an agent
WHAT ACTUALLY BREAKS.
- The phone rings during check-in and nobody can answer it
- Group and event enquiries wait days for a response and go elsewhere
- OTA dependence grows while the direct channel is under-worked
- Guest data sits in the PMS and is never used to drive rebooking
THE BUYING JOURNEY.
01
Inspiration
A trip, an event or an occasion creates the need; search and social start it.
02
Comparison
OTA and direct site compared on price, availability and reassurance.
03
Enquiry
Non-standard needs — groups, events, accessibility, pets — trigger a direct question.
04
Stay and return
Experience determines rebooking; almost nobody works this stage systematically.
THE WORKFLOWS.
24/7 direct enquiry
- 1.Guest asks a question by phone, chat or WhatsApp at any hour
- 2.ARIA answers from live availability and your published rates
- 3.Booking completed in your own booking engine — the agent never takes payment
- 4.Enquiry, outcome and guest preferences written to the PMS or CRM
Group and event enquiry
- 1.Enquiry qualified on dates, covers, budget band, setup and catering needs
- 2.Structured brief routed to the events team within minutes
- 3.Automated holding response with realistic timescales
- 4.Follow-up sequence runs until the proposal is accepted or declined
Post-stay rebooking
- 1.Checkout event triggers a thank-you and feedback request
- 2.Marketing consent verified before any offer
- 3.Seasonally relevant rebooking offer sent at the right interval
- 4.Direct bookings attributed back to the sequence
SYSTEMS & CHANNELS.
Common CRM systems
- Mews
- Opera
- Cloudbeds
- Guestline
- Revinate or a CRM alongside the PMS
Acquisition channels
- OTAs
- Direct website and booking engine
- Metasearch and paid search on brand terms
- Paid social for events and packages
- Corporate and group accounts
Integrations we connect
- PMS (Mews, Opera, Cloudbeds, Guestline)
- Booking engine and channel manager
- WhatsApp and telephony
- Google Ads, Meta and metasearch
- Payment provider, kept outside the agent
Third-party product names are the trade marks of their owners and are listed because they are common in this sector — not to imply a partnership or certification. Where a platform has no open API we say so before we start.
KPIS THAT MATTER HERE.
- Direct booking share
- Enquiry response time
- Enquiry to booking conversion
- Event enquiry to contract rate
- Repeat guest rate
- Commission cost avoided
EXAMPLE ROI MODEL.
Formulas, not forecasts. Run them on your own figures — nothing below is a guaranteed or measured result.
- Recovered enquiries
- Unanswered enquiries per month × conversion rate × average booking value
- Commission avoided
- Bookings shifted from OTA to direct × average value × commission rate
- Event value
- Faster-response event enquiries × win rate × average event value
- Net position
- Recovered value + commission avoided − platform cost
PROOF, HONESTLY.
Xiilio Ltd was incorporated on 23 January 2026 and publishes no case study for this sector. Rather than borrow someone else's numbers, here is exactly what we measure in an engagement — from your systems, against your baseline.
- Missed-enquiry and direct-share baselines taken from your PMS and telephony
- Response-time measurement on event enquiries
- Attribution of direct bookings to specific sequences
WHAT YOU'RE PROBABLY THINKING.
"Hospitality is about human warmth."
It is, at the door. At 2am, an instant accurate answer is the warm option; the agent hands to your team whenever a person is wanted.
"It will quote the wrong rate."
It only reads rates and availability from your systems. It cannot invent, discount or negotiate.
"We are locked into OTA volume."
Nothing here removes OTAs. It works the direct enquiries you already receive and are currently missing.
GUARDRAILS.
Compliance
- Agents never capture card or payment data — payment stays in your booking engine
- Rates and availability read from your systems, never invented
- Marketing consent captured and honoured per guest
- Guest data held with encryption, residency controls and defined retention
Security requirements
- No card or payment data touched by an agent
- Guest data encrypted with defined residency and retention
- Role-based access per property
- Marketing consent state authoritative in your CRM
Human approval required
- Rates and inventory always read from your systems
- Discounts and upgrades require staff authorisation
- Event proposals issued by your team
- Complaint and service-recovery conversations escalate to a human
Xiilio holds no sector certification or regulatory approval, and nothing here transfers your regulatory responsibility to us. See Responsible AI for the full governance framework.
Frequently Asked
HOSPITALITY, EXPLAINED.
Straight answers on scope, compliance and how Xiilio deploys for hospitality.
- Can it quote a rate?
- It quotes only the rates and availability your booking engine returns. It never negotiates, invents a price or applies a discount you have not configured.
- Does it take payments?
- No. Payment always happens in your own booking engine or payment provider. The agent hands over rather than collecting card details.
- What about group and event enquiries?
- Those are qualified on dates, covers, budget band and requirements, then routed to your events team with a structured brief — which is usually where the days of delay disappear.