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Hotels & resorts · 07 / 12

Room booking agent on LINE and web

A guest who asks about rooms and rates at 10 pm books on the spot in their own language, with no wait for the morning shift.

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Palms and a white villa roof against a bright sky; a guest checks his phone beside a confirmed sea-view room booked on LINE. Hotels & resorts
“A guest asks the room rate on LINE at 10 pm. Staff reply the next morning. The guest has booked elsewhere.”

The problem

Most guests ask before they book, and they ask when the front desk is busy or has gone home. Is there a room, what is tonight’s rate, is there an airport pickup. The questions arrive on LINE OA, WhatsApp and Facebook in several languages, and the one person answering them the next morning opens the PMS, checks room by room and types the rate back.

While they wait, guests open an OTA and book there instead. The hotel gets the same guest and pays commission on top, and what that guest asked about and which room they liked is stored nowhere.

How we solve it

We connect the agent to the hotel’s PMS and channel manager. When a guest messages on LINE OA, WhatsApp or the website, it checks availability and the rate for the dates asked and replies in the guest’s language with room photos and the cancellation terms. If the guest agrees, it takes the booking, sends the deposit link and sends confirmation with directions the moment the money arrives.

Questions about breakfast, the pool, pets or check-in times are answered from the information the hotel provides, and the agent leaves anything outside that alone. Before the stay it messages to confirm the arrival time and ask about transfers; after check-out it asks for a review.

Requests that need a person, such as weddings, seminars, tour groups or a special rate, reach the sales team with the chat history. Discounts and room upgrades are always a staff decision.

How it runs

Work comes in from
  • LINE OA and WhatsApp
  • Facebook Messenger
  • Chat on the hotel website
  • Availability and rates from the PMS
What the AI does
  1. Check availability and rate for the dates
  2. Reply in the guest’s language
  3. Take the booking and send the payment link
  4. Pass group enquiries to sales
Where it lands
  • Booking in the PMS with the deposit
  • Guest gets confirmation and directions
  • Sales get group enquiries with history
  • Dashboard of questions and chat bookings

Before and after

Before
After
A guest asks at 10 pm and hears back the next morning
Guests get availability, the rate and a booking link in their own language at once
Staff open the PMS and check rooms for every question
The agent checks the PMS itself; staff handle only group business
Guests book through an OTA after messaging the hotel first
Chat bookings go straight into the PMS with no commission

What you get

  1. 01

    An agent that checks availability and rates from the PMS and answers in Thai, English, Chinese, Japanese and Korean on LINE OA, WhatsApp and the website

  2. 02

    Bookings taken with a payment link or deposit QR, and confirmation with check-in details sent the moment the payment lands

  3. 03

    Questions about directions, breakfast, the pool, pets and check-in times answered from the hotel’s own information

  4. 04

    Weddings, seminars and tour groups passed to sales with the chat history and the number of rooms wanted

  5. 05

    A message before arrival to confirm the arrival time and transfers, and one after check-out to ask for a review

Who gets what

Business owner

More direct bookings from guests who message at night, and a view of what guests ask before they decide.

IT director

Connected to the PMS and channel manager through the APIs the vendors support, with availability and rates read from one system so there is no double booking, and guest data kept in line with PDPA.

The team using it every day

Front desk staff stop typing room rates into chats and look after the guests standing in front of them.

Who this fits

Hotels & resortsHostels & boutique hotelsServiced apartmentsVillas & pool villasHotel groups with several properties

Connects with what you already run

PMSChannel managerLINE OAWhatsAppOmiseGoogle Business Profile

Development process

  1. 1

    Discover

    Requirements, users and success metrics, with scope and price fixed before we start.

  2. 2

    Design

    UX and system architecture; the prototype is approved before anything is built.

  3. 3

    Build

    AI-accelerated sprints with a demo every week, reviewed by senior engineers.

  4. 4

    Test

    QA, security and performance verified against the agreed scope.

  5. 5

    Launch & care

    Production deploy, team training, and a monthly care plan.

Turn your business problem into a system that works for you

Tell us today — get an executive-ready proposal with the plan and budget.

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