AI Agents for Hospitality
A chatbot answers a guest's question about check-in time. An AI agent reads the booking record, checks whether early check-in is available, confirms the guest's room preference from their profile, sends a personalized arrival message, and updates the PMS, before the guest arrives, without a staff member involved. The difference matters in hospitality, where the cost of manual personalization at scale is staff time that could be spent on the guests standing in front of them.
Pre-arrival agents that personalize communication from guest profile and booking data
Reservation agents that handle date changes, upgrades, and special requests within policy
Review monitoring agents that draft responses and route escalations for approval
Upsell agents that identify upgrade opportunities and send targeted offers
Recent outcomes
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6× deeper insights
Text-based interviews converted to automated phone calls
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20k+ txns day one
Manual invoice OCR across 40+ gas stations
Loyalty · Retail
1,062 users in 4 weeks
SuperValu & Centra loyalty platform with receipt validation
SaaS · Logistics
2,000+ shipments yr 1
Multi-carrier shipping hub for Indonesian eCommerce
The problem
Your team spending hours personalizing pre-arrival messages when the information is already in the PMS?
Post-stay review monitoring eating front desk time that should go to guests actually in the property?
Short answer
RaftLabs builds autonomous AI agents for hospitality workflows: pre-arrival guest communication, reservation amendments for simple changes, post-stay review monitoring and response, upsell and upgrade offers, housekeeping coordination, and loyalty program interactions. Unlike chatbots that only answer questions, these agents take actions end-to-end within defined guardrails, integrating with property management systems and booking platforms. Most hospitality AI agent projects deliver in 10-14 weeks at a fixed cost.
Key takeaways
Trusted by
A chatbot answers a guest's question about check-in time. An AI agent reads the booking record, checks whether early check-in is available that day, confirms the guest's room preference from their profile, sends a personalized arrival message, and updates the PMS, before the guest arrives, without a staff member involved.
We build hospitality AI agents with defined scope, explicit escalation logic, and integration with your PMS and booking channels. Each agent handles one part of the guest journey well rather than many parts poorly. PMS integration is scoped during discovery, because that's where most hospitality projects encounter unexpected complexity.
Capabilities
At a defined interval before arrival, the agent retrieves the booking record, reads guest profile preferences (pillow type, dietary requirements, loyalty tier, previous stays), and generates a personalized pre-arrival message via email, SMS, or WhatsApp. Responses within scope are handled directly; anything requiring judgment escalates to the front desk with full conversation context.
Handles date changes, room upgrades where inventory supports it, and special requests within the property's booking policy, without staff involvement. The agent checks rate amendment terms and real-time availability, then either applies the change to the PMS or explains why it can't. Requests requiring a rate override or involving a dispute route to the reservations team with context pre-loaded.
Monitors new reviews on a 30-60 minute cycle and drafts a response acknowledging the specific feedback mentioned, not a generic template. Every drafted response routes to a manager approval queue before publication, the agent never publishes autonomously. Reviews mentioning a safety concern or legal claim flag for immediate manager attention rather than standard queuing.
Identifies upgrade and add-on opportunities from booking data, room type, rate paid, availability of higher categories, loyalty tier, and sends targeted offers 7-10 days before arrival when conversion is highest. Positive responses trigger PMS confirmation automatically; declines are logged with no further outreach on that booking.
Builds the daily housekeeping priority list from departure and arrival schedules, distributes it at shift start, and flags rooms running behind expected readiness, blocked by maintenance, or needed early for an early check-in. Stay-over service requests from the guest app log directly to the task list, with anything unusual flagged for supervisor approval.
Handles routine loyalty interactions, points balance, tier status, standard reward redemption, missing points claims where the stay record is locatable, directly against the loyalty platform API. Claims requiring manual review route to the loyalty team with account details and the specific reason attached.
How we work
We map the target workflow, your PMS's API coverage, and escalation logic. You leave week 1 with a written scope document and a fixed-price quote.
Booking policy rules, approval queues, and escalation conditions defined and confirmed with your operations team.
Agent workflow built against LangGraph, tested against real PMS and channel data every sprint.
Production deployment with escalation queues staffed and approval workflows active from day one.
Why us
The engineers who assess your guest workflow also build the solution. No bait-and-switch, no offshore handoff after the contract is signed.
We scope the work, calculate the cost, and lock it in writing before any development starts.
Clients include Vodafone, T-Mobile, Aldi, Nike, Cisco, and Lockheed Martin. Track record building hospitality and PMS-integrated platforms.
Review responses and guest communications outside defined scope always route to a human approval queue before anything goes live.
API coverage varies significantly by PMS and property configuration. We confirm integration scope during discovery rather than estimating generically.
Tell us the workflow you want to automate, your PMS, and the guest touchpoints involved. We'll scope what an agent can handle and give you a fixed cost.
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Read moreA chatbot answers a guest's question. An AI agent completes a workflow. When a guest asks a chatbot about upgrading their room, the chatbot explains the upgrade process. When an AI agent handles an upgrade request, it retrieves the booking record, checks real-time availability, confirms the rate difference is within its authority, updates the PMS, sends an updated confirmation, and logs the change, all without a staff member involved. Agents operate as stateful, multi-step processes that call external systems and take actions, with a complete action history for every workflow.
We integrate with PMS platforms that expose an API for booking data retrieval and updates, including Opera Cloud, Mews, Cloudbeds, Apaleo, and RoomKey. For properties using channel managers (SiteMinder, D-EDGE, Staah), we can integrate at the channel manager level where PMS API coverage is limited. Review platform integrations use Google Business Profile, TripAdvisor Management Center, and Booking.com's Property API, or a review aggregator such as ReviewPro. PMS integration scope and API access requirements are confirmed explicitly during discovery.
Guest data handling follows minimum necessary access principles: each agent retrieves only the data its specific workflow requires. Data is encrypted in storage and transit, with access controls scoped to each workflow. For UK and Ireland properties, we document data flows, identify the lawful basis for processing under GDPR, and provide the data processing record required for accountability compliance. LLM API providers process only the data the specific task requires, typically booking metadata and review content, and we confirm the provider's data processing terms cover those data types before any guest data flows to the model.
A focused hospitality AI agent covering one workflow, one PMS integration, defined escalation logic, and a manager approval queue typically runs $25,000 to $55,000 and delivers in 10-14 weeks. A multi-agent system covering pre-arrival communication, reservation amendments, review monitoring, and upsell offers with integrations into PMS, channel manager, review platforms, and guest messaging typically runs $55,000 to $130,000. Cost is driven by the number of systems integrated, the complexity of policy rules the agent must apply, and the number of workflows in scope.
Work with us
We scope AI Agents for Hospitality in 30 minutes. You walk away with a clear cost, timeline, and approach. No commitment required.
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