Hospitality

Context & Challenges

Hospitality IndustryReducing OTA
dependence in Dubai

Dubai's tourism industry demands immediate responsiveness to counter the dominance of OTAs (Booking, Expedia). Properties must offer direct booking experiences and flawless virtual concierge services to maximize their margins and guest satisfaction.

Seasonality, multilingual demand peaks (FR/EN/AR/ES) and the need for a concierge available 24/7 put pressure on staffing costs. Conversational AI becomes a strategic lever, giving human teams back the time to focus on the in-person experience.

75% OTA Dependence 24/7 Unavailability Multilingual Barrier High Commissions Stagnant Google Score

✦

Rooms

-30%

OTA Commissions

4.7★

Google Score

2 months

ROI achieved

AI Solutions — Page Core

AI Receptionist
multilingual, 24/7

+20%

Direct bookings

24/7

Availability

+0.4pts

Google Score

-30%

OTA Commissions

HW Concierge AI HospitalityDirect sales, concierge and upsell

A complete agent handling room-night sales, frequently asked questions and in-stay concierge service in 4 languages, connected to your PMS.

Increase in direct bookings — Bypass OTA commissions
Instant multilingual response — FR, EN, AR, ES automatically detected
Automation of simple requests — Pool hours, wifi, room service, taxi
Automated upsell — Superior room, breakfast, late check-out
Guest personalization — Based on history profile and preferences
Housekeeping notification — In-stay requests forwarded directly to staff

-30%

in OTA commissions for an 80-room 4★ hotel.
That's several hundred thousand dirhams saved annually.

14:22

←

Palm Beach Resort · Dubai

AI Concierge · Online

Hello! Welcome to Riad Le Jardin ✨ Available in 🇫🇷 🇬🇧 🇲🇦 🇪🇸 — How can I help you?14:22

Hello, do you have a room for 2 nights in June? 🙏14:22

Of course! For 2 nights in June, we have:
🌹 Palmeraie Suite — 1,200 AED/night
✨ Superior Room — 850 AED/night
Garden view or rooftop view?14:23

Palmeraie Suite, garden view 🌿14:23

Excellent choice! Would you like to include the hammam breakfast package (+180 AED/night) for a complete experience?14:23

Yes, perfect ✅14:24

Type a message...

◀◯■

Riad Le Jardin

AI Agent · Online

Booking •
Palmeraie Suite · June

VIEW

Typical guest journey

Guest experience
from A to Z

Three entry channels, one 5-star experience. Choose the journey that matches your property.

WhatsApp inquiry

Prospect asks about availability via WhatsApp — response in under 2 seconds

AI proposal

Rooms proposed with photo, direct rate and relevant upsell (sea view, half board)

Stay confirmation

Secure deposit link generated and sent directly within the conversation

Confirmation

Confirmation email and SMS with check-in QR code sent automatically

Pre-arrival

Practical information and additional services offered before arrival

Simplified check-in

Procedures completed in advance, room prepared according to guest preferences

Website widget

Visitor clicks on the chatbot embedded on the hotel or riad's official website

Room selection

Real-time availability filtered by type and date, with no OTA commission

Service upsell

Breakfast, airport transfer, spa, activities suggested based on the profile

Direct booking

Secure CMI payment with no OTA commission — immediate savings of 15-20%

Confirmation

Email + SMS with check-in QR code and arrival information

Post-stay review

Automatic Google/TripAdvisor review request 1 day after guest departure

In-stay request

Guest sends a WhatsApp request from their room (towels, taxi…)

Automatic identification

The AI automatically recognizes the guest and their room from history

Request processing

Room service, housekeeping or concierge notified in real time

Staff notification

Team instantly alerted with room number and request details

Guest follow-up

Guest informed of estimated response time via WhatsApp

Late Check-out

Offered 1 day prior based on availability, accepted or declined in 1 click via WhatsApp

Key integrations

Connected to your
hospitality ecosystem

Two-way connection with your hotel PMS. Direct bookings appear instantly in Opera or Mews. In-stay requests are synced with housekeeping tasks in real time, eliminating any manual re-entry.

Integration with your booking engine to offer attractive direct rates. The guest pays with no Booking.com commission — you save 15 to 20% in commission on every direct booking, amounting to hundreds of thousands of dirhams annually.

Official WhatsApp API with support for 4 automatically detected languages. The guest writes in English, the AI replies in English. 94% open rate, response in under 2 seconds, available 24/7 with no added staffing costs.

Booking deposits collected directly within the WhatsApp conversation or the site widget. Automatic refunds according to cancellation conditions. Support for local cards (Telr, PayTabs) and international cards (Stripe, Visa, Mastercard).

Automatic collection of TripAdvisor and Google reviews 1 day after guest departure. Automated responses to negative reviews. A boutique resort in Ras Al Khaimah gained +0.4 Google points in just 4 months thanks to this automation.

Connection with your channel manager to synchronize availability in real time across all platforms. The AI agent never offers a room that isn't available. Zero overbooking, zero double booking, a flawless guest experience.

Active connections

Integration within hours

No overhaul of your existing system required

Deployment tailored to Hospitality

Hospitality deployment
in 3 key phases

A proven methodology to deploy your AI concierge, reduce your OTA commissions and reach ROI in 5 months.

PMS & Workflow Audit

Mapping of the PMS, supported languages, concierge processes, existing digital tools. Analysis of OTA vs. direct booking flows.

PMS audit report

Workflow mapping

OTA reduction plan

Languages configured

WEEKS 1 – 2

Audit

Pre-season

Pre-season pilot

Training on the hotel's knowledge base, multilingual testing, in-stay concierge scenarios, PMS integration.

AI concierge trained

Multilingual tests validated

Concierge scenarios

PMS integration complete

WEEKS 3 – 6

Full-season go-live

Production rollout with 24/7 supervision for the first 30 days, prompt adjustments based on real field feedback.

Concierge operational

Concierge dashboard

Knowledge base

Receptionist training

WEEKS 7 – 10

Full season

Client case — Success story

Concrete results
in hospitality

Case study · Upscale beach resort · Ras Al Khaimah

Upscale riad
22 rooms, 75% OTA dependence

Context: Riad with 22 rooms, 75% of bookings via Booking.com and Expedia, 4.3-star Google score. Team unable to respond 24/7 to international prospects.

Problem identified

75% of bookings via OTA → 18-20% commission per night. Stagnant 4.3 Google score. Front desk team overwhelmed during multilingual peak hours. Unable to respond 24/7 to international prospects.

Solution deployed

HW Concierge AI + multilingual WhatsApp (FR/EN/AR/ES) + integrated direct booking engine. Receptionists trained to supervise the AI agent.

Results observed after 4 months

41%

Direct bookings

+0.4pts

Google Score

180K

AED commissions saved

5months

ROI achieved

Our international guests appreciate being able to book in French or English without waiting. Our team can finally focus on the in-person experience and guest relationship.

— General Manager, Beach Resort Ras Al Khaimah

Boost your direct bookings
and your quality of service

Give your prospects and guests an AI receptionist capable of responding immediately, handling frequent requests, streamlining guest relations and supporting your property's commercial performance.

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AI Solutions for Hospitality

Hospitality IndustryReducing OTA
dependence in Dubai

AI Receptionist
multilingual, 24/7

Guest experience
from A to Z

Connected to your
hospitality ecosystem

Hospitality deployment
in 3 key phases

Concrete results
in hospitality

Upscale riad
22 rooms, 75% OTA dependence

Boost your direct bookings
and your quality of service

AI Solutions for Hospitality

Hospitality IndustryReducing OTAdependence in Dubai

AI Receptionistmultilingual, 24/7

Guest experiencefrom A to Z

Connected to yourhospitality ecosystem

Hospitality deploymentin 3 key phases

Concrete resultsin hospitality

Upscale riad22 rooms, 75% OTA dependence

Boost your direct bookings and your quality of service

Hospitality IndustryReducing OTA
dependence in Dubai

AI Receptionist
multilingual, 24/7

Guest experience
from A to Z

Connected to your
hospitality ecosystem

Hospitality deployment
in 3 key phases

Concrete results
in hospitality

Upscale riad
22 rooms, 75% OTA dependence

Boost your direct bookings
and your quality of service