Customer Overview
A UK-based hotel group operating 10+ properties, with a centralised reservations and guest operations team responsible for handling reservations and guest enquiries across the portfolio.
Challenge
The central team handled a high volume of time-sensitive inbound enquiries, including availability for specific dates, room types, breakfast inclusion, check-in and check-out times, restaurant opening hours, and reservation changes. While these requests were straightforward, they arrived continuously and spiked sharply during weekends, holidays, and event-driven demand.
Because enquiries from all properties were routed to a single team, peak demand at individual hotels quickly translated into operational pressure across the entire portfolio. To maintain coverage, the group relied on outsourced support and a contact centre during busy periods, increasing both cost and operational complexity.
In parallel, the group experimented with multiple chatbot solutions. However, none were able to handle reservations and guest enquiries end to end, resulting in underperforming customer service and continued reliance on manual follow-up.
Noxus Solution
The hotel group deployed a Noxus AI Worker as the first line of handling for reservations and guest enquiries across both email and the website chatbot.
The AI Worker processes inbound enquiries in real time and retrieves live availability and rates directly from the Property Management System (Oracle OPERA). It responds to guests using a combination of structured data and approved knowledge sources, including:
- PMS data (room types, availability, rates, booking rules)Internal documents (property information and policies)
- Approved FAQs (amenities, restaurant hours, parking, check-in and check-out, and other common questions)
When requests are within scope, the AI Worker completes bookings end to end without human involvement. Enquiries are escalated only when necessary, such as:
- non-standard or high-value requests
- group bookings or special arrangements
- issues outside the defined scope or requiring human judgement
During peak periods, the AI Worker consistently absorbed demand spikes, answering questions, completing bookings, or routing requests using the same rules every time, without diverting work to an outsourced contact centre.
This allowed the hotel group to keep guest-facing operations fully internal while reliably handling peak demand across the portfolio.
Results
- 70%+ of bookings automated across email and chatbot
- 24/7 instant responses across channels for availability and room-type enquiries
- ~38% reduction in reservation abandonment
- Outsourced customer-facing workload internalised, equivalent to approximately 5 FTEs during peak periods