Industry · Hospitality

Pilot for hospitality: bookings, multi-channel support, and cross-sell with AI

An AI agent on WhatsApp that answers guests, direct online bookings, availability management, payment links, pre- and post-stay campaigns, and reports for management. For boutique hotels, lodges, inns, hostels, and mid-size chains across LATAM.

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Front desk and hotel management reviewing bookings and WhatsApp support in Pilot

Common challenges for a hotel

  • Bookings coming in from Booking, Expedia, Airbnb, WhatsApp, and your own website with no single up-to-date calendar.
  • Guests writing on WhatsApp asking about the room, transfers, restaurants — and no one replying after hours.
  • Charges for deposits, guarantees, no-shows, and cancellation policies all managed by hand.
  • No post-stay follow-up: the guest leaves and no one asks for a Tripadvisor review or offers a return discount.
  • Management with no real visibility into occupancy, RevPAR, ADR, NPS by channel, and top repeat guests.

How Pilot solves each one

Pilot connects your booking channels (OTAs, your own site, direct WhatsApp) to a master availability calendar. Prices and slots sync in real time. When a new booking comes in, the AI confirms with the guest, sends check-in info, and schedules reminders.

The AI agent on WhatsApp serves guests 24/7: questions about amenities, hours, airport transfers, recommended restaurants, check-out reminders. For special cases (room change, complaint, medical requirement) it escalates to the human team in seconds.

Payments are handled with a configurable payment link: 30% deposit at booking, balance at check-in, pre-authorized guarantee. For no-shows, an automatic charge policy. For cancellations, a refund based on the configured window.

Post-stay, Pilot automatically sends: NPS over WhatsApp, a review request on Tripadvisor/Google, a return offer with a personalized discount, and seasonal campaign launches to repeat guests. The AI segments by country of origin, reason for travel, and average ticket.

Management sees on its dashboard: occupancy by day/week/month, RevPAR, ADR, channel mix, top guests by lifetime value, NPS by channel, F&B revenue, weekend events. Without asking the revenue manager for the report.

Recommended modules for hospitality

A starter setup for boutique hotels, inns, and mid-size chains.

Calendar

A calendar that understands your logic and blocks real time.

CRM

Customers

One contact database, no duplicates, enriched by AI.

Invoicing

Electronic invoicing that builds, sends, and reconciles itself.

Payment links (Zelr)

Payment links for WhatsApp and SINPE, built into the CRM.

Team chat

Internal chat with AI summaries of long threads.

Broadcast

One message, every channel coordinated.

Email marketing

Mass campaigns that write and segment themselves.

Typical integrations in hospitality

Whatsapp-BusinessWhatsapp-Business Google CalendarGoogle Calendar Outlook / Microsoft 365Outlook / Microsoft 365 QuickBooksQuickBooks Meta Pages (Facebook/Instagram)Meta Pages (Facebook/Instagram) MailchimpMailchimp StripeStripe

Real hospitality use cases

Direct online bookings

Guests book on your site without paying OTA commissions.

24/7 guest support

An AI agent on WhatsApp that answers info and escalates special cases.

Pre- and post-stay campaigns

Welcome, upgrade, NPS, and reactivation of repeat guests.

Pilot runs in boutique hotels, eco-lodges, hostels, and mid-size chains across LATAM, with multi-channel support and automated campaigns.

Frequently asked questions

Does it replace Cloudbeds, Mews, or eZee?
Pilot isn't a hardware PMS (it doesn't handle electronic keys, smart locks, or integration with an in-house restaurant POS). It covers the commercial layer (direct bookings, guest CRM, WhatsApp, payments, campaigns, reports). For hotels already running Cloudbeds/Mews, Pilot connects via API and adds the AI + WhatsApp + marketing layer. For small hotels or lodges without a PMS, Pilot can operate as the single system.
Does it connect with Booking, Expedia, Airbnb?
Yes, via a channel manager (compatible with SiteMinder, Cloudbeds, RoomCloud, and similar). Prices and availability sync automatically. Bookings come into Pilot alongside the direct ones and are managed in a single calendar.
Does the WhatsApp AI serve guests like a human?
For common questions (hours, amenities, location, transfers, recommendations), yes — the AI replies warmly and in the guest's language (Spanish, English, French, Portuguese, Italian). For sensitive cases (complaint, room change, medical need) it escalates to the human team in seconds. Each guest is recorded with their history.
Does it handle multiple hotels / properties?
Multi-property is native. Each hotel has its own prices, schedule, WhatsApp agent, and staff. The director sees the consolidated view and per property. Useful for hotel groups with 2-20 properties.
How much does Pilot cost for a hotel?
Pricing is customized based on the number of rooms, the modules contracted, and booking/message volume. Contact us for a proposal. There are options from small inns (5-15 rooms) to chains (100+ rooms, multi-property).
Does it handle packages, upgrades, and add-on services?
Yes. A configurable catalog of extra services (transfers, tours, spa, restaurant, late checkout, room upgrades). The guest can purchase before or during the stay via link or WhatsApp. The AI proposes contextual upsells without spamming.
Does it support online check-in and pre-arrival communication?
Yes. 48-24 hours before check-in, the guest receives a WhatsApp message with arrival instructions, a map, useful local info, and a link to complete online check-in details (passport, arrival time, special requirements). The front-desk agent arrives in the morning with check-in ready and only hands over the key or the access code.

Want to see Pilot running your hotel?

Book a 30-minute demo. We'll show you the full flow from an incoming booking to the post-stay NPS with a return offer — on a sample hotel with synthetic data.

Request a demo