Why phone availability decides revenue in hotels
TRIHOTEL knows the challenge from daily operations: "Of course every hotel tries to be reachable at all times. In practice, that's easier said than done," says Ewert. "Do we have enough staff on the phones? Who takes over during peak times? What happens during breaks, or when guests are checking in, checking out, and the phone is ringing every few seconds?" For him, what's at stake is clear: "Being a host means giving people our full attention. That becomes difficult when the phone keeps ringing." On top of that, most calls revolve around the same questions, time that then isn't available for guests on site.
From chatbot to Phone AI: the decision for DialogShift
TRIHOTEL has used DialogShift's Chat AI for several years and was convinced by its performance. The step to Phone AI was a natural one: "We were genuinely impressed by the performance. So it was quickly clear to us that we wanted to try the Phone AI too. New technologies are simply part of who we are, when they bring real value to our guests. To this day, we haven't regretted that decision for a second."
What mattered most was the shared knowledge base between Chat AI and Phone AI: "A big advantage was that all our knowledge was already in the DialogShift system. We didn't have to start from zero. That let us integrate the Phone AI very quickly, and today we maintain just one central knowledge base." The result: less duplicate work and consistent answers across both channels.
How Phone AI TRIXI takes the load off the front desk at TRIHOTEL
TRIHOTEL named its Phone AI "TRIXI", and she's long since become more than a tool. "Our 'TRIXI' is now a fixed part of our team and reachable for our guests around the clock," Ewert explains. "She steps in whenever our colleagues are already on a call or busy with guests. You could say she's the colleague who never takes a break and still always stays friendly."
TRIXI answers recurring questions directly. When a request gets more complex, she recognizes from the conversation which department is responsible and routes it accordingly. If no one is available, the call still isn't lost: the responsible department automatically receives a summary of the conversation along with the phone number, so the callback can happen quickly and well prepared. In a pilot project, guests can now even choose whether they'd rather speak directly with a colleague or with TRIXI. "That choice alone is going over surprisingly well," says Ewert.
Faster bookings thanks to Phone AI and Booking Agent
The effect of the Phone AI is also clear in the booking process itself. Through the connection to the HNS Booking Agent, TRIXI collects all relevant information during the call. "We're seeing, with both the chatbot and the Phone AI, that bookings get completed noticeably faster," says Ewert. "TRIXI already gathers all the important information, and the guest just has to confirm the booking afterward. That speeds up the booking process considerably, and HNS has at times hit real booking-completion records because of it."
Less dependence on Booking.com and other platforms thanks to direct reachability
With more bookings happening directly by phone, the balance shifts away from the big booking platforms too. "Definitely. Personal contact keeps getting more important," says Ewert. "Trips are becoming more spontaneous, more individual, and often booked at short notice. That's exactly where a hotel with direct reachability can win. Anyone with a question wants a quick answer, not a hotline marathon." And with a wink, he adds: "I'd rather talk to a hotel directly than deal with the legendary reachability of some booking platforms."
Looking at day-to-day front desk work, Ewert draws a clear conclusion: "The number of recurring questions at our front desk has dropped noticeably. That gives our colleagues more time for what hospitality is actually about: genuine hospitality. For us, that's probably the biggest win."
The numbers from January to August 2026 confirm what the team experiences day to day:
- TRIXI handled 2,657 phone calls and resolved 37% of them completely without team involvement, 91% of conversations were neutral or positive
- Through the connection to the HNS Booking Agent, TRIXI sent 196 booking links directly to callers, generating commission-free direct revenue in the mid four-figure range
- Combined with the chatbot, which also books through HNS, TRIHOTEL reaches commission-free direct revenue in the six-figure range through its own booking engine
- Over the same period, the chatbot and Phone AI together saved the team 301 work hours, roughly a full workday per week
How TRIHOTEL guests respond to the Phone AI
Guest reactions fall into three groups, according to Ewert: "The first group would rather speak directly with a person. We respect that, of course. The second group chats with TRIXI about all kinds of things and quickly figures out how to communicate with an AI. And then there's the third group. They don't notice at all that they've spoken with an AI. Those guests keep surprising us."
Feedback is overwhelmingly positive: "Many guests especially appreciate getting an immediate answer instead of being put on hold." One moment stands out for Ewert: "What made us smile the most were guests who asked at check-in whether the nice colleague Ms. TRIXI was in the house today too. For us, that's probably the nicest compliment there is."
More time for genuine hospitality: the effect on the team
For the front desk team, daily work has changed noticeably. "The pressure has gone down significantly," says Ewert. "Our colleagues now know that no call gets lost. Instead of attending to guests on site while keeping one ear on the ringing phone, they can fully focus on the people standing in front of them." When TRIXI takes a call, it doesn't disappear into a void either: "Everything gets documented and reliably followed up."
The time gained flows to where it makes the biggest difference: "More time for personal conversations. More time for individual requests. More time for genuine hospitality. That's exactly what TRIHOTEL is known for."
Working with DialogShift on rollout and setup
Ewert describes the rollout itself positively too: "Working with DialogShift was warm, straightforward, and professional from the start. You can tell that the people there work on their product with real passion." The most involved step was training the AI model on the hotel's own knowledge, work Ewert found worthwhile: "Honestly, it was also fun. It felt a bit like teaching a new team member everything, step by step."
Conclusion: Phone AI as a recommendation for other hotels
Asked whether he'd recommend the Phone AI, Ewert answers without hesitation: "Definitely. Any hotel that wants to future-proof itself shouldn't shut the door on AI. This isn't about replacing people. Quite the opposite. AI takes on the tasks that repeat constantly for us. That gives our staff more time for what no AI in the world can replace: being a host. When technology means guests get more attention and staff can work more relaxed, everyone wins in the end."
Looking ahead, TRIHOTEL stays curious: "We follow DialogShift's development with great interest and regularly check what new ideas and features are coming. Trying out new technologies is simply part of who we are. That's why we're also happy to be a test pilot when it comes to new developments." His closing word: "Thank you for a product that has genuinely changed our everyday work. And thank you to the people behind DialogShift, who accompany this path with so much passion."
