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Booking Inside the Conversation, Not Just Answering Questions
The Booking Agent guides guests through the entire booking dialogue, on the website chat, in WhatsApp, on the phone, or on other messaging channels. It knows availability, room categories, and rates straight from Protel Cloud PMS, quotes prices, collects the guest's contact details, and writes the finished booking directly into the PMS. For compliance reasons, the AI never collects payment data itself. With Planet Payment connected, prepayment is triggered automatically; otherwise, a clear task is created for the team to follow up.
Hotels decide which rates and room categories the AI is allowed to offer. Outdated or unused rates can be hidden, and specific categories can be reserved exclusively for chat or phone. On the phone, the AI never lists more than three categories at once, keeping calls short, and it selects those categories based on what the guest already mentioned earlier in the conversation, for example prioritizing a sea-view room if the guest asked about one.
Numbers That Speak for Themselves
The Phone AI is live in over 600 installations across the German-speaking market, handling around 40,000 phone calls per week. The measured guest satisfaction score averages 93 percent neutral to positive. Resolution rates reach close to 100 percent for hotel information and FAQs, 65 to 80 percent for bookings and reservations, and 10 to 15 percent even for complex requests like complaints. For hotel teams, that translates into an average of 2 to 5 hours saved per week, round-the-clock availability, and more direct bookings, since no inquiry goes unanswered.
In text, DialogShift covers 109 languages; on the phone, around 30, including the major European languages as well as Arabic and Chinese. If a guest switches language mid-conversation, the AI switches right along with them.
No Lost Bookings, No Cold Handovers
If a guest abandons a phone booking, for instance because a complicated name or email address was hard to dictate, they automatically receive a recovery link by SMS or WhatsApp. The link picks up exactly where the call left off, with everything already entered carried over.
When a guest prefers to speak with a person, or the AI can't help further, it automatically routes the conversation to the right department, reservations for a cancellation, spa for a massage booking, and so on. The team receives a summary of the conversation so far through a whisper feature and can take over seamlessly, without the guest having to repeat themselves. If no one is available, the AI takes callback requests, which then appear as a list in the live chat area.
Proactive Communication Across the Entire Guest Journey
Alongside the Booking Agent, the integration brings Journey Messaging: automated, PMS-triggered messages sent via WhatsApp, SMS, or email throughout the guest journey. Booking confirmations go out automatically, check-in reminders can be scheduled in multiple steps and sent only to guests who haven't checked in yet, upgrade or add-on suggestions like breakfast reach guests at just the right moment, and even spontaneous messages to every in-house guest, such as an evening barbecue or a spa promotion on a rainy day, can be set up in a few clicks. For hotels running a WhatsApp-first guest journey, the entire flow from pre-arrival to check-out can be managed there, including online check-in.
GDPR-Compliant and Hosted in the EU
The entire platform is GDPR-compliant and meets EU AI Act requirements, including the obligation to identify itself as an AI during conversations. Data is processed exclusively on EU servers and deleted after 90 days at the latest, and no guest profiles are built.
Who Can Use the Integration
The integration is available to hotels running Protel Cloud PMS. Existing DialogShift customers on Protel Cloud PMS can activate the Booking Agent and Journey Messaging directly; hotels in Switzerland can reach out to Rebag Data, the exclusive Planet Protel partner for the Swiss market.
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