Personal guest service at every property, around the clock
A guest concierge agent connected to the reservation system that answers inquiries, changes bookings and tailors stays across fourteen boutique properties.
- Client
- Aurel Retreats
- Industry
- Hospitality
- Duration
- 9 weeks
- Services
- Workflow Design, AI Agent Development, Deployment & Optimization
- Average reply time
- 2 min
- More direct bookings
- 22%
- Growth in ancillary revenue
- 18%
- Guest rating for service
- 4.9/5
Where the work was stuck.
Aurel’s reservations team answered every guest email by hand across fourteen properties and four time zones. Replies took hours, and inquiries that arrived overnight often became bookings with a competitor.
Upgrades, transfers and special requests were offered inconsistently, leaving revenue on the table.
- Average reply to guest inquiries
- 6 hrs
- Properties, four time zones
- 14
- Consistent upsell process
- 0
What Cortex built.
We designed a concierge agent that speaks in Aurel’s voice, understands each guest’s profile and history, and checks live availability in the property management system before offering options.
It confirms changes, suggests relevant upgrades and experiences, and briefs the property team ahead of VIP arrivals.
How the system works, step by step.
- 01Trigger
Guest inquiry
Email, chat or messaging
- 02AI agent
Concierge agent
Understands request and profile
- 03System
Check availability
Live inventory and rates
- 04AI agent
Tailor the offer
Options, upgrades, experiences
- 05Action
Confirm booking
Reservation updated instantly
- 06Human
Brief the property
VIP and special requests
Guests get thoughtful replies in about two minutes, day or night. Direct bookings and ancillary revenue both grew in the first season, while the reservations team focused on high-touch requests.
It feels like every guest has a personal concierge from the moment they first write to us. That is exactly the experience our brand promises.
Northgate Property Group
Running maintenance for 9,000 homes with a fraction of the coordination
Facing a challenge like Aurel? Let’s talk.
Book a 45-minute consultation. We will map your highest-value automation opportunities and show you what a first system could look like, at no cost.