Lumavia Hotels

Introduction

A guest-messaging copilot for nine hotels in five languages

Year: 2024 – Present
Industry: Hospitality
Location: Budapest, Vienna & Prague
Scope of work: / Automation & Agents / AI Strategy & Readiness
Timeline: 10 weeks to first hotel

Evening lobby of a boutique hotel with velvet armchairs and brass lamps

The brief

Guests were waiting three hours for a simple answer

Lumavia runs nine boutique hotels in three capitals. Pre-arrival questions about parking, late check-in, cots, transfers and allergies arrived by email, booking-platform messages and WhatsApp, in five languages, and landed on front-desk teams who were also checking guests in. Median reply time was three hours and ten minutes, and paid extras were rarely offered because nobody had the time.

Before

Guest writes
Message waits for a quiet moment
Staff look up booking
Reply typed from scratch
Extras rarely mentioned

With Zephyr

Guest writes
Copilot reads booking and house rules
Draft appears in the inbox
Front desk approves or edits
Relevant extras offered

What we did

A copilot that drafts, and a front desk that decides

We built a messaging copilot that pulls the guest’s reservation from the property management system, checks the hotel’s own rules and local information, and drafts a reply in the guest’s language and the brand’s voice. Front-desk staff approve, edit or discard each draft from a single inbox. Where it fits the question, the draft offers a relevant extra such as late checkout or an airport transfer. Nothing is sent without a person pressing send.

Analysis of 18,000 past guest messages
House-rules knowledge base per hotel
PMS and channel integration
Drafting in five languages with brand voice
Single approval inbox for front desk
Weekly review of edited drafts

The outcome

Results

14 min

median reply time, down from 3 h 10 min

64%

of drafts sent without a single edit

+11%

revenue from late checkout and transfers

The first hotel went live in week ten and all nine were on the system within five months. Edited drafts are reviewed every week and fed back into the house rules, which is why the no-edit rate has climbed from 41 to 64 percent.