AI chat agent for hotels · Live in production

An AI chat agent that answers, checks and makes the booking.

Our own chat widget sits on the Grand Hotel Resorts website and works in seven languages. From 15 June to 20 August it handled 34,983 conversations and led to 315 confirmed bookings — without a human operator on duty.

An AI chat agent conducts the conversation with a website visitor in their own language, checks the information in your systems and carries out the action itself — for example, it makes a booking. This agent has been in production since 15 June 2026 at three hotels and has handled 34,983 conversations with 131,797 messages.

Try the agent live Request a demo for your website

34,983 conversations in two months Seven languages in one widget Implementation from €1,000

Grand Hotel Resorts by Pulse Online · Replies instantly

Replica of the widget on grandhotel.bg

Demo of the chat agent. The guest picks a hotel from three properties, then asks about a spa package. The agent replies, checks availability in the booking system, offers a room with a spa package included and makes the booking. The guest receives a confirmation. The conversation is in English; the widget works in seven languages.
The numbers

Two months, three hotels, 34,983 conversations

The numbers below come from the database of our own platform — the chat agent on grandhotel.bg runs on it. They are not an estimate, not a survey and not rounded up.

  1. 34,983 conversations

    Conversations started with the chat agent across the three websites. Each one is kept between page loads, so the guest can come back and pick up where they left off.

  2. 131,797 messages

    Messages exchanged in those conversations — an average of 3.8 per conversation. Guests rarely ask just once, and the agent sees the conversation through to the end.

  3. 315 bookings

    Conversations that end with a booking made in the hotel’s system — with no handover to a human and no link to a form.

    0.9% conversation → booking conversion

40.1% of conversations — 13,799 of 34,983 — come in outside working hours, between 18:00 and 9:00. That is exactly when the front desk does not answer — and the agent does.

What guests write about

9 segments
  1. general information 16,300
  2. spa and wellness 7,471
  3. restaurant 6,302
  4. prices 1,152
  5. location and transport 1,148
  6. booking enquiry 859
  7. facilities 212
  8. booking made 208
  9. complaint 10

Each bar’s length is relative to the largest segment — general information, with 16,300 conversations.

Data from three hotels for the period 15 June – 20 August 2026.

Channels

One agent, five channels, one dashboard

The web widget is the proven channel — all 34,983 conversations went through it. Viber, WhatsApp, Messenger and Instagram work as well — guests write from wherever suits them, and the same agent replies, with the same knowledge of the hotel.

  • Web widget

    in production

    34,983 conversations

    A 60×60 button in the bottom-right corner with an unread badge and a “Book in a minute” teaser bubble. A header with avatar, chain name and status. For a chain, the guest first picks a hotel from cards with logo and stars. The conversation persists between page loads.

    • 7 languages
    • hotel selection
    • remembers the conversation
    • reconnects on its own

  • Viber

    operational

    The guest writes on Viber, and the agent replies with the same context as on the website. The same channel also delivers the confirmation once a booking is made.

  • WhatsApp

    operational

    The guest writes on WhatsApp, and the agent replies with the same context as on the website — via the official WhatsApp Business API, from a verified number.

  • Messenger

    operational

    The hotel’s page is connected to the platform — messages land in the same queue, with the same agent.

  • Instagram

    operational

    Direct messages to the profile go to the same agent — with the same knowledge of the hotel and the same guest history.

Meta Business Platform Tech Provider · approved

An officially approved app on Meta

The Meta channels do not go through a third-party intermediary. Digital Agent has its own app, published and approved on Meta Business Platform with Tech Provider status — WhatsApp, Instagram and Messenger connect directly to the hotel’s business profile, legally and with a verified number that the guest sees in the chat.

  • official WhatsApp Business API
  • verified number and name in the chat
  • Instagram and Messenger from the same app
  • our own management panel

The channel is just the door. Behind it stand one agent, one body of knowledge about the hotel and one guest history. If someone starts on Instagram and continues on the website, it is the same conversation — and it goes into the same dashboard, with the same segment and the same outcome.

How it works

Five steps from message to booking

The agent does not hand the matter over to a human or send a link to a form. It sees the conversation through, records the booking in the hotel’s system and leaves a trail in the dashboard. Everything runs on our own platform.

  1. 1
    The guest writes

    From the website widget or from a message on another channel. For a chain, the first screen is “Choose a hotel” — with logo and category, so there is no mix-up.

  2. 2
    Understands the guest’s language

    Seven languages: Bulgarian, English, Romanian, German, Serbian, Turkish and Greek. It replies in the language the question was asked in.

  3. 3
    Checks availability and prices

    It queries the hotel’s system during the conversation. It works with real data, not an outdated price list in a text file.

  4. 4
    Makes the booking

    It creates the booking with dates, number of guests and service, and returns the confirmation in the same conversation. When a case requires human intervention, it hands it over with the context.

  5. 5
    Everything goes into the dashboard

    Conversation, messages, segment and outcome go into the same control panel you also use for the AI voice agent. Guest data is masked.

Languages in the widget
  • Bulgarian
  • English
  • Romanian
  • German
  • Serbian
  • Turkish
  • Greek

If the connection drops, the conversation is not lost: the widget waits up to 90 seconds and makes up to three attempts to reconnect, and everything written so far stays in place.

Control panel

The agent writes. The dashboard shows what it has done.

The same control panel as for the AI voice agent: conversations, messages, bookings, topics and a breakdown by hotel. Guest data is masked — the team sees the volume and the outcome without reading personal data unnecessarily.

Chat CentreCHAT AI
VERSION 2.4 · EU REGION
Dashboard
All hotels — AI chat agent
20.08.2026
Period: 15.07.2026 – 20.08.2026 · 30 days

  • 3 791
    Conversations (30 days)
  • 0
    Active now
  • 1:17
    Messages per conversation
  • 4 877
    Minutes (30 days)
  • 146
    Reservations (30 days)
  • 830
    Quotes (30 days)
  • 19
    Missing information
  • 3
    Properties served
  • 1 264
    Average per property (30 days)

Conversation segments

30 DAYS
  • General information 16,300
  • Spa & Wellness 7,471
  • Restaurant & Dining 6,302
  • Uncategorised 1,326
  • Prices & Offers 1,152
  • Location & Transport 1,148
  • Booking enquiry 859
  • Services & Facilities 212
  • Booking made 208
  • Complaints 10

Recent activity

13.08
  • 0898 ** ** 55Completed
    13.08 15:18 · 0:48 · phone
  • 0876 ** ** 41Completed
    13.08 14:07 · 3:48 · phone
  • 0899 ** ** 07Completed
    13.08 12:31 · 1:02 · phone
  • 0895 ** ** 63Completed
    13.08 11:44 · 1:31 · phone
  • 0888 ** ** 29Transferred
    13.08 10:12 · 2:05 · phone

This view is from Digital Agent’s real dashboard. Guest data is masked, and the conversations shown are for demonstration purposes.

Production deployment

Grand Hotel Resorts by Pulse

Three resorts under one brand, guests from several countries and one widget that greets them in their own language.

The task

The same questions about prices, the spa, the restaurant and the location — all day long and outside working hours. The front desk answers by hand, and some enquiries go unanswered.

The solution

One chat widget on grandhotel.bg with hotel selection and seven languages. The guest chooses the property, and the agent takes over the conversation with the rules and prices of that specific hotel.

The result

In two months: 34,983 conversations, 131,797 messages and 315 confirmed bookings. There were 10 complaints over the entire period.

See it live on grandhotel.bg
Price

How pricing works

A single hotel with one system is not a chain with three properties and seven languages. That is why there is no price list and no per-message price — there is a quote once we have seen your volume and your systems.

Implementation · one-off
from€1,000excl. VAT

Scenario based on your processes, agent build, placing the widget on your website, languages, booking system integration, testing and team training.

Support · monthly
from€100per agent

Platform maintenance, conversation monitoring, fine-tuning when prices or processes change, access to the dashboard and reports.

Your quote An exact price after a 20-minute call
Request a quote Call us
What determines the price
  • 01Scope
    Number of properties

    Each hotel has its own agent, its own prices and its own scenario.

  • 02Connection
    Integrations

    Booking system, CRM or calendar.

  • 03Volume
    Conversation volume

    A few hundred conversations a month and several tens of thousands are not priced the same way.

  • 04Logic
    Languages and channels

    Bulgarian only on the website, or seven languages and several messaging apps.

In a short call we review your website and the systems you work with, then send you a quote with an exact price. The call puts you under no obligation.

Trust

The rules the agent works by

  • Introduces itself as AI

    At the start of the conversation it says it is a virtual assistant. We never let anyone think they are chatting with a receptionist.

  • Does not make up answers

    When it does not have the information, it says so. It does not guess a price, availability or a condition it has not checked.

  • Hands over to a human with the context

    In a complex case, a complaint or on explicit request, it passes the conversation to your team together with everything written so far — the guest does not have to explain everything again.

  • The system is the source of truth

    Availability and prices come from your booking system. Whatever is booked is recorded there, not in a separate list on the side.

  • The language follows the guest

    It replies in the language the guest writes in — Bulgarian, English, Romanian, German, Serbian, Turkish or Greek — without the guest having to look for a language switch.

  • You decide what is kept

    What is stored, for how long and who on the team has access is agreed with you. In the dashboard, guest data is masked.

Questions

Frequently asked questions

Which languages does the agent work in?

Seven: Bulgarian, English, Romanian, German, Serbian, Turkish and Greek. The language is detected from the guest’s message — the guest does not have to change anything manually. If you need one more language, it is added to the same agent — no second agent is built.

How is it different from a chatbot?

A chatbot returns a prepared answer or a button menu, and that is where it stops. An AI chat agent reads free text, checks the data in your system and carries out the action itself — it enters the request or the booking where the front desk sees it. The difference shows in the outcome: of 34,983 conversations, 315 ended in a confirmed booking and another 377 in a quote request, instead of a link to a form.

Where does the widget live — on my website?

Yes. It is our plugin, installed on your website and displayed on your domain, with your logo and your name in the chat’s top bar. The guest does not leave your site and does not land in someone else’s interface. You can switch it off from your website’s admin panel at any time.

What happens when the agent does not know the answer?

It says it does not know rather than guessing. First it asks a clarifying question. If the case falls outside its scope — a complex group request, a complaint or an explicit request for a human — it hands the conversation over to your team together with everything written so far. Outside working hours it takes the guest’s contact details and leaves a task, so the enquiry does not go unanswered.

Who sees the conversations?

You do — through the same control panel as for the AI voice agent. You see the number of conversations and messages, bookings, topics and a breakdown by hotel. Guest data is masked, so the team works with the volume and the outcome without reading personal data unnecessarily. Which of your people have access is decided during implementation.

How much does it cost?

Two components: a one-off implementation from €1,000 excl. VAT and monthly support from €100 per agent. We have no price list and do not charge per message — the exact price depends on the number of properties, the languages, the channels and the systems we connect to. That is why we give it in a quote after a short call.

Can I try it before I decide?

Yes, and you do not need to ask us: the agent is live on grandhotel.bg. Open the chat and write to it the way one of your guests would. For your case we prepare a separate demo with your prices, languages and scenario, because a generic demonstration shows nothing meaningful.

What about GDPR?

The agent introduces itself as AI right at the start of the conversation. What is stored, for how long and who has access is agreed with you during implementation, and in the dashboard guest data is masked. The conversation history is also kept in the guest’s own browser so that it can continue on the next page load — it belongs to the guest and is cleared from their browser.

Let guests get an answer, not a contact form.

We will show you the agent with your prices, your languages and your booking system — on a real scenario from your hotel. If you would like to see it before then, it is live on grandhotel.bg.

Request a demo for your website See it live
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