The AI voice agent for hotels answers every call 24/7, speaks natural Bulgarian, checks live availability in your PMS (Clock PMS+, Cloudbeds, Mews), quotes the rate, takes the booking and sends the guest a Viber confirmation. You pay €0.26 per minute of actual conversation, and implementation is a one-off cost — €1,500 to €3,000 depending on the integrations. It is built on our AI voice agent platform: LiveKit running on our own PBX, our own SIP numbers and n8n orchestration of the integrations. The same system has been handling real calls and bookings at Grand Hotel Resorts by Pulse for months.
The front desk phone has two weak spots that have nothing to do with your team’s skills. The first is timing: guests call in the evening after the shift has ended, early in the morning before it starts, on Sundays and on public holidays — exactly when they are deciding where to spend their break. The second is the peak: at the busiest hours the receptionist is checking in a guest at the desk, the line is busy, or the phone keeps ringing while they handle a check-out.
In both cases the result is the same. The guest does not wait and does not try a second time — they have a list of hotels open on Google or on the resort’s website, and they dial the next number. The missed call does not appear in any report as a lost booking. It simply disappears.
The traditional fixes have clear limitations. Almost nobody leaves a voicemail. An outsourced call centre cannot see your availability and takes down “requests” that the front desk then has to process manually. Forwarding calls to the manager’s personal phone is not a system but a compromise that lasts until the first busy weekend.
The AI voice agent targets exactly this problem: it answers instantly, at any time, on several lines at once — and instead of taking a note, it makes the booking directly in the PMS. It does not replace the front desk — it handles the calls that are being lost today.
The AI voice agent is not a pre-recorded IVR with a “press 1” menu. It holds a normal conversation and, during the call, works directly with your systems:
It asks for the dates and number of guests and queries Clock PMS+, Cloudbeds or Mews during the call. It only offers rooms that are genuinely available — it does not read from a cached list.
It gives the current rate for the selected room and dates, what the rate includes, and the deposit and cancellation terms — according to the rules you have set.
It creates the booking directly in the PMS with the guest’s full name, phone number, dates and notes — while the call is still in progress. No notebook, no “we’ll call you back”.
Seconds after the call, the guest receives a written confirmation with the booking details from the hotel’s official Viber business profile.
“Is there parking?”, “How late is the spa open?”, “Is breakfast included?”, “Do you allow pets?” — answered from a knowledge base that you manage and update.
Group enquiries, events, complaints and anything outside its scenarios are transferred to a human member of staff, with the agent passing on the context of the conversation.
This page covers the phone channel. If you are looking for website chat, messaging automation and online guest communication, see AI agents for hotels — chat and automation. The two systems complement each other, but the phone remains the channel through which a large share of guests want to book — especially when they have questions about specific dates and terms.
The most common question is: “Does this actually work with real guests?” The answer is not a promise but a working system. Grand Assist is an AI voice receptionist that has been in production at Grand Hotel Resorts by Pulse for months, handling the hotel’s phone calls.
What Grand Assist does every day:
Every conversation is kept as a recording and transcript in the CDR dashboard, so management can see exactly what guests ask and how the agent responds. The case has also been covered by national media — Blitz, Actualno and Standart.
Read the full Grand Assist case study — how the Clock PMS+ integration was built and what changed in the way the front desk works. We also have voice agent deployments at hotels in Bansko and at a spa complex — see all our case studies.
The quickest way to judge whether the voice and responses meet the standard you expect for your hotel is to hear what a real conversation sounds like — from the greeting, through the availability check, to the booking confirmation.
The demo is being uploaded at the moment — request a test call and you can talk to the agent yourself.
Want to test it with your own questions? Request a test call — we will give you a number where you can talk to the agent yourself.
The phone agent’s value comes from working inside the hotel’s real systems, not alongside them:
Real-time availability, rates and bookings via API. This is the integration Grand Assist runs on in production — validated with real guests, not in a sandbox.
The same approach: an availability lookup during the call and the booking written directly into the system, with the guest’s details and notes from the conversation.
The agent writes to the PMS, and the PMS syncs availability with the channel manager and the online channels. That is why a phone booking never falls out of sync with Booking and the other platforms — there is a single source of truth.
A confirmation with the booking details via an official Viber business profile (Infobip) — the guest has a written record, and the front desk gets fewer “did you get my booking?” calls.
We run our own SIP trunks and numbers (DIDWW, Zadarma) on our own PBX (Asterisk). The hotel’s existing number is routed to the agent and remains your property.
Every call is available as a recording and transcript in a dedicated CDR dashboard. Data is processed in the EU, in line with GDPR.
Under the hood: the LiveKit agent platform for voice conversations, n8n (Official Partner) for orchestrating the integrations, and leading STT/TTS/LLM models — OpenAI, Anthropic Claude and ElevenLabs — for a natural Bulgarian voice. For hotels without a PMS, the agent can record bookings in Google Calendar or a CRM (HubSpot, Pipedrive, Bitrix24).
The hotel business is seasonal, and the agent’s pricing model reflects that. The rate is €0.26 per minute of conversation (excl. VAT) — only the minutes actually used are billed.
In high season, the agent absorbs the peaks without being limited by the number of people on shift. In the low-season months, when the phone rarely rings, you do not rack up minutes — the cost follows the calls. There is no volume commitment and no need to guess how busy the season will be before you have been through it.
The calculation worth doing is a simple formula: missed calls per month × the share of them that are booking enquiries × the value of one stay at your hotel. Compare that with the call minutes the agent will actually handle. For the full calculation and pricing factors, see how much an AI voice agent costs.
Implementation is an engineering process with clear steps — not “activating an account”. Here is how it works:
We review the calls the hotel receives: bookings, questions about services, changes and cancellations, groups. We define what the agent handles and when it transfers to the front desk. We gather the rates, policies and answers for the knowledge base.
We build the agent on the LiveKit platform, connect the phone number through our own SIP trunks, and integrate the PMS and the Viber confirmations via n8n. We tune the voice and speaking style.
We run the agent through real scenarios: a standard booking, fully booked dates, unclear questions, a request to speak to a human. The hotel team also calls in and checks the answers before the agent hears its first guest.
The agent starts handling real calls. We monitor the recordings and transcripts in the CDR dashboard and refine the scenarios based on what guests actually ask.
The timeline depends on the number of integrations — usually weeks, not months — and most of the time goes into testing with the specific hotel’s scenarios.
One-off implementation: €1,500 – €3,000 (excl. VAT) depending on the complexity of the agent and the services.
After go-live, you pay only for the minutes used — €0.26/min excl. VAT. Detailed breakdown: AI voice agent pricing.
Yes. We use leading STT/TTS/LLM models (OpenAI, Anthropic Claude, ElevenLabs) with a natural Bulgarian voice. The agent understands conversational speech, including vague dates such as “next Friday”, and holds a dialogue — it does not read out a menu or ask callers to “say one for bookings”.
The agent does not improvise beyond the rules it has been given. For a complaint or a question outside its scenarios, it transfers the call to the front desk; outside working hours, it records the details and notifies the team so they can call back. The guest is never left at a dead end.
The PMS is the source of truth. The agent checks availability in real time during the call and writes the booking directly into the PMS, which syncs availability with the channel manager and the online channels. The phone channel does not keep a separate list that could fall out of sync with the others.
It records the key details — dates, number of guests, occasion, contact details — and passes the enquiry to the responsible member of staff. Group and corporate enquiries require a quote prepared by a human, and the agent does not try to close them on its own.
Yes. Recordings and transcripts are available to the hotel in a dedicated CDR dashboard. The guest is informed about the recording, data is processed in the EU, and the process is in line with GDPR — including the retention periods, which are agreed during implementation.
Ready-made integrations are available for Clock PMS+, Cloudbeds and Mews. Other systems with an API are connected through n8n orchestration. If the hotel works without a PMS, the agent can record bookings in Google Calendar or in a CRM (HubSpot, Pipedrive, Bitrix24).
Roughly 2–4 minutes for a standard booking — dates, room type, price, guest details. At a rate of €0.26 per minute, you can easily compare the cost of one call with the value of a single night’s stay at your hotel.
No. We run our own SIP trunks and numbers (DIDWW, Zadarma) on our own PBX, and the hotel’s number stays yours. The existing number is simply routed to the agent — guests notice no technical change.
Request a test call through the consultation form — we will give you a number so you can talk to the agent yourself: check the voice, the responses and how it takes a booking before you make a decision.